>>Matt, you and I have had a chance to talk recently
a lot about Service Desk, and service delivery,
and service management.
But I don't think we've talked about it
from the user perspective, and sort of letting that drive
how you define your service management.
>>Yeah we really haven't, and that's an important point.
Any conversation about Enterprise Service Management
should be rooted in the people, the employees,
and everybody gets caught up in,
it's the whole enterprise, it's got to scale and fit
the whole organization, but if you start with the people
you're going to start in the right place.
>>Right. They're more likely to use it,
they're less likely to open a help desk every time,
or pick up the phone, or come by and say, "Hey, have you
got a second?" So, why don't we do that?
Why don't you walk us through what it's like,
and sort of, tips and tricks on how set up,
not only service management, but really define it
in a way that users will really like.
>>Sure! So we really know from talking to our customers
that every business is different. Every organization
has different needs, they have different preferences,
so you want to configure your service desk
to work that way. So, the key goal is to
give employees what they need in an easy-to-find place.
>>So, that's really driven
by the end user and the employee.
>>Yeah, it is, and so one of the key parts
is understanding that every organization is different.
So you're going to pick and choose
the parts that work for you. You know your employees
and your culture, and you're going pick the service portal,
you're going to pick chat maybe, allow them to do walk ups,
or call in, but that's the beauty of this thing.
It's a platform that you can use the parts you need.
>>Right! So think about experimentation and beta groups,
and like really...
>>A-B testing.
>>Yeah! Like instead of just that one, sort of,
implementation to rule them all, like think about this,
starting with user requirements,
and build yourself backwards.
>>Yeah, make things easy to find.
>>Okay that's great! Well, why don't you walk us through
how to get started?
>>Sure!
So we named this session,
One Service Desk To Rule Them All.
It's a really important title.
You really want to consolidate
all of the business processes we're talking about
into one platform, and like we said,
give employees one place to go to get everything the need.
So the key to figuring out how we're going to configure this
is looking at it through the eyes of the employee.
What's the vision for them, and what's their experience?
>>Alright! I guess step one is making it look familiar
to them, right?
>>Yep! It is, and so this is what we want
as service providers. Make it simple, make it familiar,
and they use a lot of different business applications.
This should kind of be a seamless experience
for them as well.
>>So this what you see here is very similar
to what we set up for the SolarWinds team here.
All of our employees come to a very similar portal.
They've got useful services, useful articles,
all available right at their fingertips.
>>And so this is not like, out of the box.
You've basically used marketing-approved,
brand standard images so that it just feels familiar
the first time you look at it,
like this is the official place
that you should be interacting with service.
>>Yeah! That's exactly what we did.
We actually have spent more time talking about
what we wanted and planning it out than setting this up.
>>Right, well how many times has that happened
on your corporate internet,
where you're trying to figure out like, "You Are Here"?
Where is the center, and there isn't one?
And it's because it just doesn't feel like something
that is a continuation of what the sort of dot com
front end of the page is.
>>So this is great! At the first time I saw this
I was like, "Oh! That's our actual log on."
And then I realized no, this is a custom skin UI for this.
>>Yep, it is. So let me take you
into the service request first.
This is one the most important things. And we talked
about this in the lab. The service request is nice,
because there's a lot of departments in here,
so we talked about scalability first. Look over
on the left side. There's all these different departments.
There's application support, you've got
some changed management built in here even.
The compliance team is in here, facilities team,
all the way down to legal. You know how they are.
They definitely want a set form.
>>So the first step is, remember there are departments
other than IT.
>>Yep, that's correct.
>>So let's take a look at
what the facilities team is doing in here.
>>So these are all service catalog items
that you developed in partnership with facilities.
>>Yep! It is.
>>So you sat down and talked to him,
and said, "What are the things that drive you crazy?"
>>Yep! It is, and light bulb replacement
is a good example. This one is something
that we've got on schedule, so maybe they have
every ninety days they want to go through
and check light bulbs, fire extinguishers.
I think that we have to do those once a year.
And this one actually has to be done in sixteen days,
you can see. So let's click into it.
Here they've got some key information, it's just templated.
These are the steps for doing an inspection
on your fire extinguisher. This is the information we need
to capture on "Did they pass inspection? Did they not?"
Maybe we need to take some follow-up action.
>>But this is also that kind of, in between area
for Service Desk where it's not just the management,
it's also education for the user. I mean, this somebody
who maybe hasn't done this before.
This a governance issue to make sure
that you're in compliance, and you're walking
through the steps to make sure
that the work is going to be done right
before the workflow is completed.
>>That's right, Patrick. It keeps it simple,
and it keeps it standard. So let's fill this thing out.
>>This is in Covenant B. Number of damaged units,
we only had two, so that's not bad. We had six one time.
And, we did this check in Australia,
and this is in the DevOps department.
So all we do is request this item.
The key for this is it skips the service desk,
it goes straight to the facility's team,
they're expecting it, they know what to do with it.
It saves time getting it to them faster.
>>And mostly it solves that problem of everything ends up
as an uncategorized request in the Help Desk
that then IT has to sort out, fire extinguisher.
