HDI Capital Area and Corporate Updates April 23, 2014

4/28/14

©2013
HDI.
All
rights
reserved.

Welcome!

Updates
from
HDI
Capital
Area

and
HDI
Corporate

April
23,
2014

What’s
New
at
HDI

•  New
Cer:fica:on
Courses

–  At
the
2014
HDI
Annual
Conference,
HDI
released:

•  New!
HDI
Problem
Management
Professional

•  Updates
to
all:

–  Support
Center
cerHficaHon
courses

–  Desktop
Support
cerHficaHon
courses

•  New!
HDI
Service
Management
Awards

–  Two
new
awards:
HDI
Service
Improvement
Award
&
HDI
Knowledge-‐
Centered
Support
Award

–  Submission
deadline
is
June
30,
2014

–  First
awards
presented
at
FUSION
14

–  Learn
more
at
www.ThinkHDI.com/Awards

•  FUSION
14
is
October
19-‐22,
2014
in
Washington,
DC.

–  Register
now
to
receive
the
most
discounts

–  www.servicemanagemenXusion.com

©2014
HDI.
All
rights
reserved.

New
Content
to
SHARE!

New
Blog:
“What’s
the
Future
of
ITSM”
–
Stephen
Mann

#HDIStatToday:

The
March/April
issue
of
SupportWorld
in
the
HDI
Reading
Room
app!

Webcast:
“Remote
Support
SoluHons
Spotlight”
–
with
Bomgar
and
RealVNC

May
Special
Event:
HDI
2014
‒
The
Digital
Experience

Survey:
Problem
Management
and
Root
Cause
Analysis
‒
closes
March
20

Event
Blog:
“Metrics
and
Measurements
at
HDI
2014
“–
Jeﬀ
Rumburg

New
Research
Brief:
“The
Ups
and
Downs
of
ResoluHon
Rates”

In
2014,
43%
of
desktop
support
teams
resolved
more
than
half

of
their
Hckets
through
remote
support
(up
from
39%
in
2013

and
34%
in
2012.

Not
a
Member?
Join
Today!

Become
a
Local
Chapter
member
for
just
$75!

This
individual
local
chapter
membership
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connect,
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in
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own
backyard.

Enjoy
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like:

•  Aiend
local
chapter
and
vChapter
meeHngs

•  Digital
subscripHon
to
SupportWorld
magazine

•  Apply
for
HDI
awards

•  Access
to
the
HDI
Job
Board

•  Regular
e-‐newsleiers
and
digests

•  And
much
more!

Learn
more
at
www.ThinkHDI.com/Join

or
by
calling
800.248.5667

Thank
You
2014
Sponsors!!

HDI
Capital
Area
Sponsors

•  Diamond
–
The
MIL

CorporaHon

•  PlaHnum
Plus
-‐

LanDesk

•  PlaHnum

– Beyond20

– EasyVista

•  Gold

–  Robert
Half
Technology

(Global
Sponsor)

–  Bomgar

–  IssueTrak

–  Cherwell

•  Silver

–  Service
Now

–  Time
Warner
Cable

•  Web/Event

–  IHnvolve

–  RemedyForce

–  ReACT

–  StrataCom

–  TechnoLava

–  ArHsys

Next
Mee:ng

May
21,
2014,
Noon
to
2pm

The
Zen
of
Service
Desk
Support

Jeﬀ
Rumberg,
MetricNet

•  We
typically
meet
the
3rd
Wednesday
of
the

month
and
most
meeHngs
are
free

•  Visit
www.hdicapitalarea.com
to
register

Today’s
Speakers

LANDESK

•  Jeﬀ
Hance

•  Peter
Evans

•  Kimberly
Liale

Jeﬀ
Hance

LANDESK
Somware

Self
Service

LANDESK
SOFTWARE
CONFIDENTIAL
LANDESK
SOFTWARE
CONFIDENTIAL

Who
we
are

HQ
–
Salt
Lake
City,
Utah

§  Our
History

•  1985
Founded
(LAN
Systems)

•  1991
Pioneered
Systems
Management
with
Intel

•  2002
Spun
out

§  Business
Product
Lines

•  LANDesk
-‐
Wavelink
-‐
Shavlik

§  Industry
Leader,
Award
Winning
SoluHons

•  User-‐Oriented
IT
Service
Management

•  Systems
Lifecycle
Management

•  Endpoint
Security
Management

•  Premise
&/or
Cloud-‐SaaS
Deployment
Models

•  IT
Asset
Management

§  Key
Facts

•  19,000
customers
world-‐wide

•  Alliances

•  400+
SI/VARs
–
CerHﬁed
Expert
SoluHon
Providers

•  Set
the
Stage

•  IT
Self-‐Service
:
True
or
False?

