The Help Desk is Dead. Now Go Re-invent Yourself.

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PeopleReign, Inc.

The Help Desk is Dead. Now Go Re-invent Yourself. My slides from the Atlanta ServiceNow User Group. June 18, 2013.

Technologie Business

The Help Desk Is
Dead,
Go Re-invent Yourself
June 2013
Atlanta ServiceNow User Group
Dan Turchin
ServiceNow | Sr. Director Product Management

The Help Desk is Dead
1. How’s the world changing?
2. What are the cultural implications of mobile and
social?
3. What technology trends are driving IT innovation?
4. How do I remain relevant in the next decade?

So who’s the short, nerdy
dude?

“By 2017 the CMO will
spend more on IT than the
CIO.”
Laura McClellan
Gartner Research

Are You Ready?

But first…

Millennials in the workplace
Millennials…
1. Have never used a land line, fax machine, or dial-up
modem
2. Get answers online, often on social networks
3. Use a personal mobile device for business
4. Don’t work in an office
5. Don’t compartmentalize work and life

Want to stay relevant?
Service
Delivery
Service
Automation
Reactive
Proactive
Tactical Strategic
Obstacle Enabler
“The best way out is always through.”
-Robert Frost

Case study #1: Facebook

Case study #2: Google

Case study #3: Omnicare

Case study #4: ALJ

The world in 2021

What’s ahead?
Consumerization
Gamification
Personalization Machine learning
Sensor networks
Singularity

Technological singularity

Create a culture of innovation
Reward good ideas.
• Gamify your KPIs.
• Start a hack-a-thon.
Re-think your workspace.
• Create ad hoc meeting spaces.
• Paint the walls.
Cultivate a bias for action.
• Produce something every two weeks.
• Don’t let great be the enemy of good.
Be the new IT.
• Trust unproven talent.
• Be a catalyst. Not a reactant.

Three great reads

“Everything you can imagine is
real.”
-Pablo Picasso
Dan Turchin
Sr. Director Product Management
e: dan.turchin@servicenow.com
p: (408)899-3954
m: (650)533-0918

© 2013 ServiceNow All Rights Reserved
San Francisco, CA • Moscone Center • April 27-May 1

Backup

The new IT
Communication. Collaboration. Agility.

What Does It Mean To Have A
Service-Driven Culture?

Why Shift?
Reduce
• Expenses
• Downtime
• Risk
Improve
• Visibility
• Customer satisfaction
• Profitability

Plan Your Strategy
Consolidate
your app
portfolio.
Empower
employees
with self-
service.
Automate
key
processes.
Drive
cultural
awareness.

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Following the popularity of “Cloud Revolution: Exploring the New Wave of Serverless Spatial Data,” we’re thrilled to announce this much-anticipated encore webinar. In this sequel, we’ll dive deeper into the Cloud-Native realm by uncovering practical applications and FME support for these new formats, including COGs, COPC, FlatGeoBuf, GeoParquet, STAC, and ZARR. Building on the foundation laid by industry leaders Michelle Roby of Radiant Earth and Chris Holmes of Planet in the first webinar, this second part offers an in-depth look at the real-world application and behind-the-scenes dynamics of these cutting-edge formats. We will spotlight specific use-cases and workflows, showcasing their efficiency and relevance in practical scenarios. Discover the vast possibilities each format holds, highlighted through detailed discussions and demonstrations. Our expert speakers will dissect the key aspects and provide critical takeaways for effective use, ensuring attendees leave with a thorough understanding of how to apply these formats in their own projects. Elevate your understanding of how FME supports these cutting-edge technologies, enhancing your ability to manage, share, and analyze spatial data. Whether you’re building on knowledge from our initial session or are new to the serverless spatial data landscape, this webinar is your gateway to mastering cloud-native formats in your workflows.

Cloud Frontiers: A Deep Dive into Serverless Spatial Data and FME

Cloud Frontiers: A Deep Dive into Serverless Spatial Data and FME

Cloud Frontiers: A Deep Dive into Serverless Spatial Data and FME

Artificial Intelligence Chap.5 : Uncertainty

Artificial Intelligence Chap.5 : Uncertainty

Artificial Intelligence Chap.5 : Uncertainty

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Accelerating FinTech Innovation: Unleashing API Economy and GenAI Vasa Krishnan, Chief Technology Officer - FinResults Apidays New York 2024: The API Economy in the AI Era (April 30 & May 1, 2024) ------ Check out our conferences at https://www.apidays.global/ Do you want to sponsor or talk at one of our conferences? https://apidays.typeform.com/to/ILJeAaV8 Learn more on APIscene, the global media made by the community for the community: https://www.apiscene.io Explore the API ecosystem with the API Landscape: https://apilandscape.apiscene.io/

Apidays New York 2024 - Accelerating FinTech Innovation by Vasa Krishnan, Fin...

