NEXT GENERATION SERVICE DESK. Paul Anderson Director of Operations Global Service Desk

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1 NEXT GENERATION SERVICE DESK Paul Anderson Director of Operations Global Service Desk

2 We provide the first and, in many cases, single point of contact to our managed services customers. The Service Desk owns, manages and operates Computacenter s End-to-End Response, Incident and Request Management processes whilst also being a critical part of the other ITIL processes operate by other parts of Computacenter s organisation. Customers supplied in over 100 countries Access to 153,000+ knowledge articles End users supported in over 113 countries 3,500 staff in Service Desk 30 locations 12.1m contacts per year 800,770 tickets per month languages 30 supported Including Mandarin +APAC languages 2

3 NEXT GENERATION SERVICE DESK NGSD IS AN ESSENTIAL COMPONENT OF A DIGITAL WORKPLACE TRANSFORMATION 3

4 TIME FOR CHANGE THE FUTURE OF IT SUPPORT 53% of employees are frustrated by a lack of flexibility in working practices. 75% believe access to the technology they want to use for work is more important than ownership. 1 Workplace service providers face an increasing challenge in delivering effective and useful services to increasingly empowered end users. 2 Many mainstream organisations are in a position whereby their most important asset (their staff) is being held back from performing optimally. 3 In today s workplace, employees expect a consumeroriented experience and to be able to resolve issues without assistance from agents. 4 1.Understanding Digital Natives Research Report, Computacenter, Q The Forrester Wave: EMEA Workplace Services, Q The Connected Workplace, May 2016, TechMarketView 4. Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace, Gartner

5 SERVICE DESK TRENDS BIG DATA, SUPPLY CHAIN, AND ANALYTICS INTELLIGENT OPTIMISATION NEW USER EXPERIENCES DIGITAL & PHYSICAL BLUR /CONNECTED DEVICES SELF-SERVE FUNCTIONALITY SERVICE DESK TRENDS USER ANALYTICS USER-AWARE SUPPORT SYSTEMS CROWD SOURCING & PERSON-TO-PERSON SUPPORT ROBOTIC PROCESS AUTOMATION OPEN, MODULAR APPROACH 5

A CONSUMER-LIKE EXPERIENCE DEVELOPED BY USERS, FOR USERS Organisations have become expert at delivering an engaging, digitised experience to customers.

IT SUPPORT MUST: Switch from reactive to proactive Support the full range of devices deployed across a business Cultivate and make IT knowledge widely

6 A CONSUMER-LIKE EXPERIENCE DEVELOPED BY USERS, FOR USERS Organisations have become expert at delivering an engaging, digitised experience to customers. This must now be extended to their own people in order to improve productivity, and attract and retain the best talent. IT SUPPORT MUST: Switch from reactive to proactive Support the full range of devices deployed across a business Cultivate and make IT knowledge widely available Make IT services available 24/7 and 365 in ways that embrace how and where users work Deliver a great user experience through repeatable, predictable processes and predictable adoption 6

Self-log an issue Automated password resets (inc.

7 ENABLING USERS AND THEIR BUSINESS IN A DIGITAL WORLD NGSD AT THE HEART OF DIGITAL + EMPOWERING USERS Mobile Application available in ios and Android Self-service Help Me knowledge database Self-log an issue Automated password resets (inc. AD) Self-service user requests DISRUPTED TO PRODUCTIVE This Affects Me (patent pending) Need To Know broadcasting Web chat with analysts Biometric security 7

8 CHANGING USERS BEHAVIOUR ADOPTION FRAMEWORK DISCOVERY AWARENESS ENGAGE & LAUNCH ADOPTION & ADVOCACY How do I agree the best approach for implementation? Do I know what it is, what it means, and why are we doing it? What s in it for me and my organisation? What does it feel like? I like this Qualification & foundation Define plan & resource Baseline user community Consult with stakeholders Analysis of data and alignment of plan Shaping the message for each user community Coaching the business champions Being visible and representing the user Refreshing what we know of the solution How will you benefit from the changes? Incentives Design adoption recovery plan Baseline reporting requirements Provide feedback Behaviour change, becoming a norm Analytics and trending Benefits realisation Capture the experience Define reporting 8

