The Connected Service Desk

August 13, 2013

Today’s customer expectations are higher than ever for what they expect from IT and their service desk. Do you have the necessary strategies and tools in place to meet those expectations? What can you do to move yourself closer to understanding your customers needs and become the leading service provider to the business? In this session, we will discuss what some of the key elements are to successfully planning, implementing and delivering a higher level of service for your customers. We’ll look at how platforms and technologies such as Service Catalogs, Voice Automation and Social Collaboration can help you extend your reach into the business. We’ll also discuss some of the key challenges facing IT departments and the Service Desk and what you can do to overcome those challenges.


Welcome, everyone, to today's BrightTALK event. Thank you to everyone for taking time out of your busy schedule to attend today's presentation where we will be discussing The "Connected" Service Desk.
My name is Jim Blayney, I'm the director of product marketing for HEAT Service Management Solutions here at FrontRange and will be your presenter today taking you through the presentation. We'd love to hear what you have to say and we'll take some time at the end of the presentation to take any questions that you may have. I'd also like to ask, if you have an opportunity, to go ahead and rate the content of the presentation. We'd like to know if we're actually hitting the mark with the content that we're presenting. So with that, let's go ahead and get started.
Okay, just a quick little background on FrontRange, if you haven't heard of us. We've been a leader in the help desk and service management market for well over 20 years. We are the only company in the world that provides, from a single platform, service management, client management software on-premise and in the cloud, and we have thousands of customers around the world using our applications every day and we are headquartered in Silicon Valley, California.
Okay, so for many IT organizations, it really comes down to feast or famine. Either the phone is ringing off the hook or it's quiet and, really, not for all the right reasons. So the question is what side of the fence do we want to be on? Do you want to be in control, proactively managing the service desk? Or, as this poor gentleman here on the left is doing, kind of living the service desk/help desk nightmare? So I think everyone would agree that I'd much rather be the guy on the right, smiling, than looking to pull my hair out, as that gentleman on the left.
So we definitely live in an interconnected world. Customers in different time zones, diverse customers from around the world, and again, that can mean, you know, different languages, multicultural. You may be supporting global offices from around the world and there you are, kind of really stuck in the middle, not really knowing how to either interact from a channel perspective and communication perspective. Even, you know, with the issues with languages and language barriers, there still has to be a connectedness to those customers and we need to figure that out, you need to figure that out, and that's essentially what we want to talk about today.
There are a number of IT challenges facing organizations every day compounding those issues, those multicultural, diverse issues, the globalness of companies around the world, but there are a number of other issues that are kind of compounding IT organizations to really be successful and it is really about higher expectations being placed on them. You know, users expect to be able to access systems regardless of device or platform. There are multiple deployment models these days, different customer types, multiple platforms that we are supporting. So technology is really kind of putting pressure on IT organizations to really perform and to perform at a higher level. And again, those expectations are also getting higher and the expectations of customers in the support that they receive are also being put upon the IT organizations to deliver and to deliver at a much higher level than in the past. So just a quick, you know, view of, you know, some of the pressures that are being put on IT organizations and I'm sure many of these probably resonate with you as you kind of go through these, whether it's SaaS applications, on-premise applications, and again, you know, looking at different types of platforms to support.
Also compounding some of those IT challenges is the concept of consumerization of IT. And this is a great quote, and I've used this slide before, because I think this really kind of really nails the consumerization of IT concept in a nutshell. And I'll just briefly kind of go through this. It's, "The injection of end-user expectations on instant gratification and agility together with device-and-mobility-led blurring of work-life activities... And the introduction of market-forces-led behaviors into individual and business unit decision-making around the consumption of IT services." And so what does that really distill into? What does that really mean? It means that the customer experience and expectations are now being blurred between work and home. And you may, in your own experience, either realize this on a day-to-day perspective. You may have better internet connectivity, a better working environment, a better machine, a better laptop, a desktop, wireless at home than, possibly, you do at work. So your expectations, the way that you want to interact with technology, is now being pushed, you know, to the point where what you do at home, you would consider you would have the same capabilities at work to actually be productive.
