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The Future of Desktop Support - HDI Northcoast Chapter
- 1. © HDI 2014. All Rights Reserved The Future of Desktop Support Rick Lenhart Program Manager, ITIL Expert Pomeroy IT Solutions
- 3. 1. Is Desktop Support going away? Desktop Support 2. Is the Role Changing?
- 4. …. Know the past 1980’s 2016
- 5. Current State - Typical User ?
- 6. In the new “our” world… 1. Do we need a new image? 2. We must support the business. 3. We must keep current with technology.
- 7. What’s in a name ? Desktop Support is the most common name after IT HelpDesk or Service Desk
- 8. What do you call it? • Technical Support • Business Infrastructure Services (BIS) • Technology Service Center • Geek Squad • End User Services • Enterprise Information Delivery Solutions Team • Apple Genius Bar
- 9. What do you call them? PC Tech Desktop Engineer Break / Fix Tech System Admin DeploymentTech MobilitySpecialist
- 10. A Shift is Happening More organizations are integrating Desktop Support with the Support Center.
- 11. More Incidents Resolved Remotely
- 12. Skilled staff are still needed.
- 13. DS = Technology + Customer Service
- 14. Do Certifications Matter? • Required • Paid more • Impacts promotions • Influences hiring
- 15. Required Certifications • CompTIA • ITIL • HDI • Microsoft
- 16. Outsourcing Desktop Support • 82.9% do not out outsource this function • Is there a shift to bring it back in house?
- 18. Required Support Technologies Top 3: Remote Control, Incident Management & Knowledge ManagementTop 3: Remote Control, Incident Management & Knowledge Management
- 20. Requests Take More Time
- 21. Customers are Going Direct to DS
- 22. Customer Satisfaction Email and Website are most commonly used to collect Customer Satisfaction data Email and Website are most commonly used to collect Customer Satisfaction data
- 23. Staying Current with Technology And Trends •Bring Your Own Device •Mobility •Consumerization •Cloud •Virtual Environments
- 24. BYOD Interesting stats: •Currently, 74% of companies allow some sort of BYOD •89% have mobile devices connecting to their networks •More than 50% of network devices will ship without a wired port Pros: •Enhanced productivity (perceived) •Better mobility •More availability Cons: •Security (device and network) •Manageability •Supportability •Ownership •Expectations •IT knowledge and development lacking
- 25. Devices Supported • 86.1% of DS team support mobile devices • 67.8% support telecommunications
- 26. Consumerization of IT Providing more choice and more access points. “The Internet of Things”
- 27. Cloud has moved the computing, and the data, but not the user or the device.
- 28. Virtualization Centralizing the data, the applications, and the configurations. Shifts from application support to connectivity support.
- 29. Free to HDI Members To get additional research statistics, download or view online the 2014 HDI Desktop Support Practices & Salary Report Also available via the HDI Reading Room app ThinkHDI.com/DS
- 30. © HDI 2014. All Rights Reserved Thank You Rick Lenhart rick.lenhart@pomeroy.com
Editor's Notes
- Let’s address the elephants in the room first. Is desktop support going away? I have heard some say that Desktop Support will be extinct due to the cloud and mobile devices. How many of you believe desktop support will be gone within the next 10 years? 5 years? 3 years? 1 year?
- The HDI Desktop Support Advisory Board released a whitepaper this year that speaks to the needs of desktop support professionals to adapt to the new world. There are three core areas of focus. We need a new image. We need to support the business, not the technology. We need to continue to stay current with the changes in technology. Let’s explore these needs a little closer.
- We need a new image. Yet the most common name for people working in this profession is Desktop Support. It is what most people quickly recognize when you are talking about technical support professionals who will come to you and provide support. In many organizations, desktop support is part of the support center with the most common names being IT Help Desk or Service Desk. Is it okay to keep the name Desktop Support? How many of you are considering a name change to better reflect what you do today?
- So what are you going to call yourselves? The Geek Squad has developed a strong brand around what as historically been called desktop support services. And now there is the Apple Geniuses Bar. Any ideas for a better name than desktop support?
- We have seen a shift over the past few years. More organizations are integrating desktop support into the support center. Have any of you done that? Why did you do it? What have been the challenges? What have been the results?
- One of the reasons that many organizations are going this way is because the remote control tools are allowing desktop technicians to resolve issues without being dispatched to the location. 43% of desktop support teams resolve more than half of their tickets remotely. A quick poll: What percent of desktop support tickets are now resolved remotely in your organization? 1-25% 26-50% 51-75% 76-99% 100%
- Independent of whether they are a separate support group or part of the support center, organizations still need talented staff. 67% of organizations are hiring either to fill open positions or to expand their staff. And some of this is due to technicians moving on in their careers. With 21.9% turnover, organizations continually are faced with the need for talented staff. Raise your hand if your organizations has hired or plans to hire at least one new technician this year.
