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Service Management – A glimpse of tomorrow..

In insight / By David Flacks / 22 August 2016

Visionary leadership with respect to Service Management is not about planning for the changes tomorrow but about shaping the day after tomorrow.

Service Desks of Tomorrow

Service Desks are thought by many to be on the downturn, in danger of being snuffed out altogether. The traditionalists amongst us will not easily give up phones and direct to Desk access. It's not that we are afraid to give it up its just comfy slippers, its immediate and effective to the extent it is a blocker to next generation thinking as far as Service Management goes.

Service Desks are staying the real question is what will they look like? Tomorrow they will offer a wider range of access methods with Chat, Twitter and Facebook being natural extensions to service. We are firmly in the grip of an Information Age with Big Data now achieving normal status. As a result interactive videos, training and configuration is beamed to users on demand, customer knowledge is omnipresent at the hint of an interaction.

The Day After

AR augmented reality is going to interplay massively in the Service Management space. Imagine immediate feedback via neural probes and vital signs that indicate escalating a call or managing that customer in a different way? On demand AR training in your own home or a virtual engineer deployed through the service management tool to bring test results back to engineers?


Service reviews will also change with XLA’s becoming the metric of choice. Customers have long since stopped caring or being impressed with a 98% service level these comments in service reviews have become largely obsolete. It’s not how long the service is present for but the experience I had whilst using it that counts.

XLA’s (Experience Level agreements) are the friend of both the customer and the SDM (Service Delivery Manager) and they are coming as customers become savvier in knowing what good ‘feels like’.

Already in conversations I hear across the industry people talk about what a service was like to use not how available it was. We need to embrace and anticipate customers wanting good experiences and change our thinking to align better with this view point. Trip Advisor is based upon this concept that people like to talk about experiences.

Service Portfolio Management

Innovation for the future is becoming critical to survival we must innovate and take our business share of the spoils. We need to anticipate the changing IT climate and target our research and innovative energy accordingly.

Our esteemed CEO recently blogged about the need to have a speedboat that can break free of the corporate oil tanker with the ability to navigate through new ideas. In taking this a step further this boat needs to be fast breakthrough innovation is a competitive race and the boat needs to have our best people involved securing our competitive business advantage for tomorrow, but shaping the day after..

For most people hearing me say what I say next will cause a double take..

We need to take risks!

Far happier here than in Service Operation….

Incident, Problem & Change

These will stay the same for a while but the value of these processes and getting them right will intensify – why? Big Data and Analytics.

In reviewing many ITSM tools as part of a procurement exercise I am beginning to visibly see the positive effects of complex reporting on large amounts of data. ITSM tools can provide ‘insights’ suggesting based on analysis areas for improvement, e.g. how you reach your next service management goal and provide this information proactively.

Taking this to the next step or day after tomorrow scenario a change request gets submitted and in assessing risk your ITSM tool performs analysis and reports over all the other times we made this change it was 36% successful??

Do you now approve?

This gets close to automating our CAB process but it's clinical and therefore doesn't manage well outside factors but its food for thought. So perhaps shaping the day after tomorrow should be our focus?

Perhaps in the future we will be able to think an incident record in to existence?

David Flacks

David Flacks

London, United Kingdom
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