2017 FORRESTER REPRODUCTION PROHIBITED WEBINAR Enterprise Service Management

WEBINAR Enterprise Service Management: The New System Of Engagement Charles Betz, Principal Analyst October

We work with business and technology leaders to develop customer-obsessed strategies that drive growth.

Outline › Importance of employee experience in the age of the customer › Knowledge work and flow › The internal services problem › Enterprise service management to the rescue? › The digital pipeline › The ESM capability © 2017 FORRESTER. REPRODUCTION PROHIBITED. 4

Business leaders prioritize growth and customer experience improvement Base: 2, 326 global budget decision makers; Source: Forrester Data Global Business Technographics® Budgets Survey, 2016 © 2017 FORRESTER. REPRODUCTION PROHIBITED. 5

Is there a link between being happy at work, customer experience, and sustained financial

Behind every customer touchpoint there is a technology story Customer journey © 2017 FORRESTER.

The factors that lead to positive customer and employee experience Source: Use Customer Experience Insights To Unshackle Employee Potential Forrester report © 2017 FORRESTER. REPRODUCTION PROHIBITED. 8

The nature of work is changing. . . © 2017 FORRESTER. REPRODUCTION PROHIBITED. 9

Knowledge work dominates economies “Growth in knowledge-intensive goods* is 1. 3 x as fast as in laborintensive goods — $12. 6 T. ” *Includes goods and activities that have a high R&D component or utilize highly skilled labor. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 10

So what does knowledge work require? © 2017 FORRESTER. REPRODUCTION PROHIBITED. 11

Flow versus task complexity Source: Workforce Enablement Defined: Elevate Productivity And Engagement Forrester report

Flow is the highest state of human performance — 127% higher productivity. © 2017

Factoids › Modern office is a hot mess of distractions. › Interruptions displace more-challenging, valuable work. › Off-task meetings ravage the brain. › Anxiousness makes employees less able to handle change. › Policies interrupt flow. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 14

Your technology is killing flow Source: Workforce Enablement Defined: Elevate Productivity And Engagement Forrester

Ticket volumes are increasing Ø 57% of support organizations saw an increase in ticket volumes from 2015 to 2016. Ø 10% of support organizations saw this number decrease over the same span. © 2017 FORRESTER. REPRODUCTION PROHIBITED. 16

Onboarding example: SGI © 2017 FORRESTER. REPRODUCTION PROHIBITED. 17

And. . . the “Please go away” support “The current model of big company support is to throw undervalued, undertrained, underpowered human beings at perplexed customers, frustrating and disrespecting them enough that they shrug and give up. ” Seth Godin, author © 2017 FORRESTER. REPRODUCTION PROHIBITED. 18

Source: Workforce Enablement Defined: Elevate Productivity And Engagement Forrester report © 2017 FORRESTER. REPRODUCTION

How to enhance flow? Source: Build A Fitter ITSM Practice Forrester report © 2017

Most enterprises deliver internal services poorly © 2017 FORRESTER. REPRODUCTION PROHIBITED. 21

The digital service › Outcome › Act › System © 2017 FORRESTER. REPRODUCTION PROHIBITED.

The outcome © 2017 FORRESTER. REPRODUCTION PROHIBITED. 23

The act © 2017 FORRESTER. REPRODUCTION PROHIBITED. 24

The service system © 2017 FORRESTER. REPRODUCTION PROHIBITED. 25

People © 2017 FORRESTER. REPRODUCTION PROHIBITED. 26

Source: Forrester Data Global Business Technographics® Global Devices And Security Workforce Surveys, 2015 and

Employees value ease, access to knowledge, and speed Source: Forrester Data Business Technographics® Global Devices And Security Workforce Survey, 2014 and Forrester Data Global Business Technographics Devices And Security Workforce Surveys, 2015 and 2016 © 2017 FORRESTER. REPRODUCTION PROHIBITED. 28

Process © 2017 FORRESTER. REPRODUCTION PROHIBITED. 29

Technology © 2017 FORRESTER. REPRODUCTION PROHIBITED. 30

Enterprise service management? © 2017 FORRESTER. REPRODUCTION PROHIBITED. 31

Platform HR, facilities, and legal on ITSM capabilities? © 2017 FORRESTER. REPRODUCTION PROHIBITED. 32

Evolutionary, not revolutionary © 2017 FORRESTER. REPRODUCTION PROHIBITED. 33

HDI Research http: //www. thinkhdi. com/~/media/HDICorp/Files/Industry-Reports/state-of-todays-IT-2017. pdf © 2017 FORRESTER. REPRODUCTION PROHIBITED. 34

There’s a little bit of confusion because we “do HR, ” or we “do CSM” — but are we competitive with Workday or Salesforce? My perspective is no. Customers need all three platforms. And, customers need those platforms to work seamlessly. We’re great at workflows. We’re not the system of record for HR, we’re workflows. John Donahoe, Service. Now © 2017 FORRESTER. REPRODUCTION PROHIBITED. 35

The service app store combines aggregation, integration, and fulfillment Source: ESM: Elevate Service Value Beyond The Technology Organization Forrester report © 2017 FORRESTER. REPRODUCTION PROHIBITED. 36

ESM covers the entire digital pipeline Source: ESM: Elevate Service Value Beyond The Technology

As ITSM expands into ESM, it encroaches on BPM Source: ESM: Elevate Service Value

What got you here, won’t get you there © 2017 FORRESTER. REPRODUCTION PROHIBITED. 39

Conclusion › Employee experience drives customer experience. › Services mindset › ITSM expansion ›

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