>>Yes. I lived that problem every day,
until, I'm telling you, this is a time saver.
>>Cool.
>>So that's best case scenario. I think you picked up
on that very quickly. Sometimes you're just
going to get a ticket, right? So let me show you
what that looks like. If I come to new ticket, so let's do
the same fire extinguisher check that we did
in the service catalog item. So you notice
that there's two items there in the popup box,
services and articles? That service Fire Extinguisher
Monthly Maintenance is what we just filled out.
So instead of it being the ticket, we're saying,
"Go ahead and open this form that's already there."
Like you said, it's standardized, it's got all the steps
for somebody who may not know how to do it.
We're going to push them in that direction, and then,
of course there's an article there, "How to Use a
Fire Extinguisher", which hopefully they're not using
in an emergency situation.
>>Exactly!
>>The whole idea of AI here,
and we'll get into this a little bit more,
is to push them in the right direction, looking for those
efficiencies, looking for that good employee
service management, and making it scaled.
>>Right, especially when you're delivering
the Service Desk, to be able to say, "this is a form
that someone almost never uses, they're not sure,"
and you're going to be able to steer people
for that sort of long tail of unusual tasks
onto the right forms so they get service faster.
>>That's exactly right. Service faster and make it simple.
>>Okay Matt, that is great in theory, but I think the place
where we all fall down, whether it's with the Help Desk,
or Service Desk, is that we have these great intentions,
great ideas of what we're going to build,
but then we kind of get lost in the complexity
of the implementation of the workflow, especially if
you want to include other departments.
>>Yeah, it's pretty common, and it's something
that takes some planning. Anything that provides
this much value to the organization
needs to be well thought out. We find that
with our customers that, a lot of times
having all the extra planning, and
having maybe some meetings, getting your stakeholders
together and gathering your requirements,
makes this part building in the UI so much simpler.
So you want to track performance, you want to build data,
and go from there. Start simple.
>>Okay. I'll believe it when I see it.
Why don't you build a workflow from scratch, and let's see.
>>Challenge accepted!
>>The best example really is 2019 new hire
requests. This is the process we're using this year.
Maybe we did something a little different last year.
Next year we'll improve, so let's click into this thing.
>>Oh, your new hire requests and on boarding is
always easy.
>>Always easy! Sure! [chuckles]
The reason it's a good example for this conversation
is it always touches many teams. Of course, there's IT.
They're going to do the basic, I need a laptop, I need
a monitor, I need a mouse, and I need a bag. Those are
the simple things, I need access to these applications.
But there are so many other teams that are involved
that we want to bring into this as well.
So you've got your HR people, you've got
your payroll people, you've got even your facilities people,
the person needs a badge and maybe business cards,
and all that is incorporated into this form.
>>So let's walk through these. Let's fill it out.
The new hire. Let's hire you, Patrick!
>>[chuckles]
>>So we've got some fields here, and these are all
like we said, built through the UI, there's no coding
for these, so you can manage these. Maybe our titles
have changed from last year, so that's why this is
the twenty nineteen request. You want to work in,
maybe marketing? Or finance?
>>Oh, let's do finance.
>>Okay, we can work in finance. So finance new hire.
This is going to go to the Accounting team,
and let's start you today.
>>Awesome!
>>So one of the lists that we have here is for the person,
maybe the hiring manager that's filling this out.
They're going to know best
what applications you need to work in finance.
So let's add Finance Applications Required,
and anther box pops up. I don't think you need
Main Frame Access to work in finance.
>>Uh, you'd be surprised.
>>You think? We'll at least give you NetSuite.
And we'll probably give you DocuSign, and a couple others.
So just the simple multi pick list. Hardware Required,
just going to give you a laptop and we'll give you
an extra monitor. A couple of other things,
since you work in finance we're going to give you MoneyBag.
And you're going to need business cards, we're going to need
a way for you to get into the building. So you can see just
by the questions that we're asking, these are going to touch
multiple teams. And that's the part that's never seen here
on the request form that's available in the portal,
but I'll take you into the back end and show you
where all that lies in the workflow
that we're going to build.
>>Is there another piece here that happened as a part
of the planning for this where you went and talked to the
finance team about what to expect, instead of that thing
where we always have a tendency to just bombard some
other department with this workflow thing with a tool
that they're not familiar with, and they don't know
where to get started?
>>Yeah, there is, and a lot of conversations end
with the IT person actually learning more about how
other teams run their business,
and just facilitating the conversation.
>>Okay, so I'm the hiring manager here,
and I'll just hit request.
>>Awesome! I'm all set, and I'm looking forward
to receiving my MoneyBag. This is great!
And that was really easy to use, but you still didn't
show me how you created that form.
>>I didn't. So it looks a lot like what we saw
from the portal end user, what they requested in the form.
But there's a little bit more built it.
So here's your variables, and you'll recognize
all those fields that we filled out. You can add to these.
