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The Help Desk is Dead - MISAC 2013 - Dan Turchin

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PeopleReign, Inc.
PeopleReign, Inc.

The document discusses how the role of IT is changing due to trends in technology and business. Mobile devices and social media have changed user expectations and behaviors, requiring IT to become more proactive and strategic rather than reactive. Younger workers expect instant access to information online or through social networks. The document provides examples of how companies like Facebook, Google and Omnicare have reinvented themselves. It suggests that to remain relevant, IT must adopt a culture of innovation, automate services, and embrace new technologies like machine learning, personalized services and sensor networks.

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The Help Desk Is Dead, Go Re-invent Yourself October 2013 MISAC Dan Turchin ServiceNow | Sr. Director Product Management
The Help Desk is Dead 1. How’s the world changing? 2. What are the cultural implications of mobile and social? 3. What technology trends are driving IT innovation? 4. How do I remain relevant in the next decade?
So who’s the short, nerdy dude?
“By 2017 the CMO will spend more on IT than the CIO.” Laura McClellan Gartner Research
Are You Ready?
But first…
Millennials in the workplace Millennials… 1. Have never used a land line, fax machine, or dial-up modem 2. Get answers online, often on social networks 3. Use a personal mobile device for business 4. Don’t work in an office 5. Don’t compartmentalize work and life
Want to stay relevant? Service Delivery Service Automation Reactive Proactive Tactical Strategic Obstacle Enabler “The best way out is always through.” -Robert Frost
Case study #1: Facebook
Case study #2: Google
Case study #3: Omnicare
The world in 2021
What’s ahead? Consumerization Gamification Personalization Machine learning Sensor networks Singularity
Technological singularity
Create a culture of innovation Reward good ideas. • Gamify your KPIs. • Start a hack-a-thon. Re-think your workspace. • Create ad hoc meeting spaces. • Paint the walls. Cultivate a bias for action. • Produce something every two weeks. • Don’t let great be the enemy of good. Be the new IT. • Trust unproven talent. • Be a catalyst. Not a reactant.
Three great reads
“Everything you can imagine is real.” -Pablo Picasso Dan Turchin Sr. Director Product Management e: dan.turchin@servicenow.com p: (408)899-3954 m: (650)533-0918

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The Help Desk is Dead - MISAC 2013 - Dan Turchin

  • 1. The Help Desk Is Dead, Go Re-invent Yourself October 2013 MISAC Dan Turchin ServiceNow | Sr. Director Product Management
  • 2. The Help Desk is Dead 1. How’s the world changing? 2. What are the cultural implications of mobile and social? 3. What technology trends are driving IT innovation? 4. How do I remain relevant in the next decade?
  • 3. So who’s the short, nerdy dude?
  • 4. “By 2017 the CMO will spend more on IT than the CIO.” Laura McClellan Gartner Research
  • 7.
  • 8. Millennials in the workplace Millennials… 1. Have never used a land line, fax machine, or dial-up modem 2. Get answers online, often on social networks 3. Use a personal mobile device for business 4. Don’t work in an office 5. Don’t compartmentalize work and life
  • 9. Want to stay relevant? Service Delivery Service Automation Reactive Proactive Tactical Strategic Obstacle Enabler “The best way out is always through.” -Robert Frost
  • 10. Case study #1: Facebook
  • 11. Case study #2: Google
  • 12. Case study #3: Omnicare
  • 13. The world in 2021
  • 16. Create a culture of innovation Reward good ideas. • Gamify your KPIs. • Start a hack-a-thon. Re-think your workspace. • Create ad hoc meeting spaces. • Paint the walls. Cultivate a bias for action. • Produce something every two weeks. • Don’t let great be the enemy of good. Be the new IT. • Trust unproven talent. • Be a catalyst. Not a reactant.
  • 18. “Everything you can imagine is real.” -Pablo Picasso Dan Turchin Sr. Director Product Management e: dan.turchin@servicenow.com p: (408)899-3954 m: (650)533-0918

Editor's Notes

  1. http://youtu.be/Slb5x5fixk4