- The future of the service desk industry is here now
and changing rapidly.
Let's look at a few key trends that experts are looking at
to take us to the future and beyond.
As someone working in the industry
or wanting to work in the industry,
it is important to keep on top of trends
as this opens opportunities for new roles, responsibilities,
and for new learning.
As technology expands,
so will the options to support customers.
Customers want assistance in their own preferred option.
So whether that is self service, video chatting,
using an app to connect with the service desk,
support organizations are going to have to be prepared
for this demand.
Let's look at a few technology trends.
More and more personalized self service with video options.
Artificial intelligence, like chat bots
using technology to resolve or solve issues
that are repetitive with no human inter action required.
Automation. Continued progression into automation
fulfilling requests, routing, logging, managing queues,
pushing knowledge, and self healing technology
to auto resolve issues before they are even known
to the customer.
Voice recognition and verbal recognition and communication.
Customers will be able to initiate requests via an app
or a computer,
with auto sign in, auto verification,
auto logging of tickets,
and even auto signing to a technician through automation.
Mobile, mobile, mobile.
Cloud computing and support through apps,
social media websites, virtual assistance,
crowdsourcing collaboration,
all done through mobile devices anywhere in the world.
So with all this technology,
what will happen with the people component
of a service desk?
What will happen to our jobs?
The people component of support
will change depending on the organization
and how technology is adopted.
Some organizations will be more progressive,
so the support role will look very different there
than perhaps a slower adopter of technology.
Some people trends that we'll see in the future.
White glove or concierge service.
Customers who want a higher level of service
and who will pay for it.
Companies are seeking technicians
with superior customer service skills.
Personalized service.
Technicians may be supporting customers
in a variety of personalized options,
including video chat, texting,
walk in genius bars,
superior customer service skills are required
as well as communication skills
through a variety of channels.
The remote and global workforce.
Many organizations don't have
a physical service desk location at their organization.
Service desk technicians can be located around the world
working from wherever.
In IT skills,
service desk technicians and support organizations
are going to have to keep up with the latest.
As we've discussed, cloud computing security,
privacy, mobile devices,
are all important skillsets
that are part of this new skillset.
Along with people in technology,
there are processes that are vital
to the success of a support organization.
As technology changes, process must change
to support the ever changing needs.
Let's look at process trends.
Security, security policies and processes
are the focus now more than ever
due to expanded cloud computing, and cloud services.
Bring your own device and mobile devices.
Security controls, tracking mechanisms,
and mobile device management policies
are required in this day and age.
Business relationship management.
Increased focus on developing
the relationship and processes
between the business and information technology.
Configuration management.
Better process tracking of configurations
and assets across the board.
Knowledge management.
Enabling customers and the service desk
to have faster, more effective access to information.
And the overall customer experience
focusing not just on the satisfaction of the customer,
but of their entire experience of technology,
and service desk utilization.
(upbeat music)