You can take some out. You can change them, and there's
the whole work flow process that's going to run
on the back end. So we have quite a few things built
into this one. If I hit edit on this, I can show you
some examples of what we might add, what we might take away,
things to make it fit. We talked about scalability,
talked about different businesses operate differently,
and this is how you make that fit.
So the forms here are really easy to add.
If I come down here, maybe we want to add somebody,
look at all these things here. There's just little
plus signs built in and conditions set, so if I come
all the way to the bottom of all these things that we do
to help bring somebody on board, I can add maybe,
On Decline, I can add things like Tasks. The task could be
to let somebody know a certain thing wasn't approved,
or something was approved. But it's important to look at.
Let me click into this one. Some of the options
that you have, a task, maybe a person needs
to go do something, shop that out to the different teams,
like we said, there are so many stakeholders.
Maybe there's a Group, a whole set of Tasks
that need to be shopped out, and they can run concurrent.
There's approvals that are built in, maybe different levels,
depending on who's being hired, and there's conditions set.
So if you're in finance, then you get a MoneyBag.
If you're working in IT, then you get extra access
to maybe help the onboarding process continue.
>>And you know the one that I'm going to be all over right?
Process integration. Because if you can start
to do automation and integrate with other systems,
that's where this really begins to pay benefits.
>>You can. That's really one of the most powerful things
that exists here in the workflows, and I remember when
we developed this, our CTO said, "With great power comes
great responsibility." You can do a lot of things with this.
>>Well even the basics like, "Hey I need to get somebody
in Active Directory," instead of spinning off
another ticket and kicking it off to IT to go create it.
Go ahead just create that account from the place
with the groups they're going to need.
>>You're right, you're right. And just because you're a nerd
like I am, I'll show you that page. So here you've got
different integrations with the applications
that you have credentials for. You have different
HHG methods you can post, you can put, of course.
There's your URL goes in, and your body there.
There's your payload for your XML and your JSON.
>>That's great, and you can set the content type,
so if you have an ornery system you're integrating with
that's expecting something in particular,
you can actually set that.
>>You can. Very powerful. The key to these,
and you'll notice in this example,
there's just a ton of things we've built in over time.
The key is, build it first. As you go to other stakeholders
and you're asking them do you use this as well, if you build
them an example it just works so much easier.
They can envision it much more easily,
and then go from there. Start simple.
>>Right. So, start small and improve over time.
>>Yep.
>>Okay but to improve over time, there's some other tools
that you're going to need.
>>I knew you were headed there.
>>So that's going to be things like what? Trends reporting.
>>Heat mapping, Google Analytics.
>>That'll help.
>>We've got all of that.
>>Okay but at the end of the day, if you really care
about users, if you're really thinking about users,
CSAT is the only thing that you really are using as a guide.
>>It's the number one metric.
>>Right.
>>Yep, and so if you see the top of this screen here,
I've got the widget built into my dashboard. I'm looking
at the last year's worth. I've actually got a hundred
percent CSAT. We've got a pretty low response rate.
This is a demo account of course,
but zero percent negative response. The thing about CSAT's
is we like to keep it simple, yes or no, are they satisfied,
did they get what they want, could they go on
about their way? So tie it back to the employee experience.
They just want to get their work done. Did they? Yes? No?
And if it's a no, you can easily follow up
and figure out why.
>>So by keeping it simple instead of rating us
on fifty different axis, and build a radar chart,
it's just Up/Down?
>>Yep. That's it! Quick report to go back,
if you really want to dig into the data, it's all there.
It's also right here clean on the dashboard.
>>Yeah, and they're more likely to actually click on it,
because you're not asking them more questions
after something was already broken.
>>Yep. So Patrick, CSAT is really the most important metric,
because you really wanna understand the customer experience,
and as you add other stakeholders, it's important
to understand how you're servicing those employees,
and different forms that you're putting out there
on the portal.
>>Right! So as complexity increases, you want to rely more
on data and less on anecdote.
>>Yeah, and it's the most important opinion, the employees.
>>Matt, thank you so much for walking us through this.
I mean, we've talked a lot about service delivery a lot
in the past, but I really love the idea of,
always consider the impact that's it's going to have
on the employees who are using it. Right? Really make it
user centric. Especially when you do things like, what?
First, make sure that you're creating
a really positive experience, to create
some service gravity that people will always come to.
They'll want to seek out the Service Desk.
The second one is make sure you expand it across a lot
of departments, right? So that you can get a lot of use
outside of just IT. And then that last thing is
CSAT everything, right? Constantly be looking for
where you can improve it, because that's going
to drive user adoption.
>>Right, it is. And if you can take some of these tips
that we looked at today, it'll help you to start looking
at things through the employee's experience,
and like we said, that's where you want to be. You want
to ask yourself the questions of how to configure
your Service Desk, and by keeping that in mind,
you're going to be in the right spot.
>>If anyone needs a little bit of help, can they get that?
>>They sure can! We've got tech support teams,
we've got customer success, and they would love
to have this exact same conversation with you
about how to get your account set up.
>>Well this has been great. Thanks so much!
>>Yeah, thanks for having me, Patrick. It's always fun!