•  What’s
Happening
in
Today’s
Market
Place?

•  Key
Drivers
for
IT
Self-‐Service

•  Barriers
to
AdopHon
of
IT
Self-‐Service

•  Designing
Great
IT
Self
Service

•  LANDesk
Self
Service
in
AcHon

•  Driving
End-‐User
AdopHon
of
IT
Self
Service

•  Beyond
TradiHonal
IT
Self
Service…Service
catalog

•  Summary

Agenda

12

How’s Life
on the
Service
Desk?

13

Take
Back
Control

Free time

•  75%
of
surveyed
consumers
said
they
would
prefer
to

use
online
support
if
it
were
reliable
and
provided

accurate
and
complete
informaHon;
91%
say
they

would
use
an
online
knowledgebase
if
it
were
available

and
tailored
to
their
needs.

•  More
than
40%
of
customers
contact
a
call
center
amer

they
can’t
ﬁnd
answers
to
their
quesHon
via
self-‐
service;
up
to
50%
of
“How
do
I
…?”
calls
could
be

deﬂected
to
self-‐care
channels
if
informaHon
was

provided
online
or
in
a
knowledgebase.

14

Some
StaHsHcs

•  IT
Self-‐Service
empowers
end-‐users
to
solve
their
own

IT-‐related
issues,
helps
reduce
service
and
support

costs
and
increases
end-‐user
saHsfacHon

–  Focusing
on
end-‐user
adopHon
is
key

–  Accept
it
-‐
IT
self-‐service
does
entail
upfront
costs

–  IT
self-‐service
won’t
reduce
all
types
of
call
volumes

ExecuHve
Summary

“While
40%
of
IT
service
and
support
requests
can
be
resolved

through
self-‐service,
only
about
5%
actually
are”

David
M.
Coyle,
VP
Research,
Gartner

•  How
many
people
use
Google
to
locate

informaHon?

•  How
many
have
ever
phoned
Google?

•  Coming
to
work
shouldn’t
feel
like
going
back

in
Hme

– Who
has
XP
at
home?

– Who
has
XP
at
work?

Brilliant

“IT
Self-‐Service
will

reduce
support

costs”

Reality
–
IT
self-‐service
will
reduce

Level
1
Support

“IT
Self-‐Service
is
a

one-‐Hme

investment”

Reality
–
IT
Self-‐Service
requires

constant
care
and
feeding

“End-‐users
will

ﬂock
to
self-‐
service”

Reality
–
End-‐user
acceptance
varies

greatly

“IT
self-‐service
is

easy
to
implement”

Reality
–
The
right
‘companion’
tools

and
processes,
and
pre-‐requisites
for
a

successful
implementaHon

IT
Self-‐Service
:
True
or
False?

A
typical
end
user
contacts
the
IT
Service
Desk
1.2
Hmes
per

month;
total
cost
per
contact
is
$20.01
à
Self
Service
can

reduce
the
cost
per
contact
to
$5-‐10
(less
labor
Hme)

“IT
Self-‐Service
Will
Reduce
Support

Costs”

§  IT
Self-‐service
works
well
for

speciﬁc
record
types,
for

example
How-‐to
requests,

FAQs,
Password
resets
-‐
not

all

•  Controlling
your
contact

points
with
IT
(e.g.
phone,

walk
up,
web
chat,
email)

will
help
increase
your
IT

self-‐service
adopHon

Reality:
IT
self-‐service
will
reduce

Level
1
support

•  A
Self-‐Service
portal
does
not
typically
require

addiHonal
technology
investment

•  It
does
require
resource
and
Hme
investments
in

content
management
and
driving
user
adopHon

•  IT
Self-‐Service
is
not
“set
it
and
forget
it”

–  Trend
analysis
to
understand
what
ails
the
user

–  Surveys
to
gain
end-‐user
feedback

–  MarkeHng
eﬀorts
to
conHnually
promote
uHlizaHon

–  Maintenance
of
knowledge
base
arHcles

“IT
Self-‐Service
Is
A
One-‐Time

Investment”

Reality:
IT
Self-‐Service
requires
constant
care

and
feeding

•  End-‐users
will
use
the
support
channel
they

are
most
comfortable
and
familiar
with

–  Year
1
adopHon
rates
can
be
very
low

•  Understanding
your
end-‐user
demographics

and
current
behaviors
is
key
-‐
factor
this

into
your
self-‐service
planning

•  End-‐user
uHlizaHon
is
your
primary

objecHve

–  Measuring
adopHon
of
self-‐service
is
criHcal

“End-‐Users
Will
Flock
To
Use
Self-‐
Service”

