Bay Area Digital Executive Dinner Series 

Register for the event by completing the form below.

Farallon | 450 Post Street | San Francisco, CA 94102
Wednesday, May 1 at 6pm PT

ISG Partner, Prashant Kelker will present
Implementing & Tracking a Digital Operating Model

TOPIC:  Implementing & Managing New Digital Operating Models

WHY ATTEND:  This session will focus on understanding what others are doing to establish and govern digital operating models in the new world.  We will be speaking to the challenges they face, and how some companies have overcome these challenges – the key topics we will address are:

• How should the organization structure adapt/change to address new digital models, and how have the leading companies executed change management?

• How will the design and execution of technology transformation programs inform and build its required target business capabilities iteratively using an evolving provider ecosystem?

• How do you ensure a solid digital backbone and operating model is established and maintained to scale and ensure quality in your transformation programs?

• How do you harness emerging technologies and bring them to mass scale usage within your enterprise (automation, analytics, ML, cloud, blockchain, etc.)

AGENDA:

  • 6pm PT Networking/Happy Hour:  45 minutes
  • 7pm PT Dinner:
  • Appetizer:  Implementing & Tracking a Digital Operating Mode
    Presented by Prashant Kelker, ISG Partner - Digital Strategy & Solutions
  • Dinner:  Open Q&A
  • Dessert:  Future Topics & Networking

This is a great opportunity to network and learn from peers. Feel free to bring a colleague!

Upcoming dinners:

Date TBD - Palo Alto: Blockchain Reality & Impact

Date TBD - San Francisco: The Automation Journey Conundrum

ProjectFocus-Illustration

The Digital Metamorphosis of Workplace Services

Workplace services is undergoing a great metamorphosis. The IT service desk, field support and related software management services are not disappearing, but they are definitely changing shape. If you haven’t looked to the market to improve your workplace services, now’s the time. Enterprises that are using today’s innovative solutions are increasing customer satisfaction by up to 30 percent, increasing mean time to resolution by 30 percent and reducing service desk costs by up to 40 percent.

How? Three big answers:
Hyper-automation, cognitive computing and retail-inspired customer engagement.

ProjectFocus-Illustration

Automating support for incident resolution and service requests—from logging the request to retrieving documentation, executing required actions and updating the documentation—greatly reduces response time. Lower response time equals happier customers. And, when software is assigned to handle routine tasks like routing and assigning service-request tickets, conducting automated online chats and generating resolutions based on similar, previously solved issues, IT personnel can focus on higher-value work. IT personnel unchained from the service desk equals lower costs.

Cognitive computing technologies are upending the traditional service desk and call center operating model. Virtual “cognitive agents” like IPsoft’s Amelia or IBM’s Watson are using natural language processing and machine-learning artificial intelligence to provide near-instant responses to service desk inquiries. Some enterprises report they are using Amelia to handle the majority of their incident and service requests. And as the technology advances over time, virtual software agents are able to answer increasingly complicated questions.

As employee behavior changes so must the support services. When we study customer satisfaction with service desks by call type, we find customers are the least satisfied with calls related to mobile device connectivity and mobile application access, especially as it relates to the use of their own device for work. These are today’s support issues. Many organizations are finding an “IT Genius Bar,” much like Apple’s tech support station that puts the service desk in a visible and accessible location, can increase user productivity, improve customer satisfaction and rebrand the service desk function. Many IT Genius Bars also offer vending machines loaded with computer peripherals and laptop accessories (keyboards, mice and batteries) that can replace the traditional and time-consuming work of hardware troubleshooting.

Workplace services is a different animal today. Instead of striving for first call resolution, today’s service desks are striving for no call resolution in which cognitive computing, automation and accessibility to retail-like customer service can prevent incidents from happening in the first place.

These emerging technologies and customer innovations not only save money but improve the employee experience and provide the kind of velocity an organization needs in today’s fast-paced business environment. ISG can help bring your service desk contract into the digital age. Contact me to discuss further.

About the author

Jim has in-depth experience in assessing and managing complex IT Infrastructure engagements focused on helping corporations achieve their business objectives. He offers expertise in strategy assessment and development, statement of work, service level agreements, business-driven RfP development, transactions, contract negotiations and transition planning across IT Infrastructure areas and expertise in IT service management integration. Jim has worked with global enterprises in the automotive manufacturing, banking and financial services, healthcare, utilities, aerospace and retail industries, focusing on collaborative techniques with clients and service providers to achieve the desired business outcomes. He recently led the negotiation of a large infrastructure contract with a utilities company and a cloud computing transition. Included in this successful project was the development and execution of the sourcing strategy, assessment and transaction process and project management, negotiation strategy development and financial proposals and executive leadership communication. Jim is ITIL V3 Foundation certified and a thought leader on the topic of the digital workplace.