Gartner delivers the technology-related insight necessary for our clients to make the right decisions, every day.

Jeffrey M. Brooks, MS CIS & MBA Research Director, Gartner Co-Author Help Desk Managers Crash Course

IT Service Desks Must Evolve

The Traditional IT Service Desk

The Modern IT Service Desk

IT service support in the future will look dramatically different from how it looked in the past!

Key Issues
1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?

Why Can't IT Service Desks Get It Right?

What the Service Desk Provides:
IT Service Desk Monthly Performance Report January Tickets Opened First Contact Resolution Rate Average Hold Time Average Talk Time Abandonment Rate Customer Satisfaction Rate 445 62% 36 seconds 8 minutes 4.9% 4.21 February 512 65% 36 seconds 8 minutes 5.1% 4.23

What the business responds with:

So what

Solid performance by industry standards does not automatically equate to business value

Too much to measure!

Messages per Second

MTRS % Projects Completed Disk/Network Throughput

Adopt a Balanced Approach to Metrics

Productivity

End User Satisfaction IT Staff Satisfaction Efficiency

Align Your Metrics

Goal

CSF

KPI

Metric(s)

You Have to Ask!

Prove Value or Perish

By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to the inability to clearly show value in IT services.
Why it won't happen: I&O Organizations will no longer utilize unaligned canned reports available in ITSSM Tools in favor of value based reporting I&O organizations will work closely with the business to understand their perception of value to ensure services delivered are measured against the business users desires rather than operational goals of the I&O I&O organizations will mature in the manner they utilize metrics to ensure proper business alignment Why it will happen: IT Key Metrics data shows both IT Spending as a Percent of Operational Expense and IT Spending as a Percent of Revenue declining over the past 5 years with no projection of increasing. Staffing is the largest percent of spend of the I&O organization I&O organizations are not maturing the manner in which they present metrics surrounding their services I&O organizations will not properly align metrics against CSFs of the business.

The Nexus of Forces

Mobility
BYOD Always On 24/7 Support Required?

Social Networking
Mass Collaboration Feedback Mechanism Collective Intelligence Expertise Identification

Information
Big Data Advanced Analytics Context Aware

Cloud Computing
Flexibility in Sourcing Expanded Business Functionality

IT service support has to modernize to account for changes in complexity of IT services and in business expectations.
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ITIL Updates: Change Course?

ITIL V3 Service Strategy Service Design Service Operation Service Transition Continual Service Improvement
In Short ... Stay the Course!

Revised in 2011 Lots of Reading Overlaps with corollary areas Comprehensive Improved consistency

Rightsizing IT Service Desk Support

Social-Media-Enabled Crowdsourcing

IT Service Desk

Automated Request Management and Password Reset

HVD and Remote Control Break/Fix Assistance

Outage Notification via Tighter Event-Monitoring Integration

Which Would You Indicate as Your IT Service Desk's Biggest Challenge?

1. Streamlining process
11%

2. Reducing the total cost of IT support

10%

3. Providing high levels of customer satisfaction

27%

4. Staffing and organization

27%

5. Having the right technology in place

5%

6. Demonstrating business value

12%

7. Responding to changes in the business

7%

8. Other
1%

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Will IT Self-Service and Automation (Finally) Reduce IT Service Desk Staffing?

By 2014, 20% of IT organizations will reduce Level 1 IT service desk staff by 50%.

Reasons why SPA will be true Continued failure of IT service desks to demonstrate business value Continued budget constraints will cause IT organizations to mandate self-service as a primary support option Reallocation of IT service desk functions to Level 2 will only consist of specific issue types

Reasons why SPA will be false Continued organizational investment in IT service desk maturity Current levels of investment are too significant to cut bait Technology becomes too complex for users to manage demand efficiently in a self-service model

Key Issues
1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?

Provide an IT Service View

Unhappy customer ... Key business service impacted Time to restore is 2 hours What's changed? Escalate to database team!

Business Service "Container"

Web Application Network Firewall Storage OS OS OS OS Server Server Server Server Middleware

Credit Card Check

Response Time Server

Database Frame Relay Circuit Mainframe OS

Use Social IT Management for Support

Social Software Platform

Service Desk Support

Or

I need help!

Social: Networking Publishing Feedback Bookmarking

Peer-to-Peer Support

Will You Integrate Social Media and IT Support?

1. Have already done it
8%

2. Yes, within the next 6 months

13%

3. Yes, within the next 12 months

15%

4. Yes, within the next 18 months

8%

5. No plans
56%

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Turn IT Knowledge "Text" Into Con-TEXT

The bridge Rich Information Analysis starts with Knowledge Management

Conversational Search Structured Information Multimedia People-Focused

Simple Search Unstructured Information Text Documents Technology-Focused

You need to be here, before you get here

Gamify IT Support to Foster Engagement

Gamification is the application of game mechanics to non-game environments to motivate and change behavior.

