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Profit from big data, empower your users and transform your service desk

Michael Pott (michael_pott) ‎11-27-2013 05:50 AM - edited ‎10-22-2015 10:05 AM

When was the last time you opened a support request via the phone or online via a self-service portal before you tried to fix the problem yourself? Now be honest.  Did you try to fix the problem yourself? Did you use a popular Internet search engine? Or have you tried to watch videos to find a solution?  Asked friends for help? Users expect an experience similar to the mobile, social experience they have every day, when they go to IT for help. If they don’t get their desired experience, they will go elsewhere. 


Increase your users’ experience, reduce the number of service desk tickets 

How can these social interactions and the resulting massive collaborative knowledge that is “out there” be leveraged? How can IT use this information to provide a better user experience and gain a competitive advantage? 

The tricky thing is to leverage this knowledge. It is important to capture it in a controlled and intelligent way so that it can be made available as knowledge and connect (business) users and IT into a single conversation. If this is successful, it is a huge opportunity to reduce the number of tickets and shift a large part of the first level support investment to innovation. It strikes two flies with one stroke: now you can increase user satisfaction and decrease cost—both leading to a competitive advantage for the business. 


How can this work? 

Among the many potential approaches to the above, there are two specific approaches I want to look at today. A well-known, very prominent approach is the use of the service request catalog, and a new and supplemental approach is what can be called social insight or social service desk. 

1. Service catalog portal and self-service

The service request catalog standardizes services and simplifies requests of goods, services and support. The success of the catalog in the last two to three years speaks for itself. It introduced (employee) self-services combined with an increased user experience through a fresh, contemporary look-and-feel all in an easy to use package.  
For IT organizations this was a first significant step to reduce the number of direct user interactions with the service desk.
The “traditional” service request catalog has its limitations. The knowledge search and support request parts are typically sort of statically connected to a knowledge database, which is entirely controlled by IT. There is nothing wrong with this, and I am in no way challenging any proven concepts like ITIL best practices. It is just that users typically do not care about processes and the like. They just want it to work, and they want an experience they are satisfied with and used to. 

So, how can the fast growing amount of data—structured and unstructured—and the knowledge of the user community within an organization be leveraged to boost the benefits of a service portal and self-service? This leads to … 

2. Social insights for the service desk

Knowledge content can be enhanced with social insight, which leads to innovative employee self-service capabilities including:

  • Natural language, context-aware and auto-suggesting search across various data sources. Imagine something like your popular “search engine on steroids”
  • Knowledge content can come from different sources, providing structured or unstructured data, and is tagged as (IT articles, communities, email, blogs, wikis etc) so that everyone knows where it comes from.
  • Users can have profiles, highlighting their areas of expertise.
  • Users can rate content. This also helps IT to control what goes into the knowledge management process, to create knowledge articles etc.
  • Search results also list related content, service and support items for direct access
  • For service desk agents, all of the above can be used to get intelligent access to ALL ITSM related data and records within the service desk (incidents, problems, changes, …)

For a user this is as easy as using Facebook or Twitter, and for IT social insight helps grow knowledge organically and provides a superior user experience.


Solve problems faster, make better decisions

HP Service Anywhere brings social insight to your service desk. All of this is powered by HAVEn. It leverages big data and analytics for a social service desk. It drives collective insight for making better decisions and helps users solve problems faster. This closes the expectation gap between business users and IT—turning challenges into competitive business advantages.


For general information on HP Service Anywhere check the video Introduction to HP Service Anywhere.


Have a nice day,

Michael Pott (@michaelpott)


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PS: Step by at booth DEMO2661 at HP Discover 2013 in Barcelona to see this live in action.

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About the Author


Michael Pott is a Product Marketing Manager for HPE ITSM Solutions. Responsibilities include out-bound marketing and sales enablement. Michael joined HP in 1989 and has held various positions in HP Software since 1996. In product marketing and product management Michael worked on different areas of the IT management software market, such as market analysis, sales content development and business planning for a broad range of products such as HP Operations Manager and HP Universal CMDB.

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