Upload
dan-turchin
View
798
Download
0
Embed Size (px)
DESCRIPTION
The Help Desk is Dead. Now Go Re-invent Yourself. My slides from the Atlanta ServiceNow User Group. June 18, 2013.
Citation preview
The Help Desk Is Dead,Go Re-invent YourselfJune 2013Atlanta ServiceNow User Group
Dan TurchinServiceNow | Sr. Director Product Management
2
The Help Desk is Dead
1. How’s the world changing?
2. What are the cultural implications of mobile and social?
3. What technology trends are driving IT innovation?
4. How do I remain relevant in the next decade?
3
So who’s the short, nerdy dude?
4
“By 2017 the CMO will spend more on IT than the CIO.”Laura McClellanGartner Research
5
Are You Ready?
8
Millennials in the workplace
Millennials…1. Have never used a land line, fax machine, or dial-
up modem
2. Get answers online, often on social networks
3. Use a personal mobile device for business
4. Don’t work in an office
5. Don’t compartmentalize work and life
9
Want to stay relevant?
Service Delivery
Service Automatio
n
ReactiveProactive
Tactical Strategic
Obstacle Enabler
“The best way out is always through.”-Robert Frost
10
Case study #1: Facebook
11
Case study #2: Google
12
Case study #3: Omnicare
13
Case study #4: ALJ
15
What’s ahead?
Consumerization
Gamification
Personalization
Machine learning
Sensor networks
Singularity
16
Technological singularity
17
Create a culture of innovation
Reward good ideas.• Gamify your KPIs.• Start a hack-a-thon.
Re-think your workspace.• Create ad hoc meeting spaces.• Paint the walls.
Cultivate a bias for action.• Produce something every two weeks.• Don’t let great be the enemy of good.
Be the new IT.• Trust unproven talent.• Be a catalyst. Not a reactant.
19
“Everything you can imagine is real.”-Pablo Picasso
Dan TurchinSr. Director Product Management
e: [email protected]: (408)899-3954
m: (650)533-0918
© 2013 ServiceNow All Rights Reserved
San Francisco, CA • Moscone Center • April 27-May 1
22
The new IT
Real-Time CMDB
Data Certificatio
n
Service Impact
Management
Cloud Provisionin
g
Communication. Collaboration. Agility.
23
What Does It Mean To Have A Service-Driven Culture?
Measure. Monitor. Manage. Improve.
Correlate business impact with services
Assign owners and costs to services
Map infrastructure and applications to
services
24
Why Shift?
Reduce• Expenses• Downtime• Risk
Improve• Visibility• Customer satisfaction• Profitability
25
Plan Your Strategy
Consolidate your
app portfolio.
Empower employee
s with self-
service.
Automate key
processes.
Drive cultural
awareness.