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ELIZABETH CHOLAWSKY,
VP AND GM, IT SUPPORT AND ACCESS LINES OF BUSINESS, CITRIX
@ECHOLAWSKY
Service Desk 2.0: More Uptime in 2013 and Beyond
A Different Kind of UPTIME
• Using any device they want; not issued by IT
• No longer at their desk• Combing any apps they want
without telling IT• More technically savvy• Turning to Google, social sites
and friends for help• Expect a Genius Bar
experience
Your Customer in the 2.0 World
Service Desk 1.0:The User’s Point of View
IT slides into irrelevance
IT is so controlling! They won’t let me have the apps I
want.
Their service policies actually prevent me
from getting my work done!
WhenWhen will they get out of this
reactive mode?
Forget it. I’ll do it myself!
How Did We Get Here?
MOBILE DEVICES
• 4.8B smartphones by 2016• 39% of US adults own a tablet• Average of 3 networked devices per
user globally: smartphone, tablet, laptop…
10BMORE APPLICATIONS UNIQUE CONFIGURATIONS
• Average user has 14 business applications, 22 personal apps, 3 computing platforms
50%• Every device is unique, personalized
once used• Average corporation has 1M+
unique user configurations• 50% of employees contingent and
outside the firewall by 2020
INFINITE
Net-Net: Exponential IT support burden
Mobility Is Overwhelming Service Desks
What Has Been the Impact of Mobile Devices on Your IT Service Desk Over the Last Two Years?
• 81% of organizations reported that mobile devices have increased their service desk workload over the last two years
• The majority of these organizations also stated that they have not increased their staff to address the enhanced demand
• Fewer than 15% reported no impact
….And many organizations do not track information that would help them pinpoint efficiencies
Source: The Impact of Mobility on the IT Service DeskPublished 17 July 2013 ID: G00251936Analyst (s) Terry Cosgrove and Jeffrey M. Brooks
�Operate anywhere, any time, any platform�Restore user satisfaction �Be more efficient with no additional resources�Be mobile first�Maximize uptime
Rethink Support Delivery
Move from Service Desk 1.0 to Service Desk 2.0Your release notes follow….
Service Desk 2.0
1. Mobile First, Mobile Equal1. Release 2.0 includes the same capabilities for all mobile
devices as we have for PC, Mac and Laptop management.
Service Desk 2.0Release Notes
1. Mobile First, Mobile Equal2. Mobile Device Support (MDS) and Lightweight Mobile Device
Management (MDM) come standard in Service Desk 2.0
Service Desk 2.0Release Notes
Capability Mobile Device Management (MDM)
Mobile Device Support (MDS)
Full Remote ControlChat
DiagnosticsScreen Shots
Profile Push/Configuration
Reporting & AnalyticsPolicy Management
Real-Time MonitoringLocation
PerformanceDevice Provisioning
Inventory/Asset Management
• Recognized increased mobility demand from their client base
• Recently moved one of their medical clients from PCs to iPads
• Needed to quickly and efficiently offer remote support and network monitoring to mobile customers
Mobile Support “Our Game Changer”
“Using the GoToAssist IT support tool allows us to do this and has been a complete game changer for our company.”
– Bryan Brooks, IT Manager, SPRT IT Solutions
� In an upcoming release
Mobile Application Management• MAM is quickly becoming a requirement
for most enterprises (IDC, 2013 MAM & Security Technology Assessment)
• Consider app wrapping and SDKs
Mobile Content Management• What do you do with a problem called
Dropbox?
Service Desk 2.0Release Notes
Photo: Courtesy of www.forbes.com
Service Desk 2.0Release Notes
IT Pros are people, too!
1. Mobile First, Mobile Equal3. In this release all IT Support
professionals’ tools are also available on a wide range of mobile devices
Service Desk 2.0Release Notes
2. Multi-Channel Support
1. Release 2.0 now includes a knowledge based and user self-help content
2. Community forums are available as an optional upgrade
Changing demographics influence service preferences
Phone
ChatSelf-
service
Social Media
1946
4457
76
2415
2816
10
109
1312
3
434
8
2524
1214
10
Seniors
Boomers
Gen-X
Gen-Y
Net Gen
Q: When you want service or support for a product or service are you most likely to seek help?
77% of “Net Gen” want service by
chat, social media or web self-service
Source: TSIA.org
Citrix Global Customer Support Saw Big Benefits by Moving to Self-Service
20% 17% 16% 14% 13% 11% 10% 8% 8%
80% 83% 84% 86% 87% 89% 90% 92% 92%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Q12011
Q22011
Q32011
Q42011
Q12012
Q22012
Q32012
Q42012
Q12013
Agent assisted Self Service
$1.67
$1.38
$1.13 $0.89
3M
6M
8M
11M
$-
$0.20
$0.40
$0.60
$0.80
$1.00
$1.20
$1.40
$1.60
$1.80
-
2,000,000
4,000,000
6,000,000
8,000,000
10,000,000
12,000,000
2010 2011 2012 2013
Total cost / interaction Total interactions
GCS Agent Assisted & Self-Service Volume GCS Incident Volume & Cost Per Interaction
Assisted support decreased by 60% within 2 years
Assisted support decreased by 60% within 2 years
Cost per interaction decreased by 47% over 3
years
Cost per interaction decreased by 47% over 3
years
Self-Service Alone Will Not Solve Your Problems
3.27
3.96
4.05
4.33
4.64
0 1 2 3 4 5
Self-service
Web chat
Phone
Field Service
Self Service is most desired
and least satisfactory
Raise CSatscores by adding
in the human connection
3. Chat is a mandatory Channel1. Service Desk 2.0 has been substantially enhanced with
full multi-channel capabilities. Implementation of chat is mandatory.� Release 2.1 will include Interactive Customer Response
(rule-based processing and intelligent interaction)
Service Desk 2.0Release Notes
Communities
Social Support
KMS & Self-Help Live Assistance
4. Agent/Customer Location Mashing1. All Web pages used with SD 2.0 will generate a unique
identified that will allow the agent to immediately see what the customer is asking about
Service Desk 2.0Release Notes
Service Code can pull account detail,
jump the queue and provide page
history
4. Agent/Customer Location Mashing1. Screen sharing is mandatory in all customer interactions
1. If customer and agent are chatting, connection will be by the push of a button. If customer and agent are talking by phone, connection will be by issuing a code for the customer to input on a Web page.
Service Desk 2.0Release Notes
Improved first call resolution rates by as much as 70%
Customer satisfaction scores jumped as high as 90 to 97%
5. Complete interaction tracking1. Any time and agent and customer have an interaction,
information about the incident will be automatically logged into a ticket
Service Desk 2.0Release Notes
Reduced outstanding call backlog
by 25%
Expects 300%
revenue growth
5. Complete interaction tracking2. Standard metrics will be changed to reflect customer
satisfaction; efficiency metrics will only be available on a per request basis
Service Desk 2.0Release Notes
5. Complete interaction tracking3. Summarized information from incidents will be
automatically included in the Knowledge Base
Service Desk 2.0Release Notes
Saved one full-time head
count
To All Progressive Help Desks: This notice confirms
END OF LIFE FOR SERVICE DESK 1.0
Service Desk 2.0Release Notes
Thank you for attending this session.
Don’t forget to complete the evaluation!