Service Desk 2.0 in 2013 and Beyond: FUSION 13

ELIZABETH CHOLAWSKY,

VP AND GM, IT SUPPORT AND ACCESS LINES OF BUSINESS, CITRIX

@ECHOLAWSKY

Service Desk 2.0: More Uptime in 2013 and Beyond

A Different Kind of UPTIME

• Using any device they want; not issued by IT

• No longer at their desk• Combing any apps they want

without telling IT• More technically savvy• Turning to Google, social sites

and friends for help• Expect a Genius Bar

experience

Your Customer in the 2.0 World

Service Desk 1.0:The User’s Point of View

IT slides into irrelevance

IT is so controlling! They won’t let me have the apps I

want.

Their service policies actually prevent me

from getting my work done!

WhenWhen will they get out of this

reactive mode?

Forget it. I’ll do it myself!

How Did We Get Here?

MOBILE DEVICES

• 4.8B smartphones by 2016• 39% of US adults own a tablet• Average of 3 networked devices per

user globally: smartphone, tablet, laptop…

10BMORE APPLICATIONS UNIQUE CONFIGURATIONS

• Average user has 14 business applications, 22 personal apps, 3 computing platforms

50%• Every device is unique, personalized

once used• Average corporation has 1M+

unique user configurations• 50% of employees contingent and

outside the firewall by 2020

INFINITE

Net-Net: Exponential IT support burden

Mobility Is Overwhelming Service Desks

What Has Been the Impact of Mobile Devices on Your IT Service Desk Over the Last Two Years?

• 81% of organizations reported that mobile devices have increased their service desk workload over the last two years

• The majority of these organizations also stated that they have not increased their staff to address the enhanced demand

• Fewer than 15% reported no impact

….And many organizations do not track information that would help them pinpoint efficiencies

Source: The Impact of Mobility on the IT Service DeskPublished 17 July 2013 ID: G00251936Analyst (s) Terry Cosgrove and Jeffrey M. Brooks

�Operate anywhere, any time, any platform�Restore user satisfaction �Be more efficient with no additional resources�Be mobile first�Maximize uptime

Rethink Support Delivery

Move from Service Desk 1.0 to Service Desk 2.0Your release notes follow….

Service Desk 2.0

1. Mobile First, Mobile Equal1. Release 2.0 includes the same capabilities for all mobile

devices as we have for PC, Mac and Laptop management.

Service Desk 2.0Release Notes

1. Mobile First, Mobile Equal2. Mobile Device Support (MDS) and Lightweight Mobile Device

Management (MDM) come standard in Service Desk 2.0


Capability Mobile Device Management (MDM)

Mobile Device Support (MDS)

Full Remote ControlChat

DiagnosticsScreen Shots

Profile Push/Configuration

Reporting & AnalyticsPolicy Management

Real-Time MonitoringLocation

PerformanceDevice Provisioning

Inventory/Asset Management

• Recognized increased mobility demand from their client base

• Recently moved one of their medical clients from PCs to iPads

• Needed to quickly and efficiently offer remote support and network monitoring to mobile customers

Mobile Support “Our Game Changer”

“Using the GoToAssist IT support tool allows us to do this and has been a complete game changer for our company.”

– Bryan Brooks, IT Manager, SPRT IT Solutions

� In an upcoming release

Mobile Application Management• MAM is quickly becoming a requirement

for most enterprises (IDC, 2013 MAM & Security Technology Assessment)

• Consider app wrapping and SDKs

Mobile Content Management• What do you do with a problem called

Dropbox?


Photo: Courtesy of www.forbes.com


IT Pros are people, too!

1. Mobile First, Mobile Equal3. In this release all IT Support

professionals’ tools are also available on a wide range of mobile devices


2. Multi-Channel Support

1. Release 2.0 now includes a knowledge based and user self-help content

2. Community forums are available as an optional upgrade

Changing demographics influence service preferences

Phone

Email

ChatSelf-

service

Social Media

1946

4457

76

2415

2816

10

109

1312

3

434

8

2524

1214

10

Seniors

Boomers

Gen-X

Gen-Y

Net Gen

Q: When you want service or support for a product or service are you most likely to seek help?

77% of “Net Gen” want service by

chat, social media or web self-service

Source: TSIA.org

Citrix Global Customer Support Saw Big Benefits by Moving to Self-Service

20% 17% 16% 14% 13% 11% 10% 8% 8%

80% 83% 84% 86% 87% 89% 90% 92% 92%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Q12011

Q22011

Q32011

Q42011

Q12012

Q22012

Q32012

Q42012

Q12013

Agent assisted Self Service

$1.67

$1.38

$1.13 $0.89

3M

6M

8M

11M

$-

$0.20

$0.40

$0.60

$0.80

$1.00

$1.20

$1.40

$1.60

$1.80

-

2,000,000

4,000,000

6,000,000

8,000,000

10,000,000

12,000,000

2010 2011 2012 2013

Total cost / interaction Total interactions

GCS Agent Assisted & Self-Service Volume GCS Incident Volume & Cost Per Interaction

Assisted support decreased by 60% within 2 years

Assisted support decreased by 60% within 2 years

Cost per interaction decreased by 47% over 3

years

Cost per interaction decreased by 47% over 3

years

Self-Service Alone Will Not Solve Your Problems

3.27

3.96

4.05

4.33

4.64

0 1 2 3 4 5

Self-service

Email

Web chat

Phone

Field Service

Self Service is most desired

and least satisfactory

Raise CSatscores by adding

in the human connection

3. Chat is a mandatory Channel1. Service Desk 2.0 has been substantially enhanced with

full multi-channel capabilities. Implementation of chat is mandatory.� Release 2.1 will include Interactive Customer Response

(rule-based processing and intelligent interaction)


Communities

Social Support

KMS & Self-Help Live Assistance

4. Agent/Customer Location Mashing1. All Web pages used with SD 2.0 will generate a unique

identified that will allow the agent to immediately see what the customer is asking about


Service Code can pull account detail,

jump the queue and provide page

history

4. Agent/Customer Location Mashing1. Screen sharing is mandatory in all customer interactions

1. If customer and agent are chatting, connection will be by the push of a button. If customer and agent are talking by phone, connection will be by issuing a code for the customer to input on a Web page.


Improved first call resolution rates by as much as 70%

Customer satisfaction scores jumped as high as 90 to 97%

5. Complete interaction tracking1. Any time and agent and customer have an interaction,

information about the incident will be automatically logged into a ticket


Reduced outstanding call backlog

by 25%

Expects 300%

revenue growth

5. Complete interaction tracking2. Standard metrics will be changed to reflect customer

satisfaction; efficiency metrics will only be available on a per request basis


5. Complete interaction tracking3. Summarized information from incidents will be

automatically included in the Knowledge Base


Saved one full-time head

count

To All Progressive Help Desks: This notice confirms

END OF LIFE FOR SERVICE DESK 1.0


Thank you for attending this session.

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