jeffrey m. brooks, ms cis & mba research director, … delivers the technology-related ... every...

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• Jeffrey M. Brooks, MS CIS & MBA

• Research Director, Gartner

• Co-Author “Help Desk Manager’s Crash

Course”

IT Service Desks Must Evolve

IT service support in the future will look dramatically different from how it

looked in the past!

The Modern IT Service DeskThe Traditional IT Service Desk

Key Issues

1. What current and future challenges do IT

service desk organizations face?

2. How will IT service desks modernize to

position themselves for IT service support of

the future?

3. What roles will IT service desk vendors play in

the modernization of IT service desks?

Why Can't IT Service Desks Get It Right?

IT Service Desk Monthly Performance Report

January February

Tickets Opened 445 512

First Contact

Resolution Rate

62% 65%

Average Hold Time 36 seconds 36 seconds

Average Talk Time 8 minutes 8 minutes

Abandonment

Rate

4.9% 5.1%

Customer

Satisfaction Rate

4.21 4.23

Solid performance by industry standards does not automatically equate

to business value

What the Service Desk Provides: What the business responds with:

So

what…

Too much to measure!

MTRS

% Projects Completed

Messages per

Second

Disk/Network Throughput

Adopt a Balanced Approach to Metrics

Productivity

Efficiency

End User

Satisfaction

IT Staff

Satisfaction

Align Your Metrics

Goal

CSF

KPI

Metric(s)

You Have to Ask!

Prove Value or Perish

By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to the inability to clearly show value in IT services.

Why it will happen:

• IT Key Metrics data shows both IT

Spending as a Percent of Operational

Expense and IT Spending as a Percent

of Revenue declining over the past 5

years with no projection of increasing.

• Staffing is the largest percent of spend

of the I&O organization

• I&O organizations are not maturing the

manner in which they present metrics

surrounding their services

• I&O organizations will not properly

align metrics against CSF’s of the

business.

Why it won't happen:

• I&O Organizations will no longer utilize unaligned canned reports available in ITSSM Tools in favor of value based reporting

• I&O organizations will work closely with the business to understand their perception of value to ensure services delivered are measured against the business users desires rather than operational goals of the I&O

• I&O organizations will mature in the manner they utilize metrics to ensure proper business alignment

The Nexus of Forces

10

IT service support has to modernize to account for changes in complexity of IT

services and in business expectations.

Mobility•BYOD

•Always On

•24/7 Support Required?

Social Networking•Mass Collaboration

•Feedback Mechanism

•Collective Intelligence

•Expertise Identification

Information•Big Data

•Advanced Analytics

•Context Aware

Cloud Computing•Flexibility in Sourcing

•Expanded Business

Functionality

ITIL Updates: Change Course?

ITIL V3

• Service Strategy

• Service Design

• Service Operation

• Service Transition

• Continual Service

Improvement

• Revised in 2011

• Lots of Reading

• Overlaps with corollary areas

• Comprehensive

• Improved consistencyIn Short ... Stay the Course!

Rightsizing IT Service Desk Support

Social-Media-Enabled

Crowdsourcing Automated Request

Management and Password

Reset

HVD and Remote Control

Break/Fix Assistance

Outage Notification via

Tighter Event-Monitoring

Integration

IT Service

Desk

11%

10%

27%

27%

5%

12%

7%

1%

1. Streamlining process

2. Reducing the total cost of IT support

3. Providing high levels of customer satisfaction

4. Staffing and organization

5. Having the right technology in place

6. Demonstrating business value

7. Responding to changes in the business

8. Other

13

Which Would You Indicate as Your IT Service Desk's Biggest Challenge?

Will IT Self-Service and Automation (Finally)

Reduce IT Service Desk Staffing?By 2014, 20% of IT organizations will reduce Level 1 IT service desk staff by 50%.

Reasons why SPA will be true

• Continued failure of IT service

desks to demonstrate business

value

• Continued budget constraints will

cause IT organizations to mandate

self-service as a primary support

option

• Reallocation of IT service desk

functions to Level 2 will only

consist of specific issue types

Reasons why SPA will be false

• Continued organizational

investment in IT service desk

maturity

• Current levels of investment are

too significant to cut bait

• Technology becomes too complex

for users to manage demand

efficiently in a self-service model

Key Issues





the future?



Provide an IT Service View

Ser-ver

FrameRelayCircuit

Res-ponseTime

Credit CardCheck

Database

Main-frame

OS

WebApplication

Server

Fire-wall

ServerServerSer-ver

OSOSOSOS

Middle-ware

Net-work

Stor-age

Business Service"Container"

Unhappy customer ...

Key business service impacted

Time to restore is 2 hours

What's changed?

Escalate to database team!

Use Social IT Management for Support

I need help!

Service Desk Support

Peer-to-Peer Support

Or…

Social

Software

Platform

Social:

Networking

Publishing

Feedback

Bookmarking

8%

13%

15%

8%

56%

1. Have already done it

2. Yes, within the next 6 months



5. No plans

18

Will You Integrate Social Media and IT Support?