Apidays New York 2024 - Accelerating FinTech Innovation by Vasa Krishnan, Fin...

Apidays New York 2024 - Accelerating FinTech Innovation by Vasa Krishnan, Fin...

Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows. We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases. This video focuses on the deployment of external web forms using Jotform for Bonterra Impact Management. This solution can be customized to your organization’s needs and deployed to support the common use cases below: - Intake and consent - Assessments - Surveys - Applications - Program registration Interested in deploying web form automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.

Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...

Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...

Web Form Automation for Bonterra Impact Management (fka Social Solutions Apri...

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MINDCTI Revenue Release Quarter One 2024

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Scaling API-first – The story of a global engineering organization Ian Reasor, Senior Computer Scientist - Adobe Radu Cotescu, Senior Computer Scientist - Adobe Apidays New York 2024: The API Economy in the AI Era (April 30 & May 1, 2024) ------ Check out our conferences at https://www.apidays.global/ Do you want to sponsor or talk at one of our conferences? https://apidays.typeform.com/to/ILJeAaV8 Learn more on APIscene, the global media made by the community for the community: https://www.apiscene.io Explore the API ecosystem with the API Landscape: https://apilandscape.apiscene.io/

Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe

Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe

Apidays New York 2024 - Scaling API-first by Ian Reasor and Radu Cotescu, Adobe

AWS Community Day CPH - Three problems of Terraform

AWS Community Day CPH - Three problems of Terraform

AWS Community Day CPH - Three problems of Terraform

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Emergent Methods: Multi-lingual narrative tracking in the news - real-time ex...

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EMPOWERMENT TECHNOLOGY GRADE 11 QUARTER 2 REVIEWER

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"I see eyes in my soup": How Delivery Hero implemented the safety system for ...

"I see eyes in my soup": How Delivery Hero implemented the safety system for ...

Webinar Recording: https://www.panagenda.com/webinars/why-teams-call-analytics-is-critical-to-your-entire-business Nothing is as frustrating and noticeable as being in an important call and being unable to see or hear the other person. Not surprising then, that issues with Teams calls are among the most common problems users call their helpdesk for. Having in depth insight into everything relevant going on at the user’s device, local network, ISP and Microsoft itself during the call is crucial for good Microsoft Teams Call quality support. To ensure a quick and adequate solution and to ensure your users get the most out of their Microsoft 365. But did you know that ‘bad calls’ are also an excellent indicator of other problems arising? Precisely because it is so noticeable!? Like the canary in the mine, bad calls can be early indicators of problems. Problems that might otherwise not have been noticed for a while but can have a big impact on productivity and satisfaction. Join this session by Christoph Adler to learn how true Microsoft Teams call quality analytics helped other organizations troubleshoot bad calls and identify and fix problems that impacted Teams calls or the use of Microsoft365 in general. See what it can do to keep your users happy and productive! In this session we will cover - Why CQD data alone is not enough to troubleshoot call problems - The importance of attributing call problems to the right call participant - What call quality analytics can do to help you quickly find, fix-, and prevent problems - Why having retrospective detailed insights matters - Real life examples of how others have used Microsoft Teams call quality monitoring to problem shoot problems with their ISP, network, device health and more.

Why Teams call analytics are critical to your entire business

Why Teams call analytics are critical to your entire business

Why Teams call analytics are critical to your entire business

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

How to Troubleshoot Apps for the Modern Connected Worker

Following the popularity of "Cloud Revolution: Exploring the New Wave of Serverless Spatial Data," we're thrilled to announce this much-anticipated encore webinar. In this sequel, we'll dive deeper into the Cloud-Native realm by uncovering practical applications and FME support for these new formats, including COGs, COPC, FlatGeoBuf, GeoParquet, STAC, and ZARR. Building on the foundation laid by industry leaders Michelle Roby of Radiant Earth and Chris Holmes of Planet in the first webinar, this second part offers an in-depth look at the real-world application and behind-the-scenes dynamics of these cutting-edge formats. We will spotlight specific use-cases and workflows, showcasing their efficiency and relevance in practical scenarios. Discover the vast possibilities each format holds, highlighted through detailed discussions and demonstrations. Our expert speakers will dissect the key aspects and provide critical takeaways for effective use, ensuring attendees leave with a thorough understanding of how to apply these formats in their own projects. Elevate your understanding of how FME supports these cutting-edge technologies, enhancing your ability to manage, share, and analyze spatial data. Whether you're building on knowledge from our initial session or are new to the serverless spatial data landscape, this webinar is your gateway to mastering cloud-native formats in your workflows.

