Kelly HuntFlyCast

Kelly Hunt is a Senior Solutions Consultant with Flycast Partners. Kelly joins the Flycast team with more than 15 years of IT experience with an emphasis in database administration and ITSM. Kelly is also ITIL v3 certified. Having worked with a variety of ITSM software publishers, Kelly delivers valuable insight to organizations transitioning legacy systems to Cherwell Service Management™.

“Using Self Service to Drive Productivity”

Self ServiceHow to be more effective in the day to day of IT

Presented by:

Kelly Hunt

Senior Solutions Engineer

Flycast Partners

Who We Are

What We Do

Using Self Service….Self Service is truly one of the best tools in the IT Toolbox. However, there are so many stories of failed Self Service rollouts, no one using the system, returning to the “pick up the phone” method – how do we incorporate Self Service into every day, obtain measurable results from Self Service and encourage our customers to use it?

Best Tool in the Toolbox

Before we begin, let’s think about our goals as part of the Service Desk• KPIs, KPIs, KPIs• Call Avoidance• Technician Improvement• Excellent Customer Service• High Customer Satisfaction

Best Tool in the Toolbox

We will take a look at how Self Service helps us to achieve each of these goals, and in turn grow the Service Desk overall• KPIs, KPIs, KPIs• Call Avoidance• Technician Improvement• Excellent Customer Service• High Customer Satisfaction

Best Tool in the Toolbox

Let’s start by looking at how the Service Desk can make Self Service successful……..

Identify the Key Performance Indicators for Self ServiceKey Performance Indicators factor in in two ways from a Self Service perspective• The Overall Success of Self Service• Impact of Self Service on the overall Service Desk Performance

Use Cherwell’s Self Service to enable measurement of the success of your Self Service site• Number of new Incidents/Requests logged

through Self Service• Segregate the MTTR for Self Service logged

Incidents/Requests• Measure FCR/No Agent Involvement from the Self

Service Portal

Measure, Measure, Measure….

The ONLY way to know the success of any component of your Service Desk is to measure that success. Before implementation and deployment of Self Service, identify the key factors for your organization’s success. Identifying these metrics prior to implementation allows for successful planning of your Self Service site.

• Percentage of new Incidents/Requests logged through Self Service provides the ability to understand the time savings for Service Desk technicians. Every incident logged through Self Service translates to less data entry for Technicians. Further – this helps to identify the overall usage and popularity of the Self Service site – has it been socialized enough?

• Mean Time To Resolve (MTTR) for Self Service logged Incident/Requests provides visibility into the effectiveness of “self help” options such as Knowledge and Discussions – give Customers the tools they need to solve the problem themselves!

Measure, Measure, Measure….How does Self Service translate to the rest of the Service Desk functions?

• Reduced Technician time for data entry, “chasing” customers, and providing status updates translates into what every Service Desk should be about – continuous Technician and Process Improvement! Too often, days are consumed with the mundane tasks of data entry, repetitive updates and skill-less work. With a successful Self Service implementation, Service Desks have more time to focus on what matters.

• Collaboration with Customers helps to identify key areas that should be focused on for improvement. As collaboration will be key (as we’ll soon see) incorporating Customer feedback, experience and requirements that result from their use of a well executed Portal helps to provide an alternate path for continuous process improvement.

Call Avoidance Call Avoidance may not sound like a nice term, but as a Service Desk this is truly what we’re all about. Reducing the number of inbound calls helps to focus on the day to day. When executed properly, Call Avoidance translates to improved Customer Satisfaction, reduced MTTR, and overall better Customer Service.

• Use Discussions and Knowledge to drive Call Avoidance• Make Product Documentation easy to find • Publish Reports and Dashboards for real-time information• Make Status, Priority and Ownership visible for Customers

Technician Improvement

What is the biggest obstacle any Service Desk faces when it comes to improving Technician skills? TIME! A well executed Self Service Portal gives time back to the Service Desk. Reduced data entry, Self Help options, transparency – all of these Self Service benefits translate to more time! The Service Desk now has the ability to build on existing skills, identify trends, and improve overall process.

Customer Service and Satisfaction

How does less calls, less agent intervention, and more Self Service translate to improved Customer Service and Satisfaction?

