- [Presenter] Organizations, including the IT function
and the service desk,
are always either in a vicious cycle,
where the decisions, actions, and communications they make
culminate in a decline of experiences;
or in a virtuous cycle,
where experiences are getting better,
to continuously taking in feedback
and using that feedback to adjust and improve.
How do we get into a virtuous, shift-left motion,
where we put the experience first
and value preempting contacts
over simply handling the ones we get well;
where we shift left,
driving users to an even better experience
through self-service.
Let's have a look at the steps.
The first step is to get everyone,
not just the service desk personnel,
but all groups involved
in the end-to-end delivery of services
on the same page.
That page is where we put the user experience
at the center of everything we do.
This is necessary,
'cause it makes the virtuous motion an imperative.
If the experience is at the center of all we do,
we must collaborate end-to-end,
and not just work to improve experiences in silos.
We must preempt contacts.
We must work together to shift users left
to even better experiences through self-service.
Getting everyone on the same page
requires winning hearts and minds.
So if organizational change management
isn't your strong suit,
get help, for example, from your HR department,
who may have that capability.
The second step is to make channel
and ticket metrics and analysis visible end-to-end.
Not just the service desk bit
and what's in our circle of influence to improve,
but end-to-end, all channels,
all workflows for all groups.
Why?
Because users don't care about
or see the service desk performance by itself.
They care about and see interactions
with the IT function end-to-end
in their service experience.
So true management of experiences
must happen end-to-end
and involve all channels and IT tiers and teams,
not just the service desk.
Remember, you're managing end-to-end
because users experience their experiences end-to-end.
So capture potential shift-left initiatives
you could act on,
within your circle of influence, of course,
and those that could really help,
but fall outside of your patch as well.
Share those with others who own them
and can act on them within their patches.
No one wants to have the highest number of handoffs
with the slowest bead of service,
especially when everyone else can see
that that's the case.
The idea here is not to call out people our groups
that are underperforming.
Instead, it's to learn together based on facts
and to collaborate on a shared, singular goal,
better experiences.
The truly managed experiences,
collaboration of all teams involved
in touchpoints end-to-end is needed,
and that requires getting rid of silos.
And endpoint management tools,
especially those that are oriented
towards the user experience,
provide that insight.
And once we all have insight into experiences,
we all need to collaborate to improve.
Here on the left,
we see a couple of things we need to share,
a singular objective, visibility, tools,
especially tools like happy signals,
Nexthink and Aternity.
We also need to share information,
processes, and success.
When user experiences are great, everyone wins.
This requires establishing
a proper set of channel metrics
and to make them visible to all key stakeholders,
especially everyone in the IT function
and upper support tiers end-to-end.
Seeing what is, making the experience visible to all,
will begin to drive the behaviors we seek,
of making fact-based decisions
and taking fact-based actions to improve experiences.
Now, based on real ticket data
and channel metrics and analysis,
we collaborate on what the top shift-left improvements
we can make are.
The shift-left initiatives we choose
should be the most impactful,
the ones with the best balance of cost,
effort, risk, and return.
And when we step back and look at our efforts,
we should see that we are portioning them
wisely across channels,
that there's a good mix of front-end initiatives,
like adding click-to-fix solutions at the portal,
and back-end actions
like workflow automation and optimization.
And we should have a good balance
of actions across groups.
Said another way, we don't want a situation
where all the action is happening
on just a few channels
or just the back- or front-end,
or is being done just by a few groups.