key strategies for reducing service desk calls
TRANSCRIPT
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KEY STRATEGIES…
For reducing service desk calls
George SpaldingExecutive VPPink Elephant
Brian KerrSenior Managing Consultant
Axios Systems
Martin StewartContent Marketing Manager
Axios Systems
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1. Why reduce service desk calls?
2. Demands on the service desk
3. Top level strategies: Reduce or divert demand
4. Strategic Matrix: Demand Type vs Strategy
5. Processes & Operations Activity
6. Digital Platform for Managing Demand
7. What NOT to do
8. Takeaways
Key strategies for reducing service desk callsAgenda
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•PHONE SUPPORT - £25
•Email Support - $15
•Peer Support - $7
•Enhanced self-service - $5
•Crowd-sourced community support - $2
Source: HDI
Service Desk Analyst Salaries
Why reduce service desk calls?Calls to the service desk cost a lot of money
DO MORE WITH LESS!
Source: HDI
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Demands on the service desk
End user device
Service Usability
Infrastructure Device
Failure Demand
Information Demand
Value Demand“Something went wrong
with…”“I need to know…” “I need something new…”
Service Availability
/Capacity/
Performance
What are the root causes of service desk demand?
Request Status
Service Status Application Best Practices
Service App Access
Data Device
Access (Password Reset)
Change
Who? What?
When?
Why?
Where?
How?
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Problem Management
Service Design
Top level strategies: Reduce or divert demandThe “Toolbox” for reducing service desk calls
Reduce Demand
Self-resolution Knowledge
Base
Self-logging
Divert DemandGet it right first time round…or solve it
before it hitsSelf-service
Self-serve password reset tools
Service Catalog
Peer Support Forum
Pro-active “Push”
communication
Message Center
Web and Mobile
interfaceSystems Monitoring
Change Management
Service Transition
Automated Routing
Delivering the right service and delivering the service right. Trap errors before impact. Communicate, Empower, Automate
Peer Support Forum
Training
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Strategic Matrix: Demand Type vs StrategyUse a matrix to focus attention
Failure Demand Information Demand Value Demand
Reduce DemandOn the service desk
Divert Demand
away from the service desk
Service DesignService
Transition
Pro-active “Push”
communication
Systems Monitorin
gProblem
Management
Change Manageme
nt
Self-resolution Knowledgebase Peer
SupportForum
Peer Support Forum Service
CatalogSelf-logging Self-
logging
Message Center
Pro-active “Push” communication
Self-serve password reset tools
Automated Routing Automated
Routing
Automated Request Routing
You want to INCREASE demand
in this area.Value demand serviced is
business value added.
Message Center
Service Design
Service Transition
“IT Marketing”Peer
Support Forum
Engagement
Training
Service Catalog
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Processes & Operations Activity – What IT doesThe way the whole of IT operates affects the volume of calls to the service desk
Service Design
Service Transition
Systems Monitorin
g
Problem Managemen
t
Change Managemen
t
Service Operation
Automated Routing
Engagement
Change Management
“IT Marketing
”
Pro-active “Push”
communication
CSI
Starting out right (Rarely done properly)
Plan to deliver the service that the business wants, make it robust, easy-to-access/easy-to-use to reduce friction and calls to the service desk
Bringing services online (Usually done in a hurry)
Minimize disruption to other systems/services which create floods of calls to the service desk
Training
Day-to-day failure/information/value demands
Preventing the causes of calls to the service desk, diverting demand around the service desk
Improve services (Reduce calls)
Increased service quality and improved support channels = reduced calls to the service desk.
Component Redundancy
Automated Failover
User Experience Design (UXD)
Release Management
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Digital Platform for Managing DemandDigital Portal – A strategic tool for reducing service desk calls
Message Center
Peer Support Forum
Knowledgebase
Self-logging
Service Catalog
FAQs
Chat
VALUEDEMAND
INFORMATION
DEMAND
FAILUREDEMAND
DIGITAL PORTAL
END USER COMMUNITY { Password
Reset
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What NOT to do: Throttling Demand“Quick Losses”
• Stop picking up the phone• You can’t hide.
• Promote the email channel• Fewer calls…but more calls…• Calling end users back to refine the details
• Charge business units on a per call basis• They won’t pay …OR…• They won’t call. Productivity takes a hit.
• Anything that only serves the service desk’s agenda• …will exacerbate the end user’s situation
• The fallout from throttling demand:• Decreased business productivity• The business gets REALLY annoyed with the service desk• Negative impact on the Service Desk/IT budget• Fuel the Shadow IT trend. Create a downward spiral for
corporate IT.
A WORKABLE solution needs to
be Mutually BeneficialThat means putting yourself in the shoes of your IT customers:Think “Outside In”
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TakeawaysAsk the right questions…upfront…and save pain later
• Where do I start?
• What is the nature of the demand put on my service desk?
• What strategies and tools will help me reduce or divert these end user demands?
• What are the priorities? Which strategy will have the greatest impact soonest – for my service desk and for my end users?
• How can I empower IT to prevent failure, deliver value and communicate?
• How can I empower the end user community to service their own demand?
• Keep asking these questions. The nature of demand is every-changing.
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Blog.axiossystems.com
@Axios_Systems
Search “Axios” on LinkedIn
George SpaldingExecutive VP, Pink [email protected]@gspalding11 / @theitilexperts
Brian KerrSenior Managing ConsultantAxios [email protected]
Martin StewartContent Marketing ManagerAxios [email protected]@itsmsavvy
Read the whitepaper“Top 7 ITSM Trends for 2014 and
Beyond”
www.axiossystems.com/trends
View the webinar:“Boost knowledge management with Social IT”
j.mp/1otDM1K