• Customers are empowered to find their own solutions – quick, easy, intuitive interfaces that translate to solving their own problems immediately provides a sense of satisfaction

• Reduced inbound traffic allows the Service Desk to focus on process and continuing improvement – this translates to overall better Customer Service and Satisfaction

• Collaboration – we’ll talk about this in more detail, but providing Customers a voice leads to overall improved satisfaction and service

Now – The Customer

So, now what? How is that perfect Self Service portal achieved? • Keep it Simple – if this is the first time your organization has used a Self Service

Portal, keeping options limited, easy to use and intuitive helps in customer adoption.

• Provide relevant content – Don’t overwhelm Customers with information that they can not use. Present information that is key to them, helps in organizational transparency, and is of value to the customer.

• Collaborate – Don’t design in a vacuum. Involve Customers, and see what their immediate and long term needs and wants are. Help your Customer to become your best advocate

• Socialize, Socialize, Socialize – Find ways to ensure word is getting out about your Self Service site. Measurement and Improvement are impossible without use!

• Have a clear roadmap – Most Self Service sites will go through an evolution. Starting with simple, easy to use options and progressing into more robust content will encourage adoption. However, know what the plans are for the Portal – Keep Organized and Focus

Keeping it Simple….As mentioned previously, the Self Service Portal will likely evolve after time, adoption and usage. Start small. Phased approaches work for Self Service too!

• Identify the Top Ten Requests submitted to the Service Desk – use Cherwell’s Specifics and Automations (OneSteps) to make submission of these Top Tens quick and easy

Provide Relevant Content

Information Overload can be a major stumbling block with Self Service. This ties to our Keep it Simple approach. If the information presented is irrelevant to our Customer, they’ll begin to ignore even the important pieces! Ways to filter information might include:• Limit Outages and Problems by Location – Only present those outages

that might affect the logged in user.• Provide Visibility into Customer Specifics – Present a view of Customer’s

Devices, Customer’s Incidents, Department news.

Collaborate

Collaboration is key. Collaboration should be part of initial design certainly, but also part of an ongoing effort. Don’t limit the creativity of your Customers! As the primary Self Service users, their feedback is valuable, and key to success. • Design, Design, Design – Design workshops are a key component of success in

every part of a Service Desk design. This applies to Self Service as well. Invite key Customers (perhaps those that log the most volume) and solicit their feedback and input before the initial design even begins. See the Self Service portal from their perspective!

• Provide Feedback and Suggestion Box methods – Whether it is a “Health Check” Survey, or using the Service Request module to enable a “Suggestion Box”, feedback and ongoing suggestions are valuable – make it easy for Customers to have a voice

• Explain Phased Approaches – Help Customers to see the longer term vision for your Portal, and the importance of a Phased Approach.

Collaborate

Cherwell helps to foster collaboration as part of the core Self Service functionality. Think about maintaining these capabilities in your Portal!

Use Discussions to foster conversation and collaboration between Technicians and Customers.

Knowledge is Key! Along with making your Knowledge Base available, ask Customers for their feedback and comments!

Socialize, Socialize, Socialize

Now that we’ve invested all of this effort, how do we Socialize the Self Service Portal? Letting Customers know that it’s available, live, and full of content tailored to them is as important as good design!• Internal Communications – If you have a Company communication or newsletter,

“tease” the Self Service site as development continues. By the time Go Live is announced, Customers will have knowledge and visibility into goals, content and value.

• Social Media – Twitter? Facebook? Even Instagram! If your organization is social media minded, use it to announce Self Service!

• Incorporate Links in Email – Add a link to Self Service to all of your Email Templates (OneSteps in Cherwell provide a great way to standardize these emails!) and encourage recipients to visit the site

• Direct Customers to Self Service for common documents - Cherwell provides the ability to include Document Repositories on every site. Locate common documents here, and direct customers here for future requests

Have a Clear Roadmap

We’ve talked a lot about planning. In reality, design and planning can continue (and hopefully will) long past implementation. To maintain success however, all involved need to know what the end goals are. While these might change, define the vision early and often!

• Define the roadmap and vision with each and every design session• As the roadmap changes, based on input from the customer community,

document, document, document. Socialize, publicize and keep everyone focused

• Review new product functionality and use this as a method for ensuring focus

Discussion and Q&A

• What are YOU doing today that has translated to Self Service success?• Struggling with Self Service in your organization? What are your challenges?• Need help with a roadmap? What are the long term visions?

Thank you for attending this session.

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