- Desktop support requires a combination of technical and customer service skills. These professions require continual learning and companies are investing in training. Over half of all organizations invest in technology training and/or customer service training.
- When asked if certifications matter, we hear that some organizations require certifications, some pay more for having them and some report that certifications impact promotions. 31% reports that certifications are an important criteria for hiring. How many of you hold at least one certification?
- The top four require certifications come from CompTIA, ITIL, HDI, and Microsoft. 55.7% require CompTIA’s A+ certification and 46.9% require either the HDI Support Center Analyst or the HDI Desktop Support Technician certification. How many of you require certifications from: CompTIA ITIL HDI Microsoft
- How many of you work for an organization that has outsourced desktop support? Most organization, 82.9% do not outsource this function. And we have seen this grown over the past 3 years. Is there anyone here who has outsourced it and has now brought it back in house?
- Let’s discuss support the business. This means we must align our mission of technical support with the needs of the business. We may need new skills, or at least learn how to talk the language of business. Priorities for projects need to be based on business needs and the expected return on investment. When proposing changes to the infrastructure, you need to be able to forecast and justify the return on investment as well as talk about the value to the business.
- When asked what technologies are must haves to provide successful desktop support, organizations ranked Remote Control, Incident Management, and Knowledge Management as the top three technologies the past 4 years. In 2012, Remote control moved from #2 to #1. How many of you would agree with these survey results?
- How many of you measure incidents and service request separately? If you don’t you need to. I suspect this will continue to go up as organizations update their tools. 53% of support issues relate to incidents and 44% relate to service requests.
- Request generally take more time and because they are not as urgent, the response time is longer. The mean time to respond to an incident is 30-60 minutes. For requests it is 2-4 hours. For those that measure them separately, do you have different service levels for each?
- This research result surprised me. 42.9% of customers either call or email desktop support directly. This has been a shift away from the support center as the single point of contact. We have yet to explain it and without that explanation, I see this as concerning. Has anyone seen this in their organization? And if so, why is it occuring?
- As an industry, desktop support is doing well. 91% of customers are satisfied of very satisfied with the service provided. So there is still room for improvement. Most organizations use Email or a website to capture customer satisfaction information. How do you capture customer satisfaction information related to desktop support? Email Phone Interoffice mail, I assume this is some form of written survey or postcard. Postal mail, also a written survey response. Website other
- And our final area of focus for the future is on staying current with technology. There are 5 key trends that you need to monitor. Bring Your Own Device Mobility Consumerization Cloud Virtual Environments
- Let’s talk about BYOD – Bring your own device. Similar to BYOB, you bring the flavor of your choice. This information is from the DSAB whitepaper and not from HDI research. 74% of organizations currently allow some sort of BYOD. How many of you allow BYOD? Do you place limits on what they can bring or is it wide open? How many of you allow BYOD mobile devices to connect to your network? BYOD has is pros, which is why companies are turning to it. Not listed is the perception that it is cheaper for the company. From the Cons standpoint, security and supportability are big concerns.
- What devices desktop support is supporting continues to grow. 86% support mobile devices and 68% support telecom. Beyond the normal desktop and peripherals, what do your organizations support via the desktop support teams?
- Consider the impact of mobile devices on IT, beyond mobility and security. Not only are people bringing their own devices to work, they are now bringing their own applications to work. It was not that long ago that support manager were fighting with the sales team who wanted to access the network using smart phones and ipads. Now those same people are using applications that they are getting from places other than IT. Do you allow that? Can you really stop it? Do you support those applications? Perhaps you have to support the connectivity of them? Where is this corporate data being kept? Same questions, just a different context now.
- Have you heard that the Cloud is going to make things easier? That the cloud will reduce the support needs? Consider this: the cloud is moving the computing and the data, but not the user or the device. You will still need to help users with connecting their devices and gaining access to the cloud applications. Who is supporting cloud applications today? How has it changed your support volume? How has it changed what you do in support?
- And finally, virtualization. It is almost like moving back to the days of the mainframe with dumb terminals. The applications, the data, and even the configuration information is centralized. The focus is on connectivity at the workstation. Who has implemented virtualization? How has it impacted support?
- Annually, HDI conducts research on desktop support practices as well as salaries. This report is free to HDI Members can be accessed via our website and the HDI Reading Room App.