And again, you know, these lines are being blurred. There are a number of other issues that are compounding customers, end-users, those that kind of interact with technology both at work and in home, around concepts like BYOD. And bringing your own device, and whether that's a laptop or a tablet or a smartphone, whatever the case may be, your connectedness is important and you would expect the same time of type of connectedness in interaction either at home and/or at work.
So the typical help desk, you know, through limited channels, and there are many of help desks out there today that are exactly in this same position, you know. The typical help desk would be, or the interaction or channel would be to call the help desk, pick up the phone, call your friend Bob down at the help desk. Hopefully, he answers, if not, you're probably going to wind up either leaving a voicemail or you're going to just be on hold and you're going to get Bob. Second to that would be what are you gonna do? Log a ticket via self-service. That means you're probably going to go up to some SharePoint site, some intranet site, and log a ticket and hope for the best. If that's not going to solve the issue for you, what are you gonna probably do? Again, you're going to pick up the phone, call the help desk one more time. And, again, this is kind of a limited, you know, view of the help desk. Not to suggest that… There are many service desks, help desks, out there that have evolved over time, I'm sure there are many of you out there. But believe it or not, this is happening day in and day out and these limited interaction channels are, you know, constraining and actually a detriment, if you want to call it that, to solving issues and solving problems and getting customers the information that they need, the data they need, the help that they need to get up and running again. So we want to try to avoid this and we want to talk about how we can kind of extend and open up the channels to really start helping, you know, your customers, your end-users, with the problems that they have.
So we're gonna move on from this and talk about extending your reach and really understanding your customers. And many of you out there are probably supporting internal IT, providing internal IT support, but there are other service desks out there that kind of extend their reach and have a broader sense of customers. They could be, you know, supporting human resources, operations, facilities, participating in, you know, systems with application services, financial, whatever the case may be. So it really comes down to understanding your customers before we actually start talking about the channels to extend to those customers. As I mentioned previously, you know, with the diverse workplace that we live in today, you know, work in today around the world, not every company, not every department, not every location is going to require the same type of channel or channel communication, nor will they be ready for it. But there are a number of issues that you need to kind of consider, specifically around your customers and then the channels and interaction that you want to support with them. So we, you know, we want to kind of move IT out of the basement and getting a broader reach out there into the business. Again, we've all heard the concept of aligning IT to the business, it's really kind of reaching out to these other types of business functions to extend, you know, support for IT and the service desk.
All right, so before we continue on, I wanted to take a quick poll. And what I'm going to do is open this poll up right now. Hold on just a second, I'll get this. And so the question here is, "Does your service desk allow you to interact with them via your mobile device or smartphone for that matter?" And really, I mean, you could take it as a means by which, yes, of course, you could use your smartphone to call in. Of course, that's number one, but also, you know, can you send them an email and automatically log a ticket? Do you have access to any type of self-service application on your smartphone, on your mobile device? So what I'd like to do is just kind of take a quick poll of the audience and see what the response is here.
All right, so the votes are coming in. Appreciate everyone taking just a moment here. All right, looks like it's settling down here. It looks like 67% say no, there's no capability, they don't have any capability or ability to interact with the service desk through their mobile device/smartphone. Another 36% say yes. That's good. So, say, it's split about two-thirds say no and a third say yes. So that's a good kind of indicator. I think that pretty much holds true for most service desks out there that, you know, they're probably limited in terms of interaction channels with their service desk. So we definitely want to take a look at what maybe some of the options are to extend the reach of that service desk to provide, you know, better support. I'm gonna go ahead and stop the voting. I appreciate everyone taking a moment to go ahead and take that poll.
Okay, so let's talk about the new service desk and, you know, what types of technologies are making inroads today as the channels of communication are kind of broadening, you know, from a technology standpoint and what can we look forward to as, you know, new channels or different channels to support those customers, your customers, from the service desk? And of course, you know, there's the web, we know that. The internet's great, we, you know, we stand up self-service portals all the time. Whether they're used or not, that's a whole other discussion, another topic, and I think we'll probably cover that in the future. But mobile, obviously, is a new technology kind of advancing rapidly. We're gonna talk about that in a moment. Social is another concept and collaboration that I'll be speaking to. Chat has also, has made inroads, especially chat with regards to, you know, customer service, you know, especially with, you know, B2B businesses and being able to chat online and provide support. Twitter is another extension where I've seen some great inroads around Twitter support for the service desk and for customers and end-users. Blogs is another means of knowledge, if you will, of information for end-user access.
