Webcast: The New Rules of IT Support and Service Management

What are the new “rules” in IT support and service management? Kinetic Data recently spoke with Eveline Oehrlich, VP and research director at Forrester Research, to discover her organization’s findings and predictions on that topic.

Happy employees make for happy customersIn the webcast Rewriting the Rules on Service Support & Management: Happy Employees = Happy Customers, Eveline discusses:

Queens Library Turns Page with Improved Service Management

Simplifying request management for employee services increases satisfaction and reduces costs in any type of organization—business enterprises, service providers, government agencies, non-profits, and entities such as museums and libraries, which typically rely on a combination of public and private funding.

Queens Library gets rave reviews for service request portalQueens Library in New York is one of the largest circulating libraries in the United States, with about 1,000 full-time employees spread across 62 locations, serving 2.3 million customers each year. Nearly 11.2 million people walk through the doors, and library staff answers nearly 4.4 million reference inquiries every year.

Continue reading “Queens Library Turns Page with Improved Service Management”

Six Key Takeaways from the HDI – itSMF USA Service Management Report

IT service management (ITSM) principles are being embraced in shared service functions (HR, finance, facilities, etc.) in an increasing number of organizations. Whether applied within the enterprise or by service providers, ITSM tools and practices are helping to improve processes and reduce service costs. The results are better alignment between IT and business functions, faster service fulfillment, and happier end users.

ITSM isn't just for IT anymore Continue reading “Six Key Takeaways from the HDI – itSMF USA Service Management Report”

Enterprise Request Management: How Kinetic Data Products Support ERM

Enterprise request management (ERM) is a business efficiency strategy that combines an intuitive Web portal interface with integrated business process automation to improve delivery of business services and ensure first-time fulfillment. ERM enables organizations to implement actionable self-service to accelerate business service delivery and reduce costs while dramatically improving the customer experience.

How Kinetic Data products fit in the ERM modelShared services groups (IT, HR, facilities, accounting, etc.) typically design their services and delivery processes around their own preferences and convenience. As a report from Interactive Intelligence Group puts it, “Many firms perform their business processes with no attempt to delight the customer.” Typically, each functional area has its own systems and processes in place for delivering services.

These approaches are function-centric rather than customer-centric. They require users to learn and use multiple methods for requesting the services they need, and to “manage” their own service requests (e.g., following up with emails and phone calls to “see where things are at” and keep needed approvals and processes moving along). The result of these inconsistent and manual processes is frustration and lost productivity.

The negative impacts of this “siloed” approach to service management are multiplied for complex requests that require services from multiple departments—for processes such as onboarding a new employee or coordinating resources for a development project.

Requiring employees to learn and use different systems, forms, and workflow processes delays fulfillment and increased training costs. And if these disparate functional systems don’t communicate with each other, error-prone manual data re-entry is required, leading to further inefficiencies, as well as to redundant and potentially mismatched data in different systems.

A new white paper, How Kinetic Data Products Support Enterprise Request Management, describes the technology components required to implement an ERM strategy, and more specifically how Kinetic Data software applications support key operations in the ERM framework.

A previous white paper, The Technology Behind Enterprise Request Management, defined the software components required to implement ERM in generic terms. This new white paper covers much of the same ground, but focuses specifically on how Kinetic Data products support an ERM strategy and where each of the company’s products fit within the end-to-end ERM model.

Video Highlights from KEG 2013

This year’s Kinetic Enthusiasts Group (KEG) event in Denver was again a valuable learning experience for Kinetic Data customers, partners and staff alike. Planning is already underway for KEG 2014.

If you missed the event earlier this year,  or were there but would like to look into the sessions you weren’t able to attend, or you just want to revisit some of the high points–check out video coverage of the event.

KEG 2013 opened with a keynote address by Eveline Oehrlich, currently VP, research director at Forrester Research. Among other topics, Eveline discussed how the role of IT must change in the “age of the customer,” and how the age of the customer is redefining competition among enterprises. In today’s marketplace, IT must enable rapid change across the value chain.

KEG 2013 Keynote from Kinetic Data on Vimeo.

Video Timeline:

0:14   John Sundberg introduces Eveline and the keynote topic of IT in the Age of the Customer
0:49   Eveline outlines her current role and background with HP
2:53   What is the “Age of the Customer” and what does it mean for IT? Who is “the customer”?
4:59   Agenda: How the Age of the Customer is redefining competition and how IT must change
5:21   How we arrived at the Age of the Customer
8:04   How the performance of companies like Apple have changed employee expectations of IT
9:34   The impact of demographics: what the next generation of workers will expect from IT
10:52   How the Age of the Customer impacts all forces of competition, e.g., how Netflix killed Blockbuster
13:33   How customer experiences drive success: easy, enjoyable and fast
16:42   How services eclipse products: an IT transformation success story
19:10   Users are now doing more of the technology sourcing work traditionally done by IT – which
can lead to support challenges
21:21   How IT investments are shifting from underlying, back end systems of record to user-facing
systems of engagement
22:56   IT skills need to shift from technology-focused to business-focused
24:10   A look at threats and opportunities for IT in the Age of the Customer – listening is critical
because the customer is now in charge
26:00   Services are becoming more important, and the concepts of the service catalog and
service request management now include business services broadly – not just IT services
27:01  Technology changes no longer come in waves, but as an overlapping storm
28:57   Why service management initiatives fail
29:54   What is the latest big disruption?
30:35   Thoughts on creating a functioning Project Management Office (PMO)
31:45   IT value needs to be cost-effective and productive – without too many surprises
36:04   The Old Service Management vs. The New Service Management
37:23   Priorities to focus on for improving the customer experience (flexible, social and smart)
40:21   The next wave of the Industrial Revolution
42:09   How to engineer the customer experience to be enjoyable, useful and valuable
43:20   The three new faces of IT
47:50  More about systems of engagement – new engagement models
49:35   How to define “services” – and where to start the thought process about service design
52:54   Service is in the eye of the customer – how to reflect this in service catalogs and service portfolios
55:30   Case study on business service value – leveraging virtual reality to accelerate product testing
57:32   The importance of positioning “automation” as an opportunity rather than a threat
1:00:58   The three levels of automation
1:03:57   How to “turbocharge” IT service processes
1:06:42   Business technology trends that make turbocharging essential
1:07:54  Audience questions
1:10:19   How to work with “ABC” of corporate culture and behavior
1:14:42   How to make email service requests more effective – while still accommodating
user needs and wants
1:16:28   Wrapping up: IT as we know if is dead,  here’s what’s next – three key takeaways

Real-world customer success stories were again a major theme at this year’s event. Mark Klein and Michael Dyson of CareTech Solutions, a leading healthcare IT services provider, discussed how the Kinetic Data products help their company deliver outsourced IT help desk services to more than 100 customers and 200 hospitals across 33 states. Mark and Michael demonstrate how they used Kinetic Request to build advanced forms for distributed iPad terminals.

KEG 2013 Customer Story Highlights (CareTech) from Kinetic Data on Vimeo.

The conference also included in-depth sessions on Kinetic Data products, such as What’s New in Kinetic Task 3.0 and Lessons Learned from Successful Request Projects. All of the 2013 KEG presentations are now available (most sessions in both PowerPoint and video formats) on the Kinetic Community website.