Turn IT Knowledge "Text" Into Con-TEXT

•Simple Search

•Unstructured Information

•Text Documents

•Technology-Focused

• Conversational Search

•Structured Information

•Multimedia

•People-Focused

The bridge Rich Information Analysis starts with Knowledge Management

You need to be here, before you get here…

Gamify IT Support to Foster Engagement

Gamification of IT Support can:

• Reduce Onboarding Cycles

• Increase Analyst Skill Levels

• Promote Productivity

• Boost Engagement Levels

Gartner SPA: By 2014, 70% of large companies will use gamification for at least one

business process.

Gamification is the application of game mechanics to

non-game environments to motivate and change behavior.

Evolve the Service Desk Role ProfileLevel 1 2012 Level 1 2016

ResponsibilitiesTriage, Troubleshooting, &

Escalation ……Troubleshooting and Isolation to

the Component Level

Work ArrangementsMajority of Time Spent at

Desk……Time Split Between Desk and

Field

Success CriteriaFCR, Avg. Talk Time, Avg. Speed

to Answer…

… MTTR, Customer Satisfaction, Tickets Closed

Education & TrainingTroubleshooting Knowledge &

Experience …… Certified Professional

Credentials, ITIL Foundations

Knowledge & SkillsCustomer Service, Written and

Verbal Communication ……Technical and Domain,

Interpersonal

Key Behaviors Multitasking, Problem Solving,

Time Management …

… Process Adherence, Collaboration, Team-Focused

Tools PC, IP Phone, IT Service Desk

Software, Knowledge Base …

… Mobile Device, Remote Control Software, Desktop Management

Software

Mobile vs. MobilityBy 2017, 50% of IT service desk Level 1 analysts in large organizations will use

mobility technologies in their delivery of service, which is major increase from

the current 3% level.

Key Issues





the future?



2011 IT Service Desk Vendor Landscape

Vendor 2010 Revenue

(Millions, US$)

Share 2009 Share 2010 Growth 2010

BMC (+

Numara)

526.1 40.6 40 9

HP 221.6 19.1 16.9 -5.1

CA 103.7 7.6 7.9 11.8

ServiceNow 86.0 3.0 6.5 135.7

FrontRange 71.8 5.5 5.5 6.6

IBM 60.3 4.6 4.6 7.6

LANDesk 17.9 1.3 1.4 11.8

Other Vendors 221.1 18.3 17.2 -

Grand Total 1,308.5 100% - -

(Revenue in Millions)Source: "Market Share: All Software Markets, Worldwide, 2010"

IT Service Desk Revenue, Growth, Market Share and Change in Market Share

Vendors With $50 Million or More in ITOM Revenue 2010

The Tools Evolution

Incident Management, ProblemManagement, Inventory Management,

Metrics Reporting, Knowledge Management

Change Management, Self-Service, Service Request Management, SLA Management for

Incidents and Service Requests

Service Visualization,Release Governance, Social IT

Management, Service Support Analytics and Reporting, Mobility

IT HelpDesk Tools

IT ServiceDesk Tools

ITSSMTools

ITSIO

Level 1

ITSIO

Level 2

ITSIO

Level 3 to 5

Ma

turi

ty

Potential Innovation for IT Service Desks

Current Commodity Features of IT

Service Desk Tools:

Issue Tracking and Escalation

Inventory Management

IT Self-Service

Knowledge Management

Canned Dashboarding and

Reporting

Request Management

IT Customer Surveying

Codeless Design

Drag-and-Drop Workflow

Out-of-the Box Best Practices (e.g.,

ITIL)

Still Missing From Many IT Service

Desk Tools:

Mobility

Remote Control

Embedded Business Value Metrics

Ease of Process Integration

Custom and Complex Reporting

Social Media Capabilities

IT Service Visualization

Content Analytics for Knowledge

Management

Gamification

SaaS Accelerates Useful Life Cycle

Perpetual License Model

Capital Budget

High Initial Outlay

Additional ITSM Tools Available

Pay Maintenance & Support Ongoing

Customer Responsible for Infrastructure

HW and SW Upgrades

Average 5-Year Useful Life Cycle

Software as a Service Model

Operational Budget

Low Costs in First Few Years

Additional ITSM Tools Included

Maintenance & Support Included

Vendor Primarily Responsible for

Infrastructure HW and SW Upgrades

Average 3-Year Contract Term

What is the expected useful life timeline for the new service desk tool suite?

Work to understand YOUR specific costs of the various models over the life

cycle of the tool

38%

13%

40%

3%

6%

1. Stay with current on-premises vendor

2. Stay with current SaaS vendor

3. Replace on-premises vendor for SaaS vendor

4. Replace SaaS vendor for on-premises vendor

5. Outsourced

28

If You Had to Make an IT Service Desk Choice of Vendor Today, Would You…

What Does it All Mean?

30

The Traditional IT Service Desk is Dead

IT Service Desks

IT Score 1-3

Primary Objective/FocusLevel 1. Service support analysts who troubleshoot, provide

break/fix support when business users contacts them

FocusReactively enable productivity by working to resolve issues as

quickly as possible through transactional interactions.

