A vision of the future of IT Support
It support has done a great job for a long time. But let's face it. It's time to adapt to the times.
Up until now, IT support success was measured in a variety of ways, including resolution speed, number of issues resolved, etc.
However, According to Gartner, the success of IT support is determined by the end users of the service, not through dashboards or an outsider's perspective.
It's all about user satisfaction.
Providing user satisfaction is one of the biggest Service-Desk challenges.
Ride the Storm: Navigating Through Unstable Periods / Katerina Rudko (Belka G...
The Death of the “How to” Support Ticket
1. The death of the “how to”
support ticket
A vision of the future of IT Support
2. IT Support has done a great job
for a long time.
But let’s face it. It’s time to adapt
to the times.
3. Up until now, IT Support
success was measured by
the number of issues
resolved, and speed to clean
up ticket backlog.
4. However, according to
Gartner, the success of IT
Support is determined by
the end users of the
service— not through
dashboards, reports or an
outsider's perspective.
6. Organizations have identified
"providing high levels of
customer satisfaction" and
"staffing and organization"
as their two biggest IT
Service-Desk challenges.
Gartner Research
Which Would You Indicate as Your IT Service Desk's Biggest Challenge?
7. 90% of the IT Support
spend is people
Why is that?
8. Because organizations are trying to solve
user satisfaction by adding more people
to resolve incidents faster.
10. Implementation of Tier 0 support enables IT support leaders
to provide the highest level of user satisfaction,
and increase employee engagement.
Download the “4 Step Guide to Test Tier 0 Support”
Download Guide
11. A better way to solve user
satisfaction is to decrease
the number of incidents that go
into your ticketing system over time.
12. Here is the disconnect:
As we know, not all
incidents are created
equal. But they all
end up in your
ticketing system.
13. Preventing your team from
focusing on bigger issues,
and instead wasting their time
answering “how to” questions.
14. Incoming trouble tickets have
increased 57% across
organizations.
69% of those tickets are resolved
by the most basic level of support.
15. In a recent digital workplace survey when asked
"If you had an issue with the digital technology you use
for work, how would you go about solving it?"
64% of people indicated they would ask a
non-IT co-worker for assistance.
16. What if you connected people so
they help each other solve the
issues?
Instead of sending every incident
to your support team.
18. Better known as: Tier 0 Support.
By 2018, more than 30% of
employees will stop contacting
their IT service desk.
As the workforce digital dexterity improves, business users
are increasingly turning to “Level 0” support channels, such
as self-service and peer-to-peer support.
19. Tier 0 Support brings relief
to IT Support & increases
employee engagement.
20. By 2020, 20% of
organizations will include
employee engagement
improvement as a shared
performance objective for
HR and IT groups.
21. Engagement is all about empowering
employees to be part of the solution.
22. To provide the highest level of user satisfaction,
and increase employee engagement, IT support leaders need to
implement Tier 0 Support.
Download the “4 Step Guide to Test Tier 0 Support”
Download Guide
23. By 2018, 30% of
organizations will have
implemented formal
Tier 0 support, up from
10% today.
24. “Tier 0” enables IT to protect information assets
at the lowest possible cost.
25. Tier 0 Support is a huge opportunity for IT organizations.
And the time to seize it is right now.
Download the “4 Step Guide to Test Tier 0 Support”
Download Guide
26. We’re Kaleo.
Kaleo is Predictive Knowledge Sharing.
We help companies collect and analyze expertise across their organization,
to deliver answers to employees, even before they ask.
Kaleo is used by customers to make the most out of their technology
investments, to reduce support costs, and to bring agility to the workplace -
all while capturing tacit knowledge to make it reusable and discoverable.
For more information visit: www.kaleosoftware.com
27. The traditional definition of
Tier 0 support has
expanded from automated
tools to include peer-to-peer
support.
28. Not every incident
belongs to Tier 0 Support.
But most of the “how to” issues do.
The average worker is regularly
employing peer-based support for
technology and products already.
29. 63% of employees do not contact
internal support staff as their first choice
when they have IT issues that need
resolution.
Who do they contact? Keep reading
