SESSION 806 Friday, April 15, 10:15am - 11:15am Track: Support Center Optimization

Beyond the Genius Bar Doug Tedder Principal, Tedder Consulting LLC dougtedder@att.net

Session Description Genius bars. Shift-left support. Dematerialization. The Internet of Things. Wearables. Big Data. The list of trends and leading-edge technological advancements in the world of IT service and support continues to grow. With technology evolving at such a rapid pace, is your support center prepared to evolve? In this session, you’ll take a forward-thinking look at the impact of rapidly emerging trends, how those trends stand to impact today’s support center, and what it will all look like in the future.

Speaker Background Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than twenty years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager, and he holds many other industry certifications besides. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor.

Session 806

Beyond the Genius Bar

Doug Tedder

Principal, Tedder Consulting LLC

Today’s Agenda

• All the rage!

• Trends, influences, and what is happening now

• A look into the crystal ball

“All the rage”

• “Self Service!”

• “Genius Bar”

• Remote Control

• Social Media

• Virtualization

• Cloud Computing

• Dematerialization

• Wearables

• IoT

• Big Data

• Personalized Service

Business is exploiting its use of IT like never before!

Emerging Technology Trends

Influences

• Cyber threats

• BLOYOD

• Ever-increasing / shifting regulatory environment

• Consumer

– Negligence

– (un)Awareness

IT is changing

Current

• Organized by Technology

• Waterfall development

– Handover from Development to Run and Support groups

• “Protect and Control”

Emerging

• Organized by Service Delivery

• Build and deploy in “small bites”

• Business Relationship Management

The Support Model is changing (has changed?)

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Internet Search

Call the Service Desk

Phone a friend

A look into the crystal ball…

…at what‘s beyond the Genius Bar

What will change

• All support becomes personalized

• Support Center expands beyond IT

• Support truly becomes proactive

• “App” mentality expands beyond mobility to enterprise

These changes will further change IT

Current

• SD role is incident management and request fulfillment

• Service Catalogs that aren’t Service Catalogs

• Over-engineered Change Management

• Siloed IT– “Throw it over the wall” – “It’s an ops issue now”

Future

• SD role expands to DevOps/Agile teams

• Service Catalogs that describe outcome, value, business enablement

• Release Management steps up; Change Management “right-sizes”

• IT – “enable and facilitate”

• Emotional Intelligence

• Customer Service Skills

• Communication Skills

• Logical Thinking

• Understanding the business of the business

What won’t change

While the Support Center will evolve, some fundamental things won’t change

Get ready now!

• Define services!

• Become an expert in the business of the business

• Continue to invest in yourself

• Promote the use of your support center in areas outside of IT

• Get involved!

Doug Tedder

Principal, Tedder Consulting LLC

(317) 703-4075

@dougtedder

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