Gamification of IT Support can: Reduce Onboarding Cycles Increase Analyst Skill Levels Promote Productivity Boost Engagement Levels

Gartner SPA: By 2014, 70% of large companies will use gamification for at least one business process.

Evolve the Service Desk Role Profile

Level 1 2012
Responsibilities Work Arrangements Success Criteria Education & Training Knowledge & Skills Key Behaviors Tools
Triage, Troubleshooting, & Escalation Majority of Time Spent at Desk FCR, Avg. Talk Time, Avg. Speed to Answer Troubleshooting Knowledge & Experience Customer Service, Written and Verbal Communication Multitasking, Problem Solving, Time Management PC, IP Phone, IT Service Desk Software, Knowledge Base

Level 1 2016
Troubleshooting and Isolation to the Component Level Time Split Between Desk and Field MTTR, Customer Satisfaction, Tickets Closed Certified Professional Credentials, ITIL Foundations Technical and Domain, Interpersonal Process Adherence, Collaboration, Team-Focused Mobile Device, Remote Control Software, Desktop Management Software

Mobile vs. Mobility

By 2017, 50% of IT service desk Level 1 analysts in large organizations will use mobility technologies in their delivery of service, which is major increase from the current 3% level.

Key Issues
1. What current and future challenges do IT service desk organizations face? 2. How will IT service desks modernize to position themselves for IT service support of the future? 3. What roles will IT service desk vendors play in the modernization of IT service desks?

2011 IT Service Desk Vendor Landscape

IT Service Desk Revenue, Growth, Market Share and Change in Market Share Vendors With $50 Million or More in ITOM Revenue 2010

Vendor BMC (+ Numara) HP CA ServiceNow FrontRange IBM LANDesk Other Vendors Grand Total

2010 Revenue (Millions, US$) 526.1 221.6 103.7 86.0 71.8 60.3 17.9 221.1 1,308.5

Share 2009 40.6 19.1 7.6 3.0 5.5 4.6 1.3 18.3 100%

Share 2010 40 16.9 7.9 6.5 5.5 4.6 1.4 17.2 -

Growth 2010 9 -5.1 11.8 135.7 6.6 7.6 11.8 -

Source: "Market Share: All Software Markets, Worldwide, 2010"

(Revenue in Millions)

The Tools Evolution

ITSSM Tools
ITSIO Level 3 to 5

IT Service Desk Tools

Change Management, Self-Service, Service Request Management, SLA Management for Incidents and Service Requests ITSIO Level 2

IT Help Desk Tools

Incident Management, Problem Management, Inventory Management, Metrics Reporting, Knowledge Management

ITSIO Level 1

Maturity

Service Visualization, Release Governance, Social IT Management, Service Support Analytics and Reporting, Mobility

Potential Innovation for IT Service Desks

Current Commodity Features of IT Service Desk Tools: Issue Tracking and Escalation Inventory Management IT Self-Service Knowledge Management Canned Dashboarding and Reporting Request Management IT Customer Surveying Codeless Design Drag-and-Drop Workflow Out-of-the Box Best Practices (e.g., ITIL) Still Missing From Many IT Service Desk Tools: Mobility Remote Control Embedded Business Value Metrics Ease of Process Integration Custom and Complex Reporting Social Media Capabilities IT Service Visualization Content Analytics for Knowledge Management Gamification

SaaS Accelerates Useful Life Cycle

What is the expected useful life timeline for the new service desk tool suite? Perpetual License Model Capital Budget High Initial Outlay Additional ITSM Tools Available Pay Maintenance & Support Ongoing Customer Responsible for Infrastructure HW and SW Upgrades Average 5-Year Useful Life Cycle Software as a Service Model Operational Budget Low Costs in First Few Years Additional ITSM Tools Included Maintenance & Support Included Vendor Primarily Responsible for Infrastructure HW and SW Upgrades Average 3-Year Contract Term

Work to understand YOUR specific costs of the various models over the life cycle of the tool

If You Had to Make an IT Service Desk Choice of Vendor Today, Would You
1. Stay with current on-premises vendor
38%

2. Stay with current SaaS vendor

13%

3. Replace on-premises vendor for SaaS vendor

40%

4. Replace SaaS vendor for on-premises vendor

3%

5. Outsourced
6%

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What Does it All Mean?

The Traditional IT Service Desk is Dead

IT Service Desks IT Score Primary Objective/Focus 1-3 Level 1. Service support analysts who troubleshoot, provide break/fix support when business users contacts them Reactively enable productivity by working to resolve issues as quickly as possible through transactional interactions. Own Incident Management, Sits in a basement, supports basic FAQ and IT self service, provides flat alerting and outage notification (High) FCR, (High) Tickets Closed, (Low) Abandonment Rate, (Low) Cost Per Contact IP Phone, IT Service Desk Tools (Incident and Reporting), Knowledge Base Current model for IT Service Desk

Focus

Roles & Responsibilities

Metrics

Tools/Toolkit (Standard)

Best Example

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Self Service vs. Self Sufficiency

Modern IT Self Service Traditional IT Self Service Assisted Unassisted

FAQs Notifications Issue Tracking Simple Request Management

vs.