9 A FEATURE RICH EXPERIENCE DESIGNED FOR USERS Optimum user experience Out of the box Proven results Fully integrated Single sign on and About Me Consumerisedto make users forget it s a corporate system All natural user journeys designed in to make the workflow intuitive to use Available out of the box -standalone tools require configuration: Reduces implementation effort, timescales and cost Increases predictability of timescales and outcome Across IT, Retail, Consultancy and Financial Services organisations -users choose to use our online channels, despite still having the phone available Award winning combination of innovative Next Generation tools fully integrated with the Computacenter Managed Service Desk processes We know you and present your personalised NGSD experience instantly (Scripted single sign on and About Me) Broadcasts Broadcasts on critical issues with a one click on the patent pending This affects me feature to log a child ticket Log an Issue Log issues with ease with commonly occurring & My Kit shortcuts, natural language categorisation, broadcasts and webchat View my issue Clear tracking with expected fix times, update issue feature and outside of SLA chase my issue feature Raise a Request Apps store style access to top 20 requests, full catalogue, simple process to raise a request Track My Request and My Approvals Transparent track and trace, dialogue and chase my request features and quick approval access for my approval chain Knowledge Quick access to top fixes, saved articles, best in class search engine, continual improvement process Webchat intelligent and journey based Easy access to chat to an analyst without having to call Password Hub One stop shop for all passwords with robotic automation, and non-robotic options in the portal and network password resets in the app 9

10 NGSD IN ACTION BUILDING NGSD A Hothouse includes colleague discovery, formation of a joint team, setting business objectives and launch date as well as agreeing the project plan and governance. The Hothouse with Computacenter short-circuited weeks of traditional planning.we were able to make decisions on the spot and ensure joint ownership. Simon Gerhardt IT Production Service Directory, Hays TRANSITION Managed and governed through the intense collaborative, co-located work done by talented people under pressure! END-TO-END TESTING Adoption and communication. Ensured that user expectations, functionality and performance requirements were met! FAST IMPLEMENTATION Soft launch, launch and hypercare. We are now deploying to customers in a 12-week implementation! 10

11 NGSD VS. ITSM TOOLS ITSM Tools ITSM Tools Designed for users Fundamentally a user-focused Engagement Platform Designed to make users forget it s a corporate system Inherently developed and designed for back-office use and workflows We acknowledge the arrival of new features/functions and continuously evolve our NGSD portal Available out of the box Reduces implementation effort, timescales and cost Increases predictability of timescales and outcome ITSM tools are a long way from fully formed out-of-the box. Must be designed, configured and built adding cost and time Integral User Adoption Dedicated adoption team working with business sponsors -driven until results achieved Built in to product features, ie. promotion in IVR pre-queue wait ITSM vendors are in the market to sell licenses. Driving user adoption and delivering a superior user experience is not their primary objective Fully integrated Award winning, innovative Next Generation tools, integrated with the Computacenter Service Desk processes Integration into platforms incl. ServiceNow, HP OpenView, Cherwell and BMC Remedy We acknowledge customers wish to retain existing platforms and offer a rich set of integration options TeamUltragives us a USP when integrating the NGSD benefits with ServiceNow specifically 11

OUR EXPERIENCE HAYS DIGITISE IT SUPPORT Hays has chosen to take IT support to the next level Consultants enjoy responsive, flexible and always on IT support

at Hays now happen online, including an average of 1,180 web chats and 370 self-logged incidents per month.

12 OUR EXPERIENCE HAYS DIGITISE IT SUPPORT Hays has chosen to take IT support to the next level Consultants enjoy responsive, flexible and always on IT support Issues are resolved faster Accessible online and via a mobile app The new service has been fully embraced by Hays consultants 60% of IT support transactions at Hays now happen online, including an average of 1,180 web chats and 370 self-logged incidents per month. Next Generation Service Desk has streamlined the support experience for our staff, freeing them up to focus on their day job. Simon Gerhardt IT Production Service Directory, Hays HAYS AND NGSD DEPLOYMENT Watch the video 12

13 OUR EXPERIENCE ADOPTION RATES SHIFT ONLINE HOTHOUSE TRANSITION END-TO-END TESTING FAST IMPLEMENTATION 4 MONTHS SHIFT ONLINE TARGET 50% SHIFT ONLINE AT LAUNCH 60% CURRENT AVERAGE ONLINE INTERACTIONS 72% 40% 40% 52% 50% 55% 80% 40% 48% 43% 13

14 THANK YOU 14

ENGAGEMENT SERVICES ENGAGEMENT

ENGAGEMENT SERVICES ENGAGEMENT SERVICES SOLUTION SUMMARY EFFECTIVE USER SUPPORT FOR THE DIGITAL WORKPLACE Transforming employee engagement with self-service, preventative analytics and user adoption services The latest devices. The