The Help Desk Is Dead,Go Re-invent YourselfOctober 2013MISAC

Dan TurchinServiceNow | Sr. Director Product Management

2

The Help Desk is Dead

1. How’s the world changing?

2. What are the cultural implications of mobile and social?

3. What technology trends are driving IT innovation?

4. How do I remain relevant in the next decade?

3

So who’s the short, nerdy dude?

4

“By 2017 the CMO will spend more on IT than the CIO.”Laura McClellanGartner Research

5

Are You Ready?

6

But first…

7

8

Millennials in the workplace

Millennials…1. Have never used a land line, fax machine, or dial-

up modem

2. Get answers online, often on social networks

3. Use a personal mobile device for business

4. Don’t work in an office

5. Don’t compartmentalize work and life

9

Want to stay relevant?

Service Delivery

Service Automatio

n

ReactiveProactive

Tactical Strategic

Obstacle Enabler

“The best way out is always through.”-Robert Frost

10

Case study #1: Facebook

11

Case study #2: Google

12

Case study #3: Omnicare

13

The world in 2021

14

What’s ahead?

Consumerization

Gamification

Personalization

Machine learning

Sensor networks

Singularity

15

Technological singularity

16

Create a culture of innovation

Reward good ideas.• Gamify your KPIs.• Start a hack-a-thon.

Re-think your workspace.• Create ad hoc meeting spaces.• Paint the walls.

Cultivate a bias for action.• Produce something every two weeks.• Don’t let great be the enemy of good.

Be the new IT.• Trust unproven talent.• Be a catalyst. Not a reactant.

17

Three great reads

18

“Everything you can imagine is real.”-Pablo Picasso

Dan TurchinSr. Director Product Management

e: dan.turchin@servicenow.comp: (408)899-3954

m: (650)533-0918