1. 1 Service Desk…? @barclayrae #ITSMgoodness barclayrae.com

2. 2 Snog, marry, avoid…? Quick kiss? Long term partner No thanks… @barclayrae #ITSMgoodness barclayrae.com

3. 3 What kind of relationship do you want? @barclayrae #ITSMgoodness barclayrae.com

4. 4 What kind of Service Desk do you need? @barclayrae #ITSMgoodness barclayrae.com

5. 5 Service Desk? Quick fix? Long term partner No thanks… @barclayrae #ITSMgoodness barclayrae.com

6. Current dilemmas in ITSM Are we/will we be relevant? (ref cloud, BYOD, mobile, social, gamification) Is ITIL relevant? What is the future for Service desk? Is it broken and does it need re-defining? Should SLAs be banned? What's the point of a service catalogue? What is a service catalogue?

7. Do we need a Service Desk?

8. We don’t need a Service Desk, IF  We can eradicate all issues and problems associated with IT  We are happy that customer communication is handled in an 'ad hoc' manner  We can eradicate all issues and problems associated with IT  We are happy that customer communication is handled in an 'ad hoc' manner

9. 9 Service Desk? Quick fix? Long term partner No thanks… @barclayrae #ITSMgoodness barclayrae.com

10. Quick Fix? Service Desk: o Provides fast and accessible service o Offers options an access and fulfilment o Is easy to do business with o Is clearly marketed – i.e. for what it does

11. Long Term Partner? Service Desk: o Provides value-added services o Understands the business and your requirements o Offers more than just support and fix o Provides end-to-end solutions

12. No Thanks..!? Service Desk: o Not embracing new technologies and ways of working o Offering single approach for all o Over-focussed on SLAs and KPIs – or the wrong ones o Focus on Incident processing rather than customer experience o Fussy/formal and process driven o Not taking on extra (non-IT) support areas

13. 13 Service Desk Futures? @barclayrae #ITSMgoodness barclayrae.com

14. Service Desk Futures Not just fixing/logging: Organising, liaising Delivering, providing Leading, facing Providing varying levels of service + contact Managing the experience Adding value where appropriate

15. Service Experience - principles Customer experience drives delivery SLA is worst case Manage customer expectations – e.g. keep updated/check closure Report by customer experience not ITSM process (customer satisfaction not total # calls logged in a month) Delivery in order of value to the business Maximum benefit Minimum risk Optimum cost Fastest possible route to closure Fix, fulfilment, answer, re-direction etc Minimum touch points ‘Shift-left’ – more first time fix and Self Service (cheaper, faster, easier to manage)

16. Service Desk Code of Practise What’s our business / who are our customers? What are our standards/ethics/codes of behaviour? How do we provide service to our customers? What are our services? How is our success measured? How do we deliver? How do we manage? Details…

17. Service Desk Futures Not just fixing/logging: Organising, liaising Delivering, providing Leading, facing Providing varying levels of service + contact Managing the experience Adding value where appropriate

18. 18

20. Invest in the service desk o If you want brilliant (awesome) service, hire brilliant people o Service Desk Manager - pivotal, game-changing role o 3-way pull - service desk team, customers, the rest of IT Get in control of statistics and motivation Get the department on-side and get authority Make tools and processes work for you Build a SD code of conduct Make it an aspirational place to work Be clear on basic rules and goals - give staff flexibility to excel Know your stats but keep an eye on the bigger picture

21. 21 A brilliant partner…is responsive, flexible, not driven by ego, supportive, knows you, knows how to communicate with you, works out how to live with you, always there, changes with you, grows in the relationship with you…

22. A brilliant service desk..? o Is the focal point for the delivery of IT services - and is supported by other back office and support groups o Is regarded and actively supported by management as a valuable asset, not just a cost centre o Has high levels of first line and first contact resolution (70%+), low levels of attrition (>5%) and minimal telephony abandon rate (>5%) o Has very high levels of customer advocacy and satisfaction ratings o Is seen as an aspirational place to work

23. A brilliant service desk: o Is a key element in relationship management o Provides options on levels of contact and services provided o Is flexible and able to respond to new challenges and technologies o Finds new ways of constantly improving the customer experience o Is the engine to develop issue reduction and improve o Is recognised as a key asset and value creator

24. 24 Thank you for listening… www.itsmgoodness.com @barclayrae #ITSMgoodness barclayrae.com