Last month, we had the privilege of attending the 25th Annual IT Service Management (ITSM) conference in London. It was great to see so many energised service management comrades at the event, where we delivered a keynote presentation on Computacenter’s Next Generation Service Desk (NGSD) solution that we deployed with Hays recruitment. This was the first time presenting at the conference and it certainly lived up to expectations. I co-presented with Simon Gerhardt, who was the main lead on the NGSD project and acts as the IT Operations Director at Hays Recruitment.
As a leading recruitment services company Hays is dependent on the productivity of its employees, and with technology playing an ever-increasing role in streamlining the recruitment process, employees’ IT queries and issues need to be dealt with quickly. To give users greater choice about when and how they engage, we worked with Hays to help digitise their IT support through NGSD. The solution offers an online portal and intuitive mobile app which allows employees, to obtain a user-centric experience with anytime, anywhere IT support and a wealth of knowledge banks to self-serve their own IT issues.
We had a strong attendance during the presentation itself and it was great to see a wide range of engaged, seasoned professionals in one room, all willing to listen and pose questions. During our presentation, I detailed some common trends around service desk demand as well as workforce expectation in relation to technology, that allowed us to illustrate the vitality of intelligent service desk’s in modern organisations. We drew on a variety of research studies and customer feedback reports, that uncovered statistics such as 53% of employees are frustrated by a lack of flexibility in working practices and 41% of workforces will consider moving to a new role if they don’t get the support they require. Simon Gerhardt, did a great job illustrating the tangible impact that NGSD has delivered for Hays Recruitment.
It was fantastic to be able to relive some of the challenges, successes and outcomes of the NGSD project with Hays, to an audience completely unfamiliar with the solution itself.
A key highlight in the delivery of the project that raised eyebrows and encouraged positive feedback was focused around the implementation timeline. In the early stages of the project, we conducted a one day hot-house with the internal members of the Hays development team, that played a big part in the rapid implementation time of the project. By having a collaborative approach to the solution design and the onboarding process for the wider workforce, it fast tracked a number of weeks of traditional planning, meaning NGSD went live on time, in just eight weeks.
As well as implementation timeline, the lack of disruption to working norms during the implementation itself, stood out as a notable crowd pleaser. NGSD can integrate seamlessly into any IT service management platform, which removes a major challenge when transforming the key system of engagement for a given workforce. The existing platform that the employee interacts with remains unchanged as the underlying platform is being updated to the NGSD solution.
This means that no disruption is caused from the integration of the solution, maximising productivity and eliminating IT downtime.
Don’t take my word for it, Barclay Rae Interim CEO at ITSMF UK said when he awarded Computacenter with the SDI Best Managed Service Desk award – “The three finalists all demonstrated mature service desk operations plus excellent customer engagement and relationships. What marked Computacenter out was their practical focus on innovating for their customers’ customers. Their ‘next generation service desk’ showed how MSPs can lead for their customers and the industry by driving through solutions and innovations that deliver direct customer experience and continual service improvement. This is a great example for the MSP community”
I would certainly recommend all service management professionals to attend the ITSMF event, it is an excellent platform to meet with and network across the industry.
See you next year!
It’s been a hectic couple of weeks, mainly as it’s been conference season which involves spending time away (usually in a foreign country), listening to vendor x, y, z, talk about their market perspective, and how their technology fits into the eco system of workplace technology (well, usually they talk about more than just workplace, but it’s what I pay most attention to 🙂 ).
Whilst it’s often perceived as a jolly, the days at such events are ordinarily long, mixed with a combination of vendor key messages, technology insights and details of technology improvements, and vendor meetings where we often talk about what we’ve done the past year with respect to them, and what we all think the opportunity is going to be for the following year.
For those of you internally, you’ll know that we’ve (CC) established ourselves as the leading service provider in the UK around Windows transformation, with our EMEA business equating to worldwide levels of prominence, numbers which frankly leave me very proud of what we’ve achieved over the last 15 years of improving and refining of our extensive service offerings to our customers.
It was actually this traction that lead to Citrix & Cisco asking us (well me) to present at the recent Citrix conference to extol the benefits of how we’ve deployed their integrated technology stacks to our customers, and how we’ve made such traction in a difficult market, (desktop virtualisation). We’re being used as the poster boy (for want of a better description), on how it can be done, and how it’s possible to provide cutting edge desktop transformation services that provide innovate solutions to business problems. Quite a vindication from these key vendors we felt, and why we agreed to do it.
This position in the market is allowing us to starting thinking about the future of workplace services, and for the last 6 months or so, I’ve been working on and considering the next generation of services and technologies, and how they’re going to impact us, our service offerings, and most importantly our customers.
The key vendors in this area are all thinking big, and are thinking cloud enablement (private and public) and this tricky integration and how it can reduce costs and provide better services for modern working environments.
In the next 12-18 months, it will be possible to build a true Desktop as a Service (DaaS) model, that critically will be able to flexible both up and down, and scale appropriately with need, (which the IT industry really can’t do right now). I fully anticipate however, it will probably be another 2-3 years before it’ll really be a viable option for our customer to consider buying and is thus part of our next generation of service development unlikely to gain any traction until after the Windows XP to 7 uplift.
I’m working with these vendors on helping them shape their products, to be more complete service offerings, (as the vendors are notorious on concentrating on technology features and functions over service integration considerations or really thinking about their customers business need and problems), and I’ll share more on these interesting developments in time when it becomes more appropriate to share this insight.
I’m off on Holiday from today for 2 weeks; recharge the batteries before the big push for the remainder of the year. I’ll pick up the blog when I return, as whilst I like technology and my job, even I like to put it down sometimes. 🙂