Automate the Service Desk
Published on Nov 19, 2015
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PRESENTATION OUTLINE
PROCESS VALUE
- Clearly defined services
- Reduced time to resolve incidents
- Higher availability
- Faster time to deliver
- Increased customer satisfaction
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PROCESS VALUE
- Clearly defined services
- Reduced time to resolve incidents
- Higher availability
- Faster time to deliver
- Increased customer satisfaction
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SUSTAINING VALUE
- Foster and encourage a culture of value
- Partner with groups across campus
- Activate value champions
- Create a social value network
- Stay focused on business outcomes
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WHAT IS VALUE?
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Takeaways:
- Clearly defined services
- Reduced time to resolve incidents
- Higher availability and service levels
- Increased customer satisfaction
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CELEBRATE VALUE EVERY DAY!
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What is NoOps?
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“NoOps is the goal of completely automating the deployment, monitoring and management of applications and the infrastructure on which they run... Although some operations positions will become unnecessary, others will simply evolve from a technical orientation toward a more business-oriented focus.” - Forrester
Every reported incident is an IT Failure
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In the future, every incident will be a major incident.
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DevOps and NoOps require good Service Management
The Service Desk is now part of DESIGN
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EMBED the Service Desk into the service itself
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What does the Service Desk do?
- Provide Knowledge
- Provide Support
- Provide Status
- Escalate Support
Provide Knowledge (Onboarding)
Provide Knowledge (Tutorial)
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Provide Knowledge (Interactive Tutorial)
Provide Knowledge (Business Value)
Provide Knowledge (Preemptive Tutorial)
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Providing Status (Availability)
Proactively Preemptive
- Turn Incidents into Enhancements
- Turn Knowledge into Embedded Prompts or Tutorials
- Post Status from within the Service
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