Reality:
End-‐user
acceptance
varies
greatly

•  End-‐users
expect
an
intuiHve
self-‐service

portal

–  They
wont
dig
around
to
ﬁnd
what
they

need

•  You
must
make
it
easy
for
end
users
to

solve
their
own
problems

•  Two
most
frequent
call
types:

–  How-‐to
requests
-‐
good
knowledge
base
is

key

–  Password
reset

“IT
Self-‐Service
Is
Easy
To
Implement”

Reality:
The
right
‘companion’
tools
and
processes
and
pre-‐
requisites
for
a
successful
implementa:on

•  IT
Self-‐Service
is
not
a
new
concept

•  More
than
75%
of
IT
organizaHons
deliver
some
level
of

self-‐service

•  IT
Self-‐Service
is
now
receiving
increasing
aienHon

•  The
IT
organizaHon
is
challenged
with
encouraging

adopHon
of
self-‐service
by
end
users

What’s
Happening
in
Today’s

Market
Place?

Top
3
Common
Requests

Password
Reset
Driven
by
increased
security

requirements

5-‐30%
of
total
service
desk

contact
volume

KBS
Search
Find
answers
to
‘How-‐to’

quesHons
&
technical
problems

Up
to
40%
of
total
service

desk
contact
volume

Requests
for

Services

Time
and
resource
savings
through
automated
request

fulﬁllment

Cost

ReducHon

Improved

Service

Quality

Repeatable,

consistent

answers

Demonstrate

innovaHon

Key
Drivers
for
IT
Self-‐Service

• Each
contact
costs
the
IT

organizaHon,
on
average

$20.01*

• IT
self-‐service
significantly

lowers
the
cost
per
contact

to
∼$5-‐$10

• The
KBS
provides
the

same
answers
to
end

users

• Consistency
and

availability
improves
end-‐
user
producHvity
and

saHsfacHon,

• Available
24/7
-‐
allowing

users
to
resolve
issues
at

any
Hme,
day
or
night

• Increased
producHvity

• Improved
service
quality

• Increases
end-‐user

saHsfacHon

• Everyone
goes
online
to

find/do
something

• Not
offering
self-‐service

may
be
perceived
as

anHquated

• Present
a
progressive
and

in
touch
reputaHon

•  Oﬀering
too
many
choices

–  E-‐mail,
Telephone,
Web
forms,
Instant

messaging,
Walk
up,
Self
Service
portal

•  To
overcome
this
hurdle:

–  Provide
less
choice
–
phase
out

alternaHve
support
channels
(i.e.
Phone

and
email)

–  Make
self-‐service
THE
most
convenient

support
channel

•  Easy
to
use

•  Best
quality
support

•  Fast
issue
resoluHon

Barriers
to
AdopHon
of
IT
Self-‐Service

1.  Define
your
business
requirements
and
goals

2.  Analyze
and
understand
your
audience/end-‐users

–  Profile
your
end-‐users
–
demographics,
computer
savvy

•  Reflect
this
in
your
UI
design

–  IdenHfy
their
needs
–
what
do
they
expect
to
be
able
to
do

•  e.g.
Find
answers,
Reset
a
password,
submit
a
service
request
quickly
and
intuiHvely

3.  Design
–
UI/NavigaHon
wireframe
and
organize
content

4.  Develop/FuncHonally
Test
your
self
service
portal

5.  Deploy
to
Pilot
group
-‐
address
feedback
before
launch

6.  Launch
–
full
roll
out

7.  Review,
Maintain
and
Improve

Designing
Great
IT
Self
Service

Achieve
your
business
goals
and
deliver
a
great

user
experience
to
your
end-‐users

•  Do
get
stakeholders
involved
at
point
of
design
from
across
the

organizaHon
–
don’t
design
and
develop
in
a
silo

•  Do
go
directly
to
your
source
-‐
don’t
be
afraid
to
ask
what
your
customers

want

•  Do
get
stakeholders
to
beta
test
–
don’t
ignore
their
feedback

•  Do
make
the
Home
page
count
–
it
is
the
cover
of
your
book
–
don’t
forget

to
make
it
appealing,
clear,
usable
and
enHcing.

•  Do
build
Knowledge
as
the
rule
–
don’t
make
it
the
excepHon

•  Do
produce
eﬀecHve
and
targeted
knowledge
–
don’t
forget
to
maintain

it!

