Date post: | 18-Feb-2017 |
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0 Copyright 2016 FUJITSU
Fujitsu Forum 2016
#FujitsuForum
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Exactly what makes The Next Generation Service Desk?
Mike Matthews
EMEIA Offerings Lead, Service Desk & Service Orchestration (SIaM)
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Expectation
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Why change? - Today’s Workers
Today, if a consumer cannot get an app to work within 5
minutes, he/she will uninstall it and download another
Very few of todays IT workers go to Google Page 2 to search
for information
Today’s consumers stay loyal to and evangelize about brands
that deliver the services / products they want
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Ask a Friend
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Today’s Workplace
Today’s workplace is “Anywhere” and the working hours are “Anytime”
24 / 7
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A Day in the Life of
End Users
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Avoiding past mistakes
“Any Customer can have any color they want, as long as it’s black”
Henry Ford
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Avoiding past mistakes
Claims of the death of the 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.
Jean Rivard, Gartner Research Director
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Avoiding past mistakes
SDI’s latest research , supported by direct engagement with the service des industry has revealed a clear shift from service and support organizations prioritizing control and stability to a model that prioritizes business value creation activities. SDI’s industry-wide benchmarking report reflects this trend with a 5% shift of time and resources formerly dedicated to reactive firefighting moving to undertaking proactive strategic projects
Oliver O’Donoghue Head of Research and Insight
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Avoiding past mistakes
32% of ITSM professionals said they were struggling with self-
service end-user adoption
42% of ITSM professionals indicate that low self-service
adoption causes them the most pain in daily service desk life
Younger audiences want to self-serve, and they don’t want to interact with a human directly unless they absolutely have to
47% of ITSM professionals see succeeding with self-service
and/or service catalogue as their top service desk priority in 2016
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The future is a blend
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Intelligent and Cognitive
Choice
Role relevant Services
A Consistent User Experience
24/7:365 Availability
To Support the User
Simple To Use
Multiple Device Support
Context
A Familiar User Interface
Be Better Service Intelligence
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Consistent, Virtual Agent Powered Experience
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GDC and local organization 38 languages
Step by step call allocation
Highly skilled Fujitsu Agents
Expert Incident & Problem Management
Unique Sense & Respond method
Telephone
Simple, familiar design, easy to use
Support for multiple business requirements
Consistent UI
Consistent UX
Available from multiple devices
Available 24/7:365
Portal
Integrated into Portal, same UI
Reset and unlock Active Directory Accounts remotely, off-LAN
Reset and unlock a multiplicity of Applications
PWR
Interactive, cognitive Virtual Agent, embedded into solution
Contextual understanding of requirement
Natural language Understanding and Response
Learns and Improves
Self-Help
One stop Fixit Button for
“This doesn’t work, click here to fix it”
Available from Mobile, tablet and PC based devices
Simple and quick resolution without explanation required
Self Heal
One place to go for all business support needs
Supports DILO of End Users, not just IT
Knows who I am
Considers my role
Considers my Skillset
Knows my environment
Knows my device(s)
Supports ME
Converged Support
Contact with an expert without dialing The Desk
Ability to multi-task whilst chatting
Agent can handle multiple contacts
Familiar methodology
Same UI as for all other channels
Instant Messaging
Inter-connected, Omni-Channel
Traditionally But now with this (and more) additional functionality
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Traditionally But now with this (and more) additional functionality
GDC and local Organization 38 languages
Step by step call allocation
Highly skilled Fujitsu Agents
Expert Incident & Problem Management
Unique Sense & Respond method
Telephone
Simple, familiar design, easy to use
Support for multiple business requirements
Consistent UI
Consistent UX
Available from multiple devices
Available 24/7:365
Portal
Integrated into Portal, same UI
Reset and unlock Active Directory Accounts remotely, off-LAN
Reset and unlock a multiplicity of Applications
PWR
Interactive, cognitive Virtual Agent, embedded into solution
Contextual understanding of requirement
Natural language Understanding and Response
Learns and Improves
Self-Help
One stop Fixit Button for
“This doesn’t work, click here to fix it”
Available from Mobile, tablet and PC based devices
Simple and quick resolution without explanation required
Self Heal
One place to go for all business support needs
Supports DILO of End Users, not just IT
Knows who I am
Considers my role
Considers my Skillset
Knows my environment
Knows my device(s)
Supports ME
Converged Support
Contact with an expert without dialing The Desk
Ability to multi-task whilst chatting
Agent can handle multiple contacts
Familiar methodology
Same UI as for all other channels
Instant Messaging
Provisioning and managing Social Forums which offer crowdsourced support
Managing and moderating customer forums
Insight as a service
Identifying trends
Social Support
Voice ID to authenticate user before multiple subsequent tasks
Reduce AHT
Enhance Security
Integrated into SCC service
Contextual
Available off LAN
Voice Biometrics
Window on the World
Dynamic view of service availability and performance
Ad Hoc Reporting
Dynamic CSAT and USAT visibility and manageability
Personalized view of information
Dynamic Dashboard
Analytics that automatically grows understanding of customer business
Add context to EUS and business delivery
Differentiate between critical and non business critical events
Proactively prevent issues from occurring or mitigate impact
Cognitive Analytics
100% automated request fulfilment
No need for Approver
User can only see what they can have
Consistent UX
Available from multiple devices
Available 24/7:365
Automated Request Fulfilment
Push information relevant to User(s) and to their roles and environments
Individually configurable information, format and view
Outlook Calendar Integration
Smart Info
!
Robotics Process Automation
Self Learning Support
Service Improvement
Augmented Reality
AI and Robotics
Continuing to evolve
And even more functionality
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Many of these people choose to work at times and from locations
that suit their personal circumstances
Today, people stay loyal to cool brands and advocate
their use
Many of today’s IT Workers don’t choose the telephone as their first choice of contact method
Key Points
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Visit the Stand
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