Contemporary trends in IT Service Management

1. ICT Summit Paramaribo 2015
Game changers in ITSM – Contemporary trends in IT Service Management
Annemarie Wolfrat MSc. – Consultant TOPdesk

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Service
Catalogue
Shift Left
KCS
Customer

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Game changers
Service Management – a complicated landscape
· Service catalogue
· Shift left
· Knowledge centered support

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Service delivery
Not the same as service management

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Supporting departments
Service landscape
Customer
Supplier

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Service landscape
IT & IM
Customer
Supplier
eHRMFM / RE
Supportingdepartments

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Service landscape
IT & IM
Customer
Supplier
eHRMFM / RE
Informative processes
Reactive processes
Proactive processes
Supportingdepartments

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IT & IM eHRMFM / RE
Customer Customer Customer
Self Service Service Catalogue SLM
Customer
satisfaction
Supplier Supplier Supplier
SLA’s Supplier management Links Contract Management
Supplier
Supportingdepartments

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IT & IM eHRMFM / RE
Customer Customer Customer
Self Service Service Catalogue SLM
Customer
satisfaction
Supplier Supplier Supplier
SLA’s Supplier management Links Contract Management
Supportingdepartments

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IT & IM FM / RE
Customer Customer Customer
Self Service
Supplier Supplier Supplier
SLA’s Contract ManagementSupplier management Links
eHRM
Customer
satisfaction
Service Catalogue SLM
Supportingdepartments

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Service
Catalogue
Shift Left
KCS
Customer

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Service catalogue
· Hot topic in the service environment
· Serves as front door
· Shared Service Management
· Self-service
Shift

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One stop shop
· Opening hours
· Adress(es)
· Range of products and services
· Terms of delivery

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Service catalogue principles
· Opening hours
· Point(s) of contact
· Range of products and services
· Terms of delivery

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Self-service made easy
· Your service catalogue is your service
departments’ web shop
· Quick, easy and rewarding for all parties involved

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Service
Catalogue
Shift Left
KCS
Customer

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Shift

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Savings at the customer’s expense?
No, extra resources at your customer’s disposal

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Shift left
Moving
expensive
tasks to 2nd
lineMoving tasks
to front
office
Migrating
calls
Optimize
SSD usage
Eliminate
waste calls
Time
Costpersolution
User 1st line 2nd line 3rd line

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Eliminate waste calls
· Self-Help first
· Simple acts and solutions
· Manuals
· Knowledge base
· Problem management
· Educate users

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Moving tasks to front office
· Standard, simple changes
· 2nd line incidents

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Business case
First quarter of 2015 TOPdesk
604 1st line incidents / 2 FTE
249 2nd line incidents / 3 FTE
Sum of parts is too simple, but 2nd line is almost 4
times as expensive as 1st

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Shift left = sharing knowledge

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Service
Catalogue
Shift Left
KCS
Customer

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Service desk challenges
· Incidents are mostly repetitive
· Fragmented knowledge
· Various sources of information

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Knowledge-centered support (KCS)
· Integrate the creation and maintenance of
knowledge into the customer exception process.
· Evolve the knowledge based on demand and
usage.

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· Develop a knowledge base of the collective
experience of the organization.
· Recognize learning, collaboration, sharing, and
improvement.

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UFFA WorkflowCreate incident
Search
knowledge base
Article
found?
Article
correct?
Research or
escalate
Solve incident
Add item to
knowledge base
Fix item or flag
for feedback
Use knowledge
item
Close incident

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Results
· More efficient incident, request and event
management processes
· Shared ownership of information
· Higher level of maturity for the affected
processes
· Improved customer and support agent
satisfaction

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TOPdesk example
· Initiated by support agents themselves
· Pilot for 3 months
· Less time required to solve incidents
· More time available for more complex incidents
and problems

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Service
Catalogue
Shift Left
KCS
Customer

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View this presentation online on
www.slideshare.net/TOPdesk
Annemarie Wolfrat
a.wolfrat@topdesk.com