–  Write
good
knowledge
arHcles
–
using
end-‐user
terminology

–  Apply
appropriate
keywords
for
searching

•  Do
plan
addiHonal
Hme
(post
launch)
to
reﬁne
and
improve
–
don’t
think

there
is
no
room
for
improvement

Do’s
and
Don’ts

Service
Catalog

The
second
phase
for
a
successful
Self
Service…

Service
Request

ITIL3
:
A
request
from
a
User
for
informaHon,
or
advice,
or
for
a

Standard
Change
or
for
Access
to
an
IT
Service.
For
example
to
reset

a
password,
or
to
provide
standard
IT
Services
for
a
new
User.
Service

Requests
are
usually
handled
by
a
Service
Desk,
and
do
not
require

an
RFC
to
be
submiied.

ITIL2
:
A
request
for
a
change,
usually
both
common
and

straighXorward,
to
be
made
to
a
service.
A
Service
Request
is

characterized
by
the
fact
that
the
Change
can
be
made
under
strict,

well-‐deﬁned
procedural
control
and
is
therefore
(virtually)
risk-‐free.

Providing
access
to
services
for
a
new
member
of
staﬀ
and
relocaHng

PCs
are
two
typical
examples.

What
is
a
Service
Catalogue?

§  The
place
where
an
end
user
can
make
a
request
for
a
service.

§  The
catalogue
of
all
live
customer
facing
services
oﬀered
by
IT.

29

Service
Catalogue

Why
do
I
need
a
Service
Catalogue?

§  Standardise
Offerings

§  Ensures
IT
define
the
services
it
offers

§  Publish
and
communicate
offerings
to
end
users

§  Increases
efficiency

30

Service
Catalogue

How
do
I
setup
my
Service
Catalogue?

§  Service
PorXolio
Process

§  Request
Process

§  Create
ConﬁguraHon
Items

§  Design
Catalogue
Content

§  Publish
Catalogue
to
‘EnHtled
Users’

31

Service
Catalogue

Use Method
not
Madness
§  Request

§  Control

§  Deploy

§  Subscribe

§  Remove

§  Communicate

32

Service
Catalogue
–
Process

People + Process + Technology

Think - Who, what, why
§  Publish
by
user
/
group
/
role

§  Request
type
–
once
v
many

§  Bundled
services

33

Service
Catalogue
–
EnHtlement

People + Process + Technology

Catalogue
Alone
is
NOT
ENOUGH

The Customer is King
§  Incident
&
Request

§  NoHﬁcaHons

§  Service
status

§  Performance
Dashboards

§  Promote
the
desk!

35

Self
Service
&
Catalogue
-‐
Communicate

You
want
a
quick
ﬁx?

•  FOCUS
on
Self
Service

•  FOCUS
on
Catalog

•  FOCUS
on
Automated
Delivery
and
Removal

–  Build
relaHonships
as
part
of
the
PROCESS

–  SUDDENLY
it’s
just
like
Amazon

•  We
know
what
you
have

–  It’s
just
like
Apple

•  You
request
it,
it
arrives

•  Yet
at
the
back,
it’s
ITSM

•  It’s
only
possible
with
ITSM

Quick
Fix

•  It’s
just
like
cooking

Remember
Keep
it
Simple

37

Jeﬀ
Hance

Jeﬀ.hance@landesk.com

407
712
0065

38

LANDesk
Service
Desk:

hip://www.youtube.com/watch?v=fV31vx9Rtg0

LANDesk
Blog:

hip://www.landesk.com/blog/

QUESTIONS
Thank
You

39

LANDESK®

SELF
SERVICE

•  LANDesk
Self
Service
enables
end
users*
to

submit
&
track
Hckets,
troubleshoot
their

issues
and
keep
up
to
date
with
the
latest

company
news
via
a

range
of

browsers

– Enable
end
users
to
interact
directly
with
the

Service
Desk
24/7
from
any
locaHon

– Provide
end
users
with
personalized,
relevant

informaHon

– Control
which
users
have
access
to
what

What
Is
LANDesk®
Self
Service?

