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The Help Desk is Dead. Now Go Re-invent Yourself.

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The Help Desk is Dead. Now Go Re-invent Yourself. My slides from the Atlanta ServiceNow User Group. June 18, 2013.

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The Help Desk Is Dead, Go Re-invent Yourself June 2013 Atlanta ServiceNow User Group Dan Turchin ServiceNow | Sr. Director Product Management
The Help Desk is Dead 1. How’s the world changing? 2. What are the cultural implications of mobile and social? 3. What technology trends are driving IT innovation? 4. How do I remain relevant in the next decade?
So who’s the short, nerdy dude?
“By 2017 the CMO will spend more on IT than the CIO.” Laura McClellan Gartner Research
Are You Ready?
But first…
Millennials in the workplace Millennials… 1. Have never used a land line, fax machine, or dial-up modem 2. Get answers online, often on social networks 3. Use a personal mobile device for business 4. Don’t work in an office 5. Don’t compartmentalize work and life
Want to stay relevant? Service Delivery Service Automation Reactive Proactive Tactical Strategic Obstacle Enabler “The best way out is always through.” -Robert Frost
Case study #1: Facebook
Case study #2: Google
Case study #3: Omnicare
Case study #4: ALJ
The world in 2021
What’s ahead? Consumerization Gamification Personalization Machine learning Sensor networks Singularity
Technological singularity
Create a culture of innovation Reward good ideas. • Gamify your KPIs. • Start a hack-a-thon. Re-think your workspace. • Create ad hoc meeting spaces. • Paint the walls. Cultivate a bias for action. • Produce something every two weeks. • Don’t let great be the enemy of good. Be the new IT. • Trust unproven talent. • Be a catalyst. Not a reactant.
Three great reads
“Everything you can imagine is real.” -Pablo Picasso Dan Turchin Sr. Director Product Management e: dan.turchin@servicenow.com p: (408)899-3954 m: (650)533-0918
© 2013 ServiceNow All Rights Reserved San Francisco, CA • Moscone Center • April 27-May 1
Backup
The new IT Communication. Collaboration. Agility.
What Does It Mean To Have A Service-Driven Culture?
Why Shift? Reduce • Expenses • Downtime • Risk Improve • Visibility • Customer satisfaction • Profitability
Plan Your Strategy Consolidate your app portfolio. Empower employees with self- service. Automate key processes. Drive cultural awareness.

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