Roles & ResponsibilitiesOwn Incident Management, Sits in a basement, supports basic FAQ

and IT self service, provides flat alerting and outage notification

Metrics(High) FCR, (High) Tickets Closed, (Low) Abandonment Rate, (Low)

Cost Per Contact

Tools/Toolkit (Standard)IP Phone, IT Service Desk Tools (Incident and Reporting),

Knowledge Base

Best Example Current model for IT Service Desk

Self Service vs. Self Sufficiency

31

Modern IT Self Service

Traditional IT Self

ServiceAssisted Unassisted

Web Chat

IT Application Stores

Remote Support

Collaborative

Browsing

Video Chat

Social IT Support

IT Value Marketing

and Notification

Knowledge Base

Email Response

Acknowledgement

“How To” Videos

Peer-to-Peer IT

Support

Gamification

Password Reset

IVR

Perspective Scripts

FAQ’s

Notifications

Issue Tracking

Simple Request

Management

vs.

Transform IT Service Desks to Business

Productivity Teams

32 32

(Biz Productivity Team)

IT Score 4-5

Primary Objective/Focus

Level 1.5 and 2.Technical advisors

working directly with end users to

identify and find solutions to business

problems

Focus

Proactively promote productivity by

enabling high levels of user self

sufficiency through teaching moments

and direct user interaction.

Roles & Responsibilities

Own Problem management, Engage the

business directly (Via mobile), community

management in social ITM, end user

training sessions

Metrics

(Low) FCR resolution, (High) Cost Per

contact , (Low) Tickets Closed, High CSAT

and Business Value Delivery

Tools/Toolkit (Standard)Mobile Phone, Remote Support Tools,

Client Management Tools, MDM Tools,

Best Example Apple Genius Bar, Best Buy Geek Squad

Gartner Predicts – Strategic Planning

• Through 2012, the average handle time of an IT service desk request will increase by 15%.

• By 2014, 90% of the ITSD market will be shared by 10% of the vendors (which is an increase

from 80% in 2011), due to growth of market leaders and vendor consolidation.

• By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to

the inability to clearly show value in IT services.

• By 2015, 25% of organizations will incorporate game mechanics for IT service support

processes.

• By 2015, 90% IT service desk and ITSSM tool vendors will provide new social media and

collaborative features for IT support functions within their standard offerings.

• By 2015, at least two of the following social attributes (networking, publishing, feedback and

analytics) will be included in the majority of IT service desk standard offerings.

• By 2015, less than 2% of interactions currently solved by the IT service desk will be solved

through internal end-user communities.

• By 2017, 50% of IT service desk Level 1 analysts in large organizations will use mobility

technologies in their delivery of service, which is major increase from the current 3% level.

33

Recommendations

� Identify opportunities for IT service desk evolution. Take small steps as necessary.

� Involve the IT service desk in the definition stages of new or changing IT services,

positioning them to be better informed and ready to support services more

efficiently.

� Perform a detailed ROI analysis to understand how future IT service desk

improvement efforts and technology innovation will affect efficiency, costs and

quality.

� Provide support analysts with service view data to enable faster problem

identification.

� Enhance IT service notification, end-user satisfaction surveying and IT self-service

with the use of social media.

� Differentiation among ITSD vendors will be outside of the core product in the

corollary products.

� Consider the five-year TCO of a SaaS solution rather than just the purchase price.

Action Plan for IT Support

OrganizationsMonday Morning

– Develop an IT service desk mission statement that demonstrates commitment to efficiency, cost optimization, and user satisfaction.

– Review current metrics being utilized and eliminate metrics which are not actionable

– Create balanced triangles using your metrics to determine if you have a multi-dimension approach to how you measure the I&O.

Next 90 Days– Amend your IT service desk analyst job description profile.

– Refine your IT service desk metrics and align them to CSFs and KPIs that are linked to business objectives.

– Ask the business what they consider to be Critical Success for the IT Service Desk.

Next 12 Months– Build a continual service improvement plan for your IT service desk.

– Evaluate your IT service desk vendor's ability to meet your IT support organization's long-term requirements.

– Turn metrics reports into value statements of how the IT Service Desk increased the productivity of the business.

Related Gartner Research� Creating an IT Governance Team for Your IT Service Desk

Jeffrey Brooks, Jarod Greene (G00228574)

� Why Can't Service Desks Get It Right?

Jarod Greene (G00211292)

� IT Service Desk Organizational Principles for Resource Optimization


� The Impact of Crowdsourcing on IT Support

David Coyle, Jarod Greene (G00214326)

� 'Socializing' IT Service Desk Best Practices to Improve End-User Engagement


� IT Service Desk Software-as-a-Service Vendor Landscape

Jarod Greene, Jeffrey Brooks (G00218314)

� The 2011 IT Service Desk Market Landscape


� A Balanced Triangle Approach for IT Service Desk Metrics


� The Mobility-Enabled Service Desk Will Change How Service Analysts Do Their Jobs

Jeffrey Brooks (G00231417)

� Introducing the IT Service Support Management Tools Market


� IT Service Support Management Tools Magic Quadrant Criteria

Jarod Greene, Jeffrey Brooks (G00231592)