Search

This blog series explores the topics discussed in servicely.ai's State of the Service Desk report. More details at the bottom of this blog article.


"The boss wants 75% reduction in tickets over the next 24 months"
- Executive Director, Financial Services

Automation and orchestration are features of digital transformation, and things are no different for the service desk.


Many contributors reported having automation teams whose job it was to transform workflows across IT in general, and in particular across the service desk.


The function of creating automations and orchestrations competes with the BAU service desk for resources, so there is a trade-off between short-term performance and long-term performance of the service desk.


“Automate or hire. To improve performance, you need to either get more people to answer the phones, or get self-service or automation.”
- Senior Director of IT Operations, Internet
"Automate anything that doesn't need permissions."
- Service Desk Manager, Financial Services
“We have to onboard 800 people and offboard 700 per month. 'Extreme shift left' is done by automation, so almost the entire onboarding workflow can be done automatically past the initial onboarding request.
- Senior Director of IT Operations, Internet.

Aside from the usual workflow automation, some are also creating tool utilities for Level 1 to do initial investigations and common fixes, so they can either resolve the issue or at least enrich the ticket with preliminary diagnostics to save time for the Level 2/3 resources. This also involves giving Level 1 analysts more training and higher permissions.


“We have had the service delivery team empower Tier 1 with more permissions and automated utilities to resolve things at Tier 1. For example, we found that purchase orders were getting stuck in different states. Currently this takes Tier 2 to resolve, but we want to build utilities for so Tier 1 can get them unstuck.”
- Manager, DevOps and Service Delivery, Hospital & Health Care

Onboarding is a typical workflow that involves orchestration of different systems such as IT, HR, Finance and potentially others.


There is some analysis involved in investigating the distribution of different issues and the cost to resolve them. This work is aimed at identifying issues that are either extremely common, or very time-consuming, or both. These are good candidates for automation.

In terms of designing automations, it was widely reported that the tools for doing this are getting better, but the time-consuming part remains the "pencil and paper" work of sitting down with stakeholders and designing and documenting the process. Once the process is well understood it becomes easier to automate.


The trend towards Enterprise Service Management, as well as the need to integrate data sources for operations management, are leading to increasingly sophisticated orchestrations.


The VMWare integration example mentioned above was designed to enable developers to request VMWare instances from the infrastructure team and automatically orchestrate the provisioning, record-keeping and notification of IP address and credentials.


Integration


Some contributors were basically running a standalone service desk, while others had done extensive integrations.

“Our service desk software is integrated with Ultipro, NetSuite, AD, Expensify, Tableau, Teams, VMWare, and currently working on integrating to Slack"
- Senior Director of IT Operations, Internet

Common integrations included asset management (e.g. SCCM), CRM (e.g. Saleforce.com), and ITOM (various).


Generally speaking, those contributors who had progressed their "shift left" strategy further had a greater need for integrations in order to facilitate automations and orchestrations, which are discussed in the next section.


Next - Part 8: Knowledge Management

In late 2020 servicely.ai conducted 23 research interviews with service desk executives, managers and practitioners, to explore the State of the Service Desk in the post-COVID19 world. The interview results were synthesised into a report that covers the following topics:

  1. Executive Summary

  2. Introduction

  3. Service Desk Metrics

  4. Increase in Demand

  5. Transformation, Consolidation and Integration

  6. Shift Left

  7. Automation and Orchestration

  8. Knowledge Management

  9. People Management

  10. Support Channels

  11. Data Quality

  12. Tools

  13. Conclusion

This blog series will serialise the topics listed above. The full report is available for download at www.servicely.ai/sotsd. If you would like to discuss any of these topics please get in touch via the website or book a meeting at www.servicely.ai/calendar. Please drop us a comment below!

9 views0 comments
  • Ben O'Loghlin

This blog series explores the topics discussed in servicely.ai's State of the Service Desk report. More details at the bottom of this blog article.


A major topic that was discussed in almost all the interviews was "Shift Left".

In essence, shift left is a service desk strategy for liberating knowledge, tools and automation from Level 3 and Level 2, and making them available to Level 1 agents and ultimately to the customer.

