Upload
others
View
2
Download
0
Embed Size (px)
Citation preview
Frictionless ITBuilding a Best in Class Helpdesk
Mindy Lieberman
Sr Director, IT
Zendesk, Inc
Frictionless IT
Great IT is not about what you do. IT is about how people *feel* about what you do.
ZENDESK: A NEW-GENERATION BEAUTIFULLY SIMPLE CUSTOMER SERVICE PLATFORM
Gartner Symposium Stressed the Need for CIO’s to Change
Themes:
IT needs to change
Become bi-modal
New era of customer service and expectations
Focus on influence not control
Customer experience is a key method for sustainable differentiation
Where Can Digital Services Have Tremendous Impact?
Source: Gartner Presentation, Implementing Bimodal IT-Delivering on the Promise, Simon Mingay, October 2015
FRICTIONLESS IT
Frictionless IT 1
2
Just Enough Process
3 Technology
Right People
PROCESS
What stuff are you doing?
● Tier 1 & 2: break-fix & general help● Projects● Operationalizing new capabilities from
Engineering● Compliance audits & fixes● Security
Think past, present, future
Agile is good for helpdesks, too
• Asset management• Vendor management• Incident management• Change management• Access management• Compliance
Light: Just Enough Structure (and ITIL)
● All Channels are good! ● First impressions matter● Configure where you can, code where you
must● Go higher touch when needed (VIP’s)● “If you see something, say something”● Communicate early when there is a problem
Your IT Brand
Metrics
• Only things you *can* measure
• Only things that will enable you to take action
• Be cautious of unintended consequences
• Make friends• Pilot• Don’t assume corporate
communication mechanisms will work -- DIY
• Show and tell
Device Management & Corporate Culture
PEOPLE
The Right StuffOr – What Are You Really Hiring for?
We hire Zendesk employees, not service desk specialists
Fun Fact: Zendesk IT is currently 26% female.
Set the Tone
• Start with “Yes”
• Talk to your customers like they are people
• You are an experience, not a transaction
• Humor is great
TECHNOLOGY
Apps• SaaS• PaaS / IaaS• On Prem
And...• UI matters
Architecture Approach - Wall to Wall Cloud
Architecture: Wall-to-Wall Cloud Business SystemsMarketing Sales Finance HR Support IT Collaboration
RevPro
• It’s call “IT” for a reason!
• Go for a single pane of glass
• Eliminate any google doc where you keep data
• Trigger human actions with workflows based on data changes
Automate for Scale
Enable Self-Service and Ticket Deflection
Set Smart Standards● PC’s are hard to kill● Control the SSO portal for app
discovery (SAML is your friend)● Be more cautious about Enterprise
Class for anything that touches the revenue chain
● Eventually: get legal, security and procurement involved
KEY TAKEAWAYS
Frictionless IT
1 Cloud First
2
3
Process - use a light hand
Mindset – Start with yes
4 People – if you have the wrong people, #1-3 don’t matter
Q&A