- [Instructor] Seeing and managing the user experience
is these central goal of the modern service desk.
This goal is enabled or disabled by the tools they use,
tools they have, and how or if they are integrated.
Let's have a look now at some of the key characteristics
of a modern service desk tool chain.
So what does modern look like?
For one thing, modern means integrated.
A tool chain is a set of tools strung together
to add value and to improve the flow of work
and overall velocity.
To make a tool chain happen
each individual tool must have an API
and a command line interface.
Without this tools operate in silos
and flow and value are stilted.
To optimize value
implement the top use cases in priority order for each tool.
These may be readily apparent to you internally.
If not, or even if so,
ask your vendors for the top use cases for their tools.
This will help you punch up your list
of use cases you'll implement.
For example,
for an RPA and ITPA tool like Automation Anywhere
joiners, movers, leavers, or JML automation
is usually the first place to start, a no-brainer.
Start there.
For endpoint management tools,
there will be a similar list of top remediations to present
in each service desk agent's workspace.
Here we see a list of the type of tools
included in the modern service desk tool chain.
Many such tools are also used by traditional service desks.
However, modern service desks feature
a much higher level of integration among them
and implementation of top use cases within them.
Let's have a look at some examples of these tools,
starting with your core ITSM platform.
Typically,
service desks have a core IT service management
or ITSM tool.
For example, ServiceNow.
Such platforms are the basis
for seeing and managing workflows,
the status of work, and the achievement of outcomes.
But they also include many other components as shown here.
Sometimes on platforms,
such components can be expensive and not very useful.
In these cases it's often useful
to stick with the platform's core functionality
and use an add-in or a separate tool where it makes sense.
For example,
you might use VividCharts with ServiceNow
to amp up your dashboards and reports in ServiceNow.
Or use the Moveworks bot
instead of the ServiceNow virtual agent,
or use Impruver for Agile Continual improvement tracking
over ServiceNow's CSI module.
Or use Tidio instead of ServiceNow's live agent chat.
Whatever you do,
work to make sure that the tools you use are cost-effective,
can be integrated,
and are implemented with the top use cases over time
in priority order.
The key difference between modern service desk tools
and traditional ones
is their ability to make some portion of the experience
visible so you can manage it.
The customer experience is a sum of all experiences
at all touchpoints.
The user experience is the interaction with your apps
and web properties.
The technical experiences,
the use of endpoint devices like phones,
tablets, and laptops.
Let's have a look at some of these tools
that shine a light on these.
Experience management tools
help us see and manage the user experience
and their interaction with us
all touchpoints along the journey with us.
They're central to the modern services
as seeing and managing user experience is central
to operating in a modern way,
'cause without them you have no insight into experiences.
Let's have a look at each of these in turn.
Keep in mind these are examples
and there are competitive products out there.
It's important though for you to have a feel
for what these products can do,
so that's why we're using some real examples here.
First, we have happy signals.
You can think of it as social service management.
Much like Yelp,
it captures sentiment from the outside in.
Contrast this with traditional ITSM tools and metrics
that measure from the inside out,
that make assumptions like,
well, if we hit 99% uptime users will be happy,
versus happy signals which gives a real view
into their actual happiness.
Happiness gives a real-time understanding
of how end users perceive your service quality
and where they lose time across all your touch points.
It's a qualitative view into their perceptions
and insight into the user experience or UX
and the employee experience or EX with your services.
Are you just happy?
Well, part of that is their TX or technical experience,
their happiness from the perspective
of their use of their end point devices;
laptops, tablets, phones, and so on.
TX, like EX and UX,
are subsets of the overall CX or customer experience.
Are they happy?
Well, part of that has to do with things like
what's their boot time, battery life.
What performance issues are they having
with the software they use?
Nexthink it gives you insight into all this and more
and allow service desk agents and other IT pros
to see and proactively remediate issues.
Even when an issue cannot be prevented,
the data provided provides valuable context
that makes troubleshooting much more efficient.
Another key part of the customer experience with CX
is the user experience or UX.
In the industry UX is typically used
to describe the experience of a person
when they actually use your app or web property.
Aternity tracks what users actually see
when they interact with your apps and websites.
It shows you response time breakdowns
between client devices, networks, and application back ends
so you can resolve issues fast.
And then there's CallMiner,
which is a voice channel specific solution
but worthy of mention.
This AI-driven software
listens to each inbound call to your service desk.
It can hear things like "you're not helping me",
"I can't understand you".
It reads the sentiment of both the user and the agent
and alerts supervisors when their attention is needed.
It also provides quality metrics for each call
to really pinpoint both the user experience
and service desk and agent optimization opportunities.
Automation Anywhere is an RPA or ITPA tool.
It helps you automate processes
currently performed by humans.
You can think of it as the glue
that integrates disparate systems
as it connects workflows among them
to automate processes end to end.
For example, with new starters,
you'll have IT processes,
get them their equipment and access,
HR processes for onboarding and steps they must go through,
and furniture and equipment to set up in their workspace.
Carrying out parts of the process in siloed systems
can cause delays in end to end workflows.
Automation Anywhere
helps you show back hours saved through automation,
which helps you justify the next automation
and the next and the next.
There are lots of other tools
in the modern service desk tool chain.
Your switch, process support tools,
remote support tools like Bomgar,
and password reset tools like Hitachi Password Reset.
You must go out and experience these things directly.
All of us have been in situations
where technology that was intended to support
a better user experience actually worsened it.
Think of your experiences with IVRs.
Press one for this, 78 for that.
When under or unmanaged,
technology becomes a barrier, not an enabler,
of a good experience.
Make sure you tend to it.