The New Global End User Services 24/03/2016

Transcription

1 24/03/2016

2 The transformation path 2017 The IT distributed services, in Enel Group, are managed by different services models and IT service management tools with a low level of usability in each country. GICT has launched a Transformation Program aimed at design and implement a new global model for end user services through a global service ensured by a single supplier which will provide the same service levels and processes for all countries. One global provider for end user services Easy & innovative solutions Launch of global tender (July) for a new global end user services model aimed at process standardization, suppliers rationalization, more effective and efficient services Tender assignment (December) 2016 Before Implementation of the new end user services model Transition & transformation phases Different end user services model Variety of provides Disparate process solutions

3 The main services in scope Supply of HW, SW and devices Service Desk Incident/problem management Service request management Self Service: support, provisioning, etc. HW, SW, devices provisioning HW, SW, devices delivery tracking: where is my request and when it will be delivered? Asset management Assets life cycle management HW /SW Device Distributed infrastructure management Workplace services Request management Support Distributed storage (Sharepoint, etc.) Local Server On- site Services Physical devices support Virtual devices support Standard end users Special end users (VIP/TOP, high mobility users, etc) Innovative solution: Tech Bar SW Distribution

4 Current scenario of end user services Figures World Wide Key Critical Issues ~ Users Workstations 24X7* Service Desk 4 continents 28 countries Site 8 Languages Calls/year tickets/year Different services models by geography Complex user experience Over 8 different IT Service Management tools Complex tools usability and delivery based Cumbersome processes Over 15 different suppliers 23/03/2016 *Partially covered by country 4

5 Objectives of end user services transformation New era for Enel people is coming! One Global service model and supplier (Atos) Processes standardization Global Foundation for new technology rollouts One Global IT Service Management Tool (ServiceNow) Easy, innovative and digital solutions Global Service Catalogue Same great service whether at home or abroad 23/03/2016 5

6 7 Commandments for sustaining end user services' transformation Services interpretation and prioritization based on employee needs, improving problems resolution and productivity Customer satisfaction and perceived quality measurement, through SLA and KPI results QUALITY & KPI SOCIAL ENTERPRISE PERSONALIZATION & PRODUCTIVITY INTUITIVE CUSTOMER EXPERIENCE User-friendly solutions driven by customer journey analysis SELF HELP TOOLS Allowing customers to be able to take care of themselves, thanks to FAQ, tutorials and automated workflow resolutions, etc Increasing enterprise collaboration tools and social place where meet peer to peer IT support ENTERPRISE MOBILITY SERVICE PROACTIVE SUPPORT Predicting and proactively resolving problems reducing desk interaction Anytime and anywhere access to service on the user preferred channel 23/03/2016 6

7 1 The New Global End User Services The new era for Enel people A single Portal for IT services IT Service Portal A Global Service Catalogue Self Help Self Service Multi device access (PC, Tablet, Smartphone) Multi contact channel (Chat, Web, etc.) Choose your product Look for the solution Ask a question View the catalogue and choose your product! Look for your solution among those available now! The fastest way to get help!

8 Key benefits expected from end user services transformation Decrease of incidents opened Increase of incidents solved at Help Desk first level Increase of remote resolution Costs reduction deriving from the power of Triple One (ONE call, ONE click, ONE provider) Continuous transformation of the service levels Optimization of local on site service 23/03/2016 8

9 Thank you