Don't Be a Settler

PowerPoint Presentation

2016 Information Services Group, Inc. All Rights Reserved.

2016 Information Services Group, Inc. All Rights Reserved#

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Get Ready for the Digital WorkplaceDont Be a Settler



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Four Forces Changing Sourcing Digital WorkplaceService DeskEnd-User Computing

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Focus on customers customer, speed & productivity2341Four forces changing sourcingDesign thinking Improve experiences for the customers customerData and analyticsRecommend fixes and predict next best actionCloud Reduce time to value and change expectationsAutomationRemediation and replication drives 20-40% cost reduction

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Moving to next-generation sourcingPrice by provider economicsService levels for in scope workControl, governance

Price for value creationInnovation and agilityGreater investment impacting termination

Relatively low value

Moving up value pyramid

StrategicSolution and capability driven

Prescriptive and tactical

Transactionprocess

Scope of work

Contract and commercialconstructsCurrent:Emerging:

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People, processes and technologyAnywhere, anytime on any device+Secure business applications and data+Great business outcomes=The digital workplacePeople:Clients:Delivery:Converged skill setsGreater domain knowledgeAwareness of regulationsIncreased device and workstyle choicesImproved handheld device experienceIncreased automation and bring your own serviceOptimization via analytics

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Service Desk

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Contemporary Service Desk Elements

Elective Channel AccessCorporate Application StoreService Request AutomationCognitive Agent

Bring Your Own DeviceEnhance Remote SupportData Analytics EngineTrusted Knowledge Article ManagementEnterprise Service PortalTech Performance BarsAutomation

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Key service desk activities Reactive and End-User Visible Activities

Diagnose the root cause of incidentsService Request ManagementSolve issuesHandle requestsTrigger on-site services or escalate to Level 2Incident ManagementProactive and Back-office Activities

Update Configuration Management DBTrack changesImplement modificationsChange ManagementConfiguration ManagementAssess change request

Services Desk

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Technical ExpertLevel 2

$$$Service DeskLevel 1

$$

Application ExpertLevel 2

$$$$

Value and perception of value from end users comes from the quality of integration. Service desk value chain

Self-Help Portal Level 0

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The clients business drivers should determine the optimal pricing approach for the service desk.

LowHighStandalone SPMultisourcedCost ContainmentService QualityLow Touch ServiceHigh Touch ServiceLow Value End UsersHigh Value End UsersEnvironment ComplexityEnvironment ComplexityOverall SD CostOverall SD CostDesire to Track SD CostsDesire to Track SD Costs

Illustrative, not inclusive of all drivers Drivers

Per Seat Per Contact

Pricing approach for service desk

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Bring Your Own Service methodsSocial mediaService catalog as a serviceTrusted knowledgeHyper-automationKiosks

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The service desk of the futureOmni-channel engagementSimplified and automated servicesSkilled resourcesResolvable resolution rate 90%+Superior customer experienceCommercial model

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End-User Computing

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Technology drivers and trendsSimplified mobilityMeet customer demand Offer seamless experience Cloud influenceBuilds applications fasterProvides agility, scalability and lower operating costsHeterogeneous environmentIncreases systems and applicationsSupports content across platformsEmerging enterprise appsCreates more mobility solutions, such as Apple/IBM, Google Android

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Current state of end-user servicesSelf SupportSupplier ResponseOther ImpactsSelf help, self-healing, chat, KM databases, FAQsGreater user involvement, e.g., swapping drivesRemote desktop support

Higher first-call resolution (blending of levels 1 and 2)Automation greatly increasing end-user productivityLower resource support ratiosHot swap, spoke and wheel depot equipment models

VIP support importance increasingNewer, less disruptive applications to the desktopFuture focus on operating systems, not hardwareAsset management

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EUS is Not a Commoditized ServicePersonalized ServicesPredictive AnalyticsSocial MediaSubscription service based on service catalogOptimized services by user typeKiosk model where client comes for support

Self-healing applicationsBeyond correlation to automationProactive defects detection

Communities of interestFocus on knowledge managementZero supplier contacts

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What to expect from a providers solution? Device Serviceshardware/software incl. mobileMAM, MDM, VDI

Collaboration Serviceincl. email, voice,video, MAM, MDM

Application Services

PrintingServicesFile/DirectoryServices

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Don't Be a Settler

Technology

Transcript of Don't Be a Settler