What is the service desk of the future? Mike Matthews & Dave Ewart, Fujitsu UK Services Ltd
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Fujitsu envisions the future of service desks as user-centric, supporting a workforce increasingly operating in flexible environments. The focus will shift from minimizing downtime to enhancing user experiences and productivity, integrating technology and personalized support. Companies must adapt to diverse user needs and expectations, emphasizing service intelligence and accessibility to remain relevant.
What is the service desk of the future? Mike Matthews & Dave Ewart, Fujitsu UK Services Ltd
- 1. COMMERCIAL IN CONFIDENCE © Copyright 2014 Fujitsu (FTS) Limited What is The Service Desk of the Future? Dave Ewart/Mike Matthews
- 2. 2 COMMERCIAL IN CONFIDENCE http://www.fujitsu.com/global/about/corporate/info/index.html Fujitsu at a Glance • Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. • Approximately 159,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. • Fujitsu Limited (TSE: 6702) reported consolidated revenues of 4.8 trillion yen (US$40 billion) for the fiscal year ended March 31,2015. Did You Know? • Fujitsu is the world's fifth-largest IT services provider and No.1 in Japan. • Fujitsu is among the world's top five providers of servers. • FORTUNE named Fujitsu as one of 'the World's Most Admired Companies' in 2013. • Fujitsu Group holds about 97,000 patents worldwide. • Fujitsu is part of the Dow Jones Sustainability Indexes (World), FTSE4Good Index Series, and Oekom research. • Newsweek ranks us as the seventeenth most eco-conscious company in the world. (Newsweek's Green Rankings).
- 3. 3 COMMERCIAL IN CONFIDENCE Fujitsu’s Service Desk GDC Service Desk Capability 24*7 Global Operations Over 29 Languages Over 1,700 Service Desk Staff
- 4. 4 COMMERCIAL IN CONFIDENCE Today’s World
- 5. 5 COMMERCIAL IN CONFIDENCE Perception?
- 6. 6 COMMERCIAL IN CONFIDENCE Industry comment With the changing demographic it is expected that by 2020 60% of the workforce will have some level of duty of care to a close family member. Therefore the historical working practice of going to a fixed place of work from 9 – 5 everyday will not support this changing workforce requirement. As a responsible business BG must empower its workforce to operate in an agile and flexible way that supports both family and business balanced priorities. Ian Peters MD of British Gas speaking about responsible business; USER-CENTRIC will increase CUSTOMER SATISFACTION by Gartner 2017 Global EUS Market A major market shift in End-User Services market moving from a model based on minimising down-time to a model focused on net-gain, increasing employee confidence in IT provision. Need to strike the right balance between IT customer satisfaction and higher levels of IT-business engagement, in a cost optimal manner. Through 2017, IT service support organisations that adopt user-centric, ITSSM next practices will increase customer satisfaction by 25% and business productivity by at least 10%. John Rivard, Gartner Research Director Claims of the death of the IT service desk are greatly exaggerated. Although the Nexus of Forces present challenges to traditional IT service desks, it also enables opportunities to modernize the business user experience. The ability to demonstrate value is paramount, and modern IT service support must place more emphasis on proactive business user productivity enablement.
- 7. 7 COMMERCIAL IN CONFIDENCE Our customer
- 8. 8 COMMERCIAL IN CONFIDENCE Today’s consumers are always connected
- 9. 9 COMMERCIAL IN CONFIDENCE Wherever they are
- 10. 10 COMMERCIAL IN CONFIDENCE Using anything
- 11. 11 COMMERCIAL IN CONFIDENCE All the time
- 12. 12 COMMERCIAL IN CONFIDENCE Many are very “IT smart”
- 13. 13 COMMERCIAL IN CONFIDENCE Some aren’t
- 14. 14 COMMERCIAL IN CONFIDENCE Some have better “personal” IT
- 15. 15 COMMERCIAL IN CONFIDENCE Some don’t
- 16. 16 COMMERCIAL IN CONFIDENCE Who calls The Desk outside of business
- 17. 17 COMMERCIAL IN CONFIDENCE Crowdsourcing
- 18. 18 COMMERCIAL IN CONFIDENCE What does it really mean? Many people work at anytime Many people work from anywhere there is Internet connectivity Many people are choosing the devices to use for business that they prefer Most people expect a choice of support options Not everyone is GenY or a Millennial The CxO needs to demonstrate the value of IT to his/her business Crowdsourcing is often the preferred method for gaining support/information This means they need support 24/7 Working behind an hotel proxy isn’t like being on the LAN Device diversity increases support complexity Not everyone wants to or can use the telephone Different skill levels require different methods of support We need to measure business outcomes, not P3 tickets What is Social Support? ServiceDeskoftheFuture
- 19. 19 COMMERCIAL IN CONFIDENCE Achieving the perfect balance Shifting Left
- 20. 20 COMMERCIAL IN CONFIDENCE Creating a Value Centre
- 21. 21 COMMERCIAL IN CONFIDENCE Building the Service Desk of the Future Stop thinking about just IT and start thinking what THE USER and THE BUSINESS needs • Provide The Business and Users with a single place to go for all of their business support needs • Build a heartbeat, using information you already hold, into a single view • Orchestrate this heartbeat information so that it can be consumed by the BUSINESS and BUSINESS USERS either reactively or proactively, when required • Provide a compelling User Experience, using familiar formats, minimal clicks or questions and generate high levels of adoption and utilisation via user and peer group advocacy
- 22. 22 COMMERCIAL IN CONFIDENCE Tomorrow’s Service Desk needs Service Intelligence Easy to find PersonalisedBetter Any device Simple AnywhereAnytime Choice Contextual Connected
- 23. 23 COMMERCIAL IN CONFIDENCE The Service Desk of the Future isn’t this,,
- 24. 24 COMMERCIAL IN CONFIDENCE Summary “Putting End Users at the Heart of the Business” Service Desk of The Future “Service Desk will always exist in some form, but it needs to evolve to stay relevant” “Blend of technology and people”
- 25. 25 COMMERCIAL IN CONFIDENCE Summary Blended Consumerised INTELLIGENT NotjustIT Encourages Utilisation “Putting End Users at the Heart of the Business” Service Desk of The Future
- 26. 26 COMMERCIAL IN CONFIDENCE Questions? FUJITSU RESTRICTED - UK & IRELAND EYES ONLY