Increasing End User Adoption
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The document discusses the importance of increasing end user adoption of self-service tools, like service catalogs, highlighting best practices, construction, and the benefits of service catalogs in enhancing customer experience and operational efficiency. It emphasizes a user-centric approach by encouraging users to describe their problems rather than categorize them, and it outlines how to effectively implement service catalogs across organizations. Additionally, the text touches on the integration of service catalogs with IT management processes to streamline operations and demonstrate business value.
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Increasing End User Adoption
- 1. Increasing End User Adoption of Self-Service Tools like a Service Catalog Travis DavisDirector Sales Engineer Numara SoftwareCompany Confidential
- 2. AgendaIntroductionWho is Numara SoftwareDefinitionsSelf-Service Good PracticesWhat is a Service CatalogWhy do you need a Service CatalogHow to construct a Service CatalogService Catalog SamplesPublishing the Service Catalog2
- 3. Who is Numara Software?3Company ConfidentialMarket LeadershipServing over 55,000 customer sites worldwide with our three flagship solutions, Numara Track-It!, Numara FootPrints and Numara Asset Management Platform, Numara Software is the service management leader in small to mid-sized enterprisesMy ExperienceTechnical Support Manager, Software Engineer, QA Engineer, Product Manager, Business Systems Engineer and presently a Field Sales Engineer Familiar with over 400 Companies and their Business Processes.
- 4. FootPrints Family of Solutions
- 5. SOLUTIONS
- 6. Definitions6Company ConfidentialIncidentWork OrderJust another term for an incident
- 7. Often used by groups outside of IT like Facilities Service RequestSoftware and hardware configurations supported by IT
- 8. Granting access to applications FailureBreak / Fix (Something is broken)
- 9. Q & A / Troubleshooting activitiesSelf-Service Good Practices (Ask, don’t Tell!)7Company ConfidentialAsk don’t tell….Don’t TELL them to categorize the request to make it easier for YOU.ASK them to describe THEIR problem.User can not get their email working…….TYPE Hardware
- 10. Software
- 11. Network
- 12. Telecom - Could be a Server Issue- Could be an Exchange / Lotus or Outlook / Notes Issue- Could be an issue with a Switch / Router or Firewall.-Could be the user just doesn’t know!TIP: Use Verbs and not NounsIt’s easier for end user to digest and seems more natural.
- 13. Self-Service Good Practices (Ask, don’t Tell!)8Company ConfidentialAsk don’t tell….Don’t TELL them to categorize the request to make it easier for YOU.ASK them to describe THEIR problem.User can not get their email working…….I AM HAVING A PROBLEM WITHPrinting
- 14. Making my Email Work.
- 15. Getting on the Internet
- 16. Using An ApplicationTIP: Use Verbs and not NounsIt’s easier for end user to digest and seems more natural.
- 17. Self-Service Good Practices (Ask, don’t Tell!)9Company ConfidentialAsk don’t tell….Don’t TELL them to categorize the request to make it easier for YOU.ASK them to describe THEIR problem.User can not get their email working…….Can you Send Email?
- 18. Can you Receive Email?
- 19. Which Mail Client are you using? [Outlook / Lotus Notes / Thunderbird]
- 20. Are you getting an error? [YES] [NO]
- 21. Is the Error Number one of the following: [5006 / 100 / 675 / NO]
- 22. Please enter the Error [ ]Self-Service Good Practices (Ask, don’t Tell!)10Company ConfidentialAsk don’t tell….Don’t TELL them to Prioritize based on YOUR matrix.ASK them to tell you who it IMPACTS and how badly it impacts THEM.User can not get their email working…….PRIORITYCritical – Only select this option if you are physically unable to function and it affects over 30 people
- 23. High – Only select this option if it affects others besides yourself and is a hindrance but tolerable
- 24. Medium – This should be the default option selected
- 25. Low – This option should be used for requests that can be fulfilled at any timeTIP: Leverage the Impact + Urgency = Priority MatrixBut do it on the back end……….
- 26. Self-Service Good Practices (Ask, don’t Tell!)11Company ConfidentialAsk don’t tell….Don’t TELL them to Prioritize based on YOUR matrix.ASK them to tell you who it IMPACTS and how badly it impacts THEM.User can not get their email working…….HOW CRITICAL IS THE PROBLEMOnly Affects Me – Can’t Work
- 27. Only Affects Me – Just Annoying
- 28. Affects Everyone – Can’t Work
- 29. Affects Everyone – Just AnnoyingTIP: Leverage the Impact + Urgency = Priority MatrixBut do it on the back end……….
- 30. A list of services that an organization categorizes and publishes, often to its employees or customersDescription of serviceService Level Agreements – timeframesWho is entitledAttributesCostsContact PointsHow to fulfill the serviceExamples of Services:VPN Access Request (VAR)Security Access Request (SAR)Change Request (CR)What is a Service Catalog 12Company Confidential
- 32. Cost Savings and EfficiencyElevate the Customer ExperienceBasis for SLA’s with customersIntegrate & Streamline Business ProcessesDemonstrate Business ValueGet a handle on what IT does, where it spends money and allocates resourcesWhy do I need a Service Catalog?14Company Confidential
- 33. Service Request TransparencySingle location for all self-service activityEase of UseStandard deliverablesService level expectationsUtilize customer languageIncorporate visual imagesEncourage UsageEnsure easy access and use to fulfill the promise of self-serviceElevate the Customer Experience15Company Confidential
- 34. All ITIL v3 processes are meant to work togetherand share informationTie your service catalog to yourRequest fulfillment processIncident ManagementService Level ManagementChange ManagementIntegrate with key IT management practicesIntegrate & Streamline Business Processes16Company Confidential
- 35. Demonstrate Business Value17Company ConfidentialTrack service catalog metrics to justify needTrack reduction in technician assisted callsTrack increase in self-service usageDemonstrate improved efficiencies – timelinesTrack revenue generated by a service vs. the cost of supporting that serviceShow cost reductionsShow customer satisfaction resultsROISelf-service eliminates a large number of callsApprovals reduce spendingStandardized delivery reduces re-workAutomated workflow eliminates manual activitiesGuided configuration reduces errors
- 36. Identify your service offeringsBottom up approachIdentify all of your servers, databases, applications, and build your business services based on theseTop down approachDetermine all of the business services you offer and then the items that support those servicesHow to construct a Service Catalog18Company Confidential
- 37. Test an internal beta for selected customers Publish in an actionable service catalogRole out a single service or a handful instead of creating the complete service catalogTop 10 most popular servicesFocus on a type of serviceLearn from your mistakesDon’t try to make it perfect before initial roll-outDry Run19Company Confidential
- 39. Not Just IT – All Business Processes21Company Confidential
- 41. EXAMPLE: Customer requests an iPhoneCompany Confidential
- 42. Integration with ITIL Processes – Request ManagementCompany Confidential
- 43. Integration with ITIL Processes – Change ManagementCompany Confidential
- 44. THANK YOUTravis DavisDirector Sales EngineerNumara Softwarewww.numarasoftware.comtravis.davis@numarasoftwear.comCompany Confidential
Editor's Notes
- #18: Technicians can spend time on more intense issuesSolve at level zero – Customer Self-ServiceGoal is to get your customers to self-serviceMake self-service equivalent, if not better than level 1 supportIf the cost is more than the revenue think about eliminating or changing the service.