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Cloud Frontiers: A Deep Dive into Serverless Spatial Data and FME

Cloud Frontiers: A Deep Dive into Serverless Spatial Data and FME

ICT role in 21st century education and its challenges

ICT role in 21st century education and its challenges

ICT role in 21st century education and its challenges

rafiqahmad00786416

Keynote 2: APIs in 2030: The Risk of Technological Sleepwalk Paolo Malinverno, Growth Advisor - The Business of Technology Apidays New York 2024: The API Economy in the AI Era (April 30 & May 1, 2024) ------ Check out our conferences at https://www.apidays.global/ Do you want to sponsor or talk at one of our conferences? https://apidays.typeform.com/to/ILJeAaV8 Learn more on APIscene, the global media made by the community for the community: https://www.apiscene.io Explore the API ecosystem with the API Landscape: https://apilandscape.apiscene.io/

Apidays New York 2024 - APIs in 2030: The Risk of Technological Sleepwalk by ...

Apidays New York 2024 - APIs in 2030: The Risk of Technological Sleepwalk by ...

Apidays New York 2024 - APIs in 2030: The Risk of Technological Sleepwalk by ...

Discover the innovative features and strategic vision that keep WSO2 an industry leader. Explore the exciting 2024 roadmap of WSO2 API management, showcasing innovations, unified APIM/APK control plane, natural language API interaction, and cloud native agility. Discover how open source solutions, microservices architecture, and cloud native technologies unlock seamless API management in today's dynamic landscapes. Leave with a clear blueprint to revolutionize your API journey and achieve industry success!

WSO2's API Vision: Unifying Control, Empowering Developers

WSO2's API Vision: Unifying Control, Empowering Developers

WSO2's API Vision: Unifying Control, Empowering Developers

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CNIC Information System with Pakdata Cf In Pakistan

CNIC Information System with Pakdata Cf In Pakistan

CNIC Information System with Pakdata Cf In Pakistan

💥 You’re lucky! We’ve found two different (lead) developers that are willing to share their valuable lessons learned about using UiPath Document Understanding! Based on recent implementations in appealing use cases at Partou and SPIE. Don’t expect fancy videos or slide decks, but real and practical experiences that will help you with your own implementations. 📕 Topics that will be addressed: • Training the ML-model by humans: do or don't? • Rule-based versus AI extractors • Tips for finding use cases • How to start 👨‍🏫👨‍💻 Speakers: o Dion Morskieft, RPA Product Owner @Partou o Jack Klein-Schiphorst, Automation Developer @Tacstone Technology

DEV meet-up UiPath Document Understanding May 7 2024 Amsterdam

DEV meet-up UiPath Document Understanding May 7 2024 Amsterdam

DEV meet-up UiPath Document Understanding May 7 2024 Amsterdam

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The Help Desk is Dead. Now Go Re-invent Yourself.

1. The Help Desk Is Dead, Go Re-invent Yourself June 2013 Atlanta ServiceNow User Group Dan Turchin ServiceNow | Sr. Director Product Management

2. The Help Desk is Dead 1. How’s the world changing? 2. What are the cultural implications of mobile and social? 3. What technology trends are driving IT innovation? 4. How do I remain relevant in the next decade?

3. So who’s the short, nerdy dude?

4. “By 2017 the CMO will spend more on IT than the CIO.” Laura McClellan Gartner Research

5. Are You Ready?

6. But first…

7.

8. Millennials in the workplace Millennials… 1. Have never used a land line, fax machine, or dial-up modem 2. Get answers online, often on social networks 3. Use a personal mobile device for business 4. Don’t work in an office 5. Don’t compartmentalize work and life

9. Want to stay relevant? Service Delivery Service Automation Reactive Proactive Tactical Strategic Obstacle Enabler “The best way out is always through.” -Robert Frost

10. Case study #1: Facebook

11. Case study #2: Google

12. Case study #3: Omnicare

13. Case study #4: ALJ

14. The world in 2021

15. What’s ahead? Consumerization Gamification Personalization Machine learning Sensor networks Singularity

16. Technological singularity

17. Create a culture of innovation Reward good ideas. • Gamify your KPIs. • Start a hack-a-thon. Re-think your workspace. • Create ad hoc meeting spaces. • Paint the walls. Cultivate a bias for action. • Produce something every two weeks. • Don’t let great be the enemy of good. Be the new IT. • Trust unproven talent. • Be a catalyst. Not a reactant.

18. Three great reads

19. “Everything you can imagine is real.” -Pablo Picasso Dan Turchin Sr. Director Product Management e: dan.turchin@servicenow.com p: (408)899-3954 m: (650)533-0918

20. © 2013 ServiceNow All Rights Reserved San Francisco, CA • Moscone Center • April 27-May 1

22. The new IT Communication. Collaboration. Agility.

23. What Does It Mean To Have A Service-Driven Culture?

24. Why Shift? Reduce • Expenses • Downtime • Risk Improve • Visibility • Customer satisfaction • Profitability

25. Plan Your Strategy Consolidate your app portfolio. Empower employees with self- service. Automate key processes. Drive cultural awareness.

Hinweis der Redaktion

http://youtu.be/Slb5x5fixk4