Image Source: Service Desk Institute

This has the following effects:

  • Lower time to resolve service requests and incidents, which leads to improved customer satisfaction

  • Reduction in load on the service desk

  • Reduction in cost

  • Liberation of highly skilled resources to do project work

Shift Left was seen as an imperative response to the pressures of increased demand on the service desk without proportionally more resources. It is being addressed by three means:

  • Automation and Orchestration

  • Knowledge Management

  • People Management

These means are discussed in subsequent sections.




Next - Part 7: Automation and Orchestration

In late 2020 servicely.ai conducted 23 research interviews with service desk executives, managers and practitioners, to explore the State of the Service Desk in the post-COVID19 world. The interview results were synthesised into a report that covers the following topics:

  1. Executive Summary

  2. Introduction

  3. Service Desk Metrics

  4. Increase in Demand

  5. Transformation, Consolidation and Integration

  6. Shift Left

  7. Automation and Orchestration

  8. Knowledge Management

  9. People Management

  10. Support Channels

  11. Data Quality

  12. Tools

  13. Conclusion

This blog series will serialise the topics listed above. The full report is available for download at www.servicely.ai/sotsd. If you would like to discuss any of these topics please get in touch via the website or book a meeting at www.servicely.ai/calendar. Please drop us a comment below!


18 views0 comments



This blog series explores the topics discussed in servicely.ai's State of the Service Desk report. More details at the bottom of this blog article.


The service desk function is evolving over time. Current trends extend the scope and the range of the service desk within organizations. The following sections discuss these trends and their impact on the service desk.


Digital Transformation


Digital transformation is the replacement of non-digital systems and workflows with digital systems and workflows, and the creation of new value chains enabled by digital technologies and processes.

“Digital Transformation is not only the digitization of internal business processes but the increased reliance on external 3rd parties to deliver end services to customers that requires bi-directional integration with external service management to ensure a good customer experience, efficient and cost effective delivery of the service.”
– General Manager Operations, Government

In the enterprise context, the digital transformation of the service desk function began many years ago, but most recently the drive for transformation across the enterprise has led to rapid growth in the number of services requiring support.


Enterprise Service Management


Technology leaders are finding that many of their enterprises and customers are ready for transformation. If however the service desk doesn’t keep up and partner to create integrated solutions, or is otherwise not a trusted partner for other lines of business, then other parts of the organization may launch their own self-sufficient transformation initiatives (“Shadow IT”).


These initiatives, while meeting immediate requirements, may miss the wider opportunities for collaboration, consolidation, cross-silo workflows, and shared enterprise data models.

“IT Service Desks are becoming Business Service Centers to support and provision all types of services for Business Service Delivery.”
– General Manager Operations, Government

Some contributors were running basic ITSM service desks with simple tools that in some case weren't even natively handling basic ITIL processes like asset management.


At the other extreme other IT service desks were exploiting the full potential of consolidated enterprise service management, and in the one platform were handing ITSM, customer service, HR, Facilities, Finance and Managed Services.

"All service tickets across the enterprise come into the IT service desk."
– Senior Director of IT Operations, Internet


IT Service Desk Consolidation


Contributors reported a lot of service desk consolidation activities. This refers to the integration IT service functions from different geographies, and/or from different mergers or acquisitions.


These may involve migration from one tool to the chosen central platform, standardizing data models and workflows, reshaping the geographic distribution of support teams, and other activities.


In these situations, flexibility and speed of implementation were key to "quickly digesting" the consolidation so that IT could go on with outward-facing transformation activities.


Next - Part 6: Shift Left

In late 2020 servicely.ai conducted 23 research interviews with service desk executives, managers and practitioners, to explore the State of the Service Desk in the post-COVID19 world. The interview results were synthesised into a report that covers the following topics:

  1. Executive Summary

  2. Introduction

  3. Service Desk Metrics

  4. Increase in Demand

  5. Transformation, Consolidation and Integration

  6. Shift Left

  7. Automation and Orchestration

  8. Knowledge Management

  9. People Management

  10. Support Channels

  11. Data Quality

  12. Tools

  13. Conclusion

This blog series will serialise the topics listed above. The full report is available for download at www.servicely.ai/sotsd. If you would like to discuss any of these topics please get in touch via the website or book a meeting at www.servicely.ai/calendar. Please drop us a comment below!

18 views0 comments