In today’s communication age, The Workplace is anywhere, working hours are anytime and the diversity of devices we choose to live our private and business lives through, seemingly changes weekly. Leading consumer organisations know their user base, understand the shopping habits of their customers and shape their services around them, so why can’t business IT think in the same way?

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What is The Service Desk of the
Future?
Dave Ewart/Mike Matthews

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http://www.fujitsu.com/global/about/corporate/info/index.html
Fujitsu at a Glance
• Fujitsu is the leading Japanese information and communication technology (ICT) company,
offering a full range of technology products, solutions and services.
• Approximately 159,000 Fujitsu people support customers in more than 100 countries. We
use our experience and the power of ICT to shape the future of society with our customers.
• Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.8 trillion yen (US$40
billion) for the fiscal year ended March 31,2015.
Did You Know?
• Fujitsu is the world's fifth-largest IT services provider and No.1 in Japan.
• Fujitsu is among the world's top five providers of servers.
• FORTUNE named Fujitsu as one of 'the World's Most Admired Companies' in 2013.
• Fujitsu Group holds about 97,000 patents worldwide.
• Fujitsu is part of the Dow Jones Sustainability Indexes (World), FTSE4Good Index
Series, and Oekom research.
• Newsweek ranks us as the seventeenth most eco-conscious company in the world.
(Newsweek's Green Rankings).

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Fujitsu’s Service Desk
GDC Service Desk Capability
 24*7 Global Operations
 Over 29 Languages
 Over 1,700 Service Desk Staff

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Today’s World

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Perception?

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Industry comment
With the changing demographic it is expected that
by 2020 60% of the workforce will have some level
of duty of care to a close family member.
Therefore the historical working practice of going
to a fixed place of work from 9 – 5 everyday will
not support this changing workforce requirement.
As a responsible business BG must empower its
workforce to operate in an agile and flexible way
that supports both family and business balanced
priorities.
Ian Peters MD of British Gas speaking about
responsible business;
USER-CENTRIC will increase
CUSTOMER SATISFACTION
by
Gartner 2017 Global EUS Market
A major market shift in End-User Services market moving from
a model based on minimising down-time to a model focused on
net-gain, increasing employee confidence in IT provision.
Need to strike the right balance between IT customer
satisfaction and higher levels of IT-business engagement, in a
cost optimal manner.
Through 2017, IT service support organisations that adopt
user-centric, ITSSM next practices will increase customer
satisfaction by 25% and business productivity by at least 10%.
John Rivard, Gartner Research Director
Claims of the death of the IT service desk are greatly
exaggerated.
Although the Nexus of Forces present challenges to
traditional IT service desks, it also enables opportunities to
modernize the business user experience.
The ability to demonstrate value is paramount, and modern IT
service support must place more emphasis on proactive
business user productivity enablement.

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Our customer

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Today’s consumers are always connected

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Wherever they are

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Using anything

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All the time

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Many are very “IT smart”

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Some aren’t

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Some have better “personal” IT

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Some don’t

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Who calls The Desk outside of business

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Crowdsourcing

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What does it really mean?
Many people work at anytime
Many people work from anywhere there is
Internet connectivity
Many people are choosing the devices to
use for business that they prefer
Most people expect a choice of support
options
Not everyone is GenY or a Millennial
The CxO needs to demonstrate the value of
IT to his/her business
Crowdsourcing is often the preferred
method for gaining support/information
This means they need support 24/7
Working behind an hotel proxy isn’t like
being on the LAN
Device diversity increases support
complexity
Not everyone wants to or can use the
telephone
Different skill levels require different
methods of support
We need to measure business outcomes,
not P3 tickets
What is Social Support?
ServiceDeskoftheFuture

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Achieving the perfect balance
Shifting Left

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Creating a Value Centre

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Building the Service Desk of the Future
Stop thinking about just IT and start thinking what THE USER and
THE BUSINESS needs
• Provide The Business and Users with a single place to go for all of their
business support needs
• Build a heartbeat, using information you already hold, into a single view
• Orchestrate this heartbeat information so that it can be consumed by the
BUSINESS and BUSINESS USERS either reactively or proactively, when
required
• Provide a compelling User Experience, using familiar formats, minimal
clicks or questions and generate high levels of adoption and utilisation via
user and peer group advocacy

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Tomorrow’s Service Desk needs
Service Intelligence
Easy to find
PersonalisedBetter
Any device
Simple
AnywhereAnytime
Choice
Contextual
Connected

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The Service Desk of the Future isn’t this,,

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Summary
“Putting End Users at the Heart of the Business”
Service Desk of The Future
“Service Desk will always exist in some form, but it needs to evolve to stay relevant”
“Blend of technology and people”

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Summary
Blended
Consumerised
INTELLIGENT
NotjustIT
Encourages
Utilisation
“Putting End Users at the Heart of the Business”
Service Desk of The Future

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Questions?
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