Service Desk 2.0 : A Perspective

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“Transform or you will be transformed!” – Robert Stroud

Both end users and customers evolved with their personal experience of IT being transformed. The real shift here is in customer power. This note highlights the opportunities that exists in service desk operations for both service providers and customers and thereby put an emphasis on capability building in transforming to next generation service desk – SD 2.0.

Service desk has to elevate from “entry point” where the “Timed” user receive help and guidance on IT service issues, problems and requests to “Mobile” user in the realm of Apple Genius Bar. While Social Mobile Analytics Cloud is changing the user experience in many ways, let us have a close look at the key focus areas for building next generation service desk (SD 2.0) capabilities.

  • SDaaS (Service Desk –as-a-Service): Mangers facing on-going challenges to reduce operation costs are weighing dedicated vis-à-vis on demand mode of service desk function. SD 2.0 should focus on building shared service desk for multiple clients covering multiple languages offering efficient and effective service.
  • Moving from Average Handling Time to instant and continuous resolution: Customers are demanding faster or spontaneous response to service calls. Equally important is meeting the expectation to be able to engage support through the channel of customer choice. This include the move away from desktops/laptops to smart pads, meeting expectation of NextGen where social media taught to IM and to expect instant and continuous feedback and analytics-led pattern analysis where exceeding customer expectation will be norm of the support operation
  • BYOD integration to workplace: Forward thinning organizations are embracing Bring Your Own Device (BYOD) in workplace. Service desk has to prepare for the future to support wide variety of devices offering the same levels of service.
  • Artificial Intelligence (AI) enabled self-healing and self-awareness capabilities: The younger generation expects the convenience of an end-user facing searchable knowledge base. Adoption of AI platforms is taking momentum for self-service /Google/SocMed facilitating peer support before coming to the SD – filtering out all the simple, typical first time fix interactions. This will lead to higher support automation and next level of SD standardization.
  • IoT facilitated SP2P (Smarter peer-to-peer) support: In view of increasing impact of Internet of Things, businesses are becoming more social in the way they work and interact, both externally and internally. Enabling IT users to help each other’s resolve IT issues leveraging social IT support as a channel. Hence service desk has to harness the latent of IT knowledge its customers have and alleviate the complexities of endless varieties of support request that BYOD user will generate for successfully enabling social IT support channel.

Industry is debating on journey of service desk into future. Service desk has come a long way and has earned its name service desk as opposed to helpdesk. Customer skills definitely continues to be in very high demand, but embracing the above technology-enabled capabilities is becoming absolutely crucial for SD 2.0 in delivering the standard of service that customers expect.

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One comment on “Service Desk 2.0 : A Perspective

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