•  Log,
update
and
track
the
progress
of

incidents/requests

•  Request
closure
of
a
Hcket

•  View
Hcket
status,
history
and
resoluHon

•  View
my
query
results
e.g.
My
Open
Tickets

•  View
and
interact
with
graphical
charts

•  Complete
customer
saHsfacHon
survey

•  View
important
informaHon
on
the

NoHceboard

•  Search
knowledgebase
and
FAQs

Key
Features

LANDESK
SELF
SERVICE
–
IN
ACTION

•  Provide
a
good
reason/incenHve
for
end-‐users
to
use
self-‐
service
instead

of
telephone
or
email

– Oﬀer
faster
SLAs

– Communicate
the
cost
savings
of
self-‐service

versus
alternate
support
channels

– Employ
a
chargeback
for
support
channels
other

than
self
service

•  Limit
support
via
non-‐self
service
support
channels

– Phase
out
selected
support
channels
(phone,

email
etc)
–
but
conHnue
monitoring
customer

saHsfacHon

•  Adopt
a
markeHng
campaign
to
promote
self-‐service
to
end-‐users
-‐

highlight
the
beneﬁts
and
availability
of
self-‐service
to
the
business

Driving
End-‐User
AdopHon
of
IT

Self
Service

•  Automated
Request
Fulﬁllment

•  LANDesk
Service
Catalogue

– A
brand
new
product
in
7.4

– Gives
users
access
to
all
of
the
live
services

provided
by
IT
that
a
user
can
request

– Seamlessly
integrated
into
LANDesk
Self

Service

– Users
can
search
for
and
select
services
via

an
intuiHve
easy
to
use
graphical
format

– Navigate
catalogue
tree
or
use
search
and

ﬁlter
faciliHes

– View
detailed
service
info
from
catalogue

Beyond
TradiHonal
IT
Self
Service…

•  Well
implemented
IT
self-‐service
helps
reduce

service
and
support
costs,
and
increase
end-‐
user
saHsfacHon.

•  …
Remember:
40%
(esHmate)
of
all
IT
service

Summary

✔ IT
self-‐service
will
reduce
Level
1
support

✔ End-‐user
acceptance
varies
greatly

✔ IT
self-‐service
requires
constant
care
and
feeding

• 
AddiHonal
Features
in
LANDesk
Web
Desk

–  Roll
out
Web
Desk
to
your
Analysts
and
enable

them
to
work
anywhere
with
an
internet

connecHon

• 
Brand
New
LANDesk
Self
Service

–  Empower
your
end
users
to
log
their
own

incidents
and
ﬁnd
their
own
answers
–
using
a

modern,
intuiHve
website

• 
Powerful
LANDesk
Service
Catalogue

–  Enable
your
end
users
to
make
their
own

requests
–
for
somware,
hardware,
services

Version
7.4
-‐
Compelling

CapabiliHes

•  Speak
to
your
Sales
Rep
about
Version
7.7

– LANDesk
Service
Desk
7.4
oﬀers
new
products,

new
features
and
lots
of
usability
improvements

•  AddiHonal
Features
in
LANDesk
Web
Desk

•  Brand
New
LANDesk
Self
Service

•  Powerful
LANDesk
Service
Catalogue

•  Broader
LANDesk
SoluHon
IntegraHon

•  Find
out
more
on
www.landesk.com

•  Request
a
product
demonstraHon

Next
Steps…

49

Thank You!

The
informaHon
herein
is
the
confidenHal
informaHon
and/or
proprietary
property
of
LANDesk
Somware,
Inc.
and
its
affiliates
(referred
to
collecHvely
as

“LANDesk”),
and
may
not
be
disclosed
or
copied
without
prior
wriien
consent
of
LANDesk.

To
the
maximum
extent
permiied
under
applicable
law,
LANDesk
assumes
no
liability
whatsoever,
and
disclaims
any
express
or
implied
warranty,
relaHng
to
the

sale
and/or
use
of
LANDesk
products
including
liability
or
warranHes
relaHng
to
fitness
for
a
parHcular
purpose,
merchantability,
or
infringement
of
any
patent,

copyright
or
other
intellectual
property
right,
without
limiHng
the
rights
under
copyright.

LANDesk
retains
the
right
to
make
changes
to
the
informaHon
herein
or
related
product
specificaHons
and
descripHons,
at
any
Hme,
without
noHce.
LANDesk

makes
no
warranty
for
the
use
of
the
informaHon
herein
and
assumes
no
responsibility
for
any
errors
that
can
appear
nor
does
it
make
a
commitment
to
update

the
informaHon
contained
herein.
For
the
most
current
product
informaHon,
please
visit
www.landesk.com.

Copyright
©
2010,
LANDesk
Somware,
Inc.
and
its
affiliates.

All
rights
reserved.
LANDesk
and
its
logos
are
registered
trademarks
or
trademarks
of
LANDesk

Somware,
Inc.
and
its
affiliates
in
the
United
States
and/or
other
countries.
Other
brands
and
names
may
be
claimed
as
the
property
of
others.

HDI Capital Area and Corporate Updates April 23, 2014

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HDI Capital Area and Corporate Updates April 23, 2014