Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]
Artificial Intelligence on the service desk [Holly from RedDwarf]
Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week.

That’s an important milestone in the meteoric use of mobile.

Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily reflective of enterprise IT – but we all know, since the introduction of the blackberry, iPad and then current smart phones, of the increasing business demands for mobile.

Will your service work on mobile devices? Will it provide a frictionless consumer-like experience, Does it matter who owns the device? And so on.

It doesn’t matter that we’re not delivering consumer services and that we might be delivering services in heavily regulated industries with back-breaking governance hoops to jump through – the demand for mobility and flexibility continue unabated.

Mobility promises the ability to avoid speaking to pesky humans, get things done, keep track and unlock me from the constraints of a physical office.

Avoiding speaking to people is an important point: In terms of human interaction it’s a case of quality over quantity. When I do (occasionally) speak with a human – I want a great customer focussed experience. You’ve only got to look at the growth (or is it a return?) of IT concierge desks resourced with IT staff especially selected for their more extrovert nature to witness this.

The premise: automate as much as possible, help the customer help themselves, if they do need to speak to us, make it a great experience (which doesn’t necessarily mean fixing everything).

With this in mind it has been great to see traditional ITSM providers innovating with mobile.

The future is here, just unevenly distributed

The terms artificial intelligence and augmented reality go hand-in-hand with the Jetsons, self driving cars and the fridge that knows to order more beer and lettuce. But look carefully, and it’s slowly permeating everywhere, including the humble service desk.

Smart-phone owners might be familiar with Apple’s SIRI, Google’s Voice Search or Microsoft’s Cortana as a personal navigator (Voice recognition to intelligent search / actions).  Similarly consumers might be familiar with Word Lens (Image to language translation) or Evernote (handwriting to textual search).

SnapIT from LANDESK promises smartphone image capture to knowledge base lookup. Sharing screenshots or remote sharing with end user customers to identify issues is a staple of the service desk toolkit – but what about cutting out the middle-man and connecting customers directly with help by snapping a picture of the issue on a mobile device?

Direct link to Video

LANDESK have offered this new capability with no extra charge to existing customers. It’s available via iOS, Android or simply via a browser.

I look forward to seeing this and other innovation at the ITSM show next month, we’ll be on stand 723 collecting customer reviews for TOOLSADVISOR.net (think trip advisor meets itsm tools). Come and say hi!

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itSMF UK Conference and Exhibition 2013

itsmfuk
Last year’s conference

We are excited to announce that we will be the Headline Media Partner for this years itSMF UK Conference and Exhibition 2013 (ITSM13)!

This news is not only exciting for us, but also potentially for you, as we will soon be launching a competition to give one lucky reader the opportunity to win a free ticket (networking, awards dinner and all) courtesy of our partnership with itSMF UK. Stay tuned for more information…

The event, which brings together 1000 ITSM professionals in six tracks of educational presentations, interactive sessions and case studies, will kick off on Sunday evening, November 3rd at 6.30pm with a pre-conference networking event.  This will be the perfect opportunity to catch up with old friends and make new business acquaintances before the full conference begins.

ITSM13 offers:

  • 2 full days of networking with global, ITSM industry experts, practitioners, educators, vendors and consultants
  • Over 50 educational presentations, delivered by experienced users, consultants and subject specialists in all areas of service management
  • ITSM Exhibition, showcasing the latest products and services from around 50 service management software, training and consultancy organisations
  • The prestigious annual awards dinner, where the greatest achievements in service management are highlighted and rewarded. Awards will be presented for best project, innovation, submission, team, volunteer contributor, trainer, student, as well as the famous Paul Rappaport lifetime achievement award.

ITSM13 will also be the launch pad for The Big Four Agenda for 2014, a renewed focus by itSMF UK on the issues facing IT leaders today and in the future. This initiative represents the culmination of six months’ work from a broad range of member organisations and individuals, highlighting the four key areas that are at the forefront of IT leaders’ minds and, more specifically, the ways that service management can provide solutions to these issues.

itSMF UK have also launched a new ITSM13 app on iOS and Android app dedicated to this years conference. Download it to keep on top of conference news, to check out the event schedule, see who is exhibiting, and more.

If you would like to schedule a catch up and/or one-on-one meeting with us at the conference please email me. We are interested in hearing from all attendees whether you are a vendor, end-user, consultant or other!

We hope to see you there!


Event Summary

WHAT

itSMF UK Conference and Exhibition 2013 (ITSM13)

WHERE

International Convention Centre, Birmingham

WHEN

Monday 4th – Tuesday 5th November (with pre-event networking on Sunday 3rd)

BOOKING

Early booking rates and other information