Web Chat IT Application Stores Remote Support Collaborative Browsing Video Chat Social IT Support IT Value Marketing and Notification

Knowledge Base Email Response Acknowledgement How To Videos Peer-to-Peer IT Support Gamification Password Reset IVR Perspective Scripts

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Transform IT Service Desks to Business Productivity Teams

(Biz Productivity Team) IT Score 4-5 Level 1.5 and 2.Technical advisors working directly with end users to identify and find solutions to business problems Proactively promote productivity by enabling high levels of user self sufficiency through teaching moments and direct user interaction. Own Problem management, Engage the business directly (Via mobile), community management in social ITM, end user training sessions (Low) FCR resolution, (High) Cost Per contact , (Low) Tickets Closed, High CSAT and Business Value Delivery Mobile Phone, Remote Support Tools, Client Management Tools, MDM Tools, Apple Genius Bar, Best Buy Geek Squad Primary Objective/Focus

Focus

Roles & Responsibilities

Metrics

Tools/Toolkit (Standard)

Best Example

32

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Gartner Predicts Strategic Planning

Through 2012, the average handle time of an IT service desk request will increase by 15%. By 2014, 90% of the ITSD market will be shared by 10% of the vendors (which is an increase from 80% in 2011), due to growth of market leaders and vendor consolidation. By 2014, 30% of IT organizations will experience staffing reductions of 10% or more due to the inability to clearly show value in IT services. By 2015, 25% of organizations will incorporate game mechanics for IT service support processes. By 2015, 90% IT service desk and ITSSM tool vendors will provide new social media and collaborative features for IT support functions within their standard offerings. By 2015, at least two of the following social attributes (networking, publishing, feedback and analytics) will be included in the majority of IT service desk standard offerings. By 2015, less than 2% of interactions currently solved by the IT service desk will be solved through internal end-user communities. By 2017, 50% of IT service desk Level 1 analysts in large organizations will use mobility technologies in their delivery of service, which is major increase from the current 3% level.

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Recommendations
Identify opportunities for IT service desk evolution. Take small steps as necessary. Involve the IT service desk in the definition stages of new or changing IT services, positioning them to be better informed and ready to support services more efficiently. Perform a detailed ROI analysis to understand how future IT service desk improvement efforts and technology innovation will affect efficiency, costs and quality. Provide support analysts with service view data to enable faster problem identification. Enhance IT service notification, end-user satisfaction surveying and IT self-service with the use of social media. Differentiation among ITSD vendors will be outside of the core product in the corollary products. Consider the five-year TCO of a SaaS solution rather than just the purchase price.

Action Plan for IT Support Organizations Monday Morning

Develop an IT service desk mission statement that demonstrates commitment to efficiency, cost optimization, and user satisfaction. Review current metrics being utilized and eliminate metrics which are not actionable Create balanced triangles using your metrics to determine if you have a multidimension approach to how you measure the I&O.

Next 90 Days
Amend your IT service desk analyst job description profile. Refine your IT service desk metrics and align them to CSFs and KPIs that are linked to business objectives. Ask the business what they consider to be Critical Success for the IT Service Desk.

Next 12 Months
Build a continual service improvement plan for your IT service desk. Evaluate your IT service desk vendor's ability to meet your IT support organization's long-term requirements. Turn metrics reports into value statements of how the IT Service Desk increased the productivity of the business.

Related Gartner Research

Creating an IT Governance Team for Your IT Service Desk Jeffrey Brooks, Jarod Greene (G00228574) Why Can't Service Desks Get It Right? Jarod Greene (G00211292) IT Service Desk Organizational Principles for Resource Optimization Jarod Greene (G00213308) The Impact of Crowdsourcing on IT Support David Coyle, Jarod Greene (G00214326) 'Socializing' IT Service Desk Best Practices to Improve End-User Engagement Jarod Greene (G00215514) IT Service Desk Software-as-a-Service Vendor Landscape Jarod Greene, Jeffrey Brooks (G00218314) The 2011 IT Service Desk Market Landscape Jeffrey Brooks, Jarod Greene (G00223264) A Balanced Triangle Approach for IT Service Desk Metrics Jeffrey Brooks, Jarod Greene (G00228573) The Mobility-Enabled Service Desk Will Change How Service Analysts Do Their Jobs Jeffrey Brooks (G00231417) Introducing the IT Service Support Management Tools Market Jeffrey Brooks, Jarod Greene (G00231601) IT Service Support Management Tools Magic Quadrant Criteria Jarod Greene, Jeffrey Brooks (G00231592)