Also, you know, just the concept of, you know, self-service and a self-service portal, we also have to think about not only the ability to log tickets or log a request, but also to self-help yourself, you know, to resolve your own issues in using, you know, a self-service/self-help portal. After-hour support in terms of access to, you know, the web, being able to log tickets when you're away from your desk, and also the concept or, you know, using voice as a means of interaction or a new channel of interaction with the service desk is now kinda making inroads especially through, you know, IVRs and we use this technology every day. I'll talk a little bit more about that in just a moment. And I've already mentioned chat here, I've got it up here twice, but chat is important not only from an internal perspective, to be able to chat with your peers, you know, looking for answers to questions or problems internally, but also being able to chat with your end-users and customers, you know, asking for more information. So there are a number of different channels that we wanna talk about today.
So, with that being said, you know, the point here is that the service desk is now, you know, with some of these new technologies that are out there, have to start to adapt to accommodate, you know, younger customers, more adept, astute, technology savvy customers with evolving technology today. So these are just a few that are out there that are making inroads into the service desk and we're gonna talk about a few more of these in detail.
Before we get into the technology, I just wanted to step back and, you know, just kind of mention that we can't forget that the service desk is really the hub. And it's the hub, the orchestrator, and we can't, you know, shy away from the fact that we have to have, you know, a adaptable, viable help desk/service desk solution. And with that, you know, you obviously, you know, you need to take into account, you know, the processes that you have in place. You know, technology is not the silver bullet. It's an enabler, obviously. It's an enabler, but the service desk and your service desk solution have to be the hub of all things service management. And, again, I kinda come back to the orchestrator, but it's really, you know, the way that we want to orchestrate workflow, and that, again, that workflow is going to be input from the different technologies that we support out there. And, again, it could be mobile devices, it could be web self-service, it could be voice, it could be chat, it could be, you know, taking issues or requests in from Twitter, from email, it doesn't matter. The point here is that your service management solution, your service desk, is the hub, is the orchestrator, and we're gonna talk about that in a little bit more detail around the importance of it because it really is critical and underpins all the technologies that we're gonna talk about in today's session.
All right, so in this session, I thought we'd kind of focus in on four key capabilities that I think are important, that are inherent, that need to be looked at closely in terms of supporting these new channels of communication and I think these are kind of making inroads today. Some of you are probably already familiar with some of these, very familiar with these in terms of technologies. You may be looking to deploy a service catalog, maybe you already have a service catalog in place, but I do want to kind of reemphasize some of the key benefits here around some of these capabilities around collaboration, mobility, and voice. So that's kind of what I'd like to focus on in this particular session.
All right, quickly on mobility, and this is just kind of an eye-opener slide, if you will. And just looking at, you know, the sheer volume of mobile phones and mobile devices and how they are absolutely just kind of taking over in terms of, you know, the market itself and dominating the market and, really, this trend continues. And Gartner here says that, by 2013, mobile phones will overtake PCs as the most common web access device worldwide and, by 2015, over 80% of the handsets sold will be smartphones. So that is absolutely incredible. Not that, you know, PCs are going away. I think we use them in our daily lives pretty much every day, but just in terms of our access - and it could be for business or for pleasure - everyone, you know, pretty much has a smartphone, a mobile device to connect to and, you know, if it's just, you know, to be used, you know, for basic communication and/or, you know, for business, it doesn't matter. It is becoming pervasive and most everyone now carries around a mobile phone, so.
IDC, on the right-hand side here, says that worldwide IT spending is, I mean, just astronomical. "Will exceed $2.1 trillion, up from 5.7% in 2012, and that is the biggest driver of growth." The biggest driver there, in terms of spend, will be mobility. And so what that means is, you know, companies are having to get on board with a mobile strategy, supporting mobile devices, they're probably issuing mobile devices, they may be allowing for BYOD strategy. But in any case, the spend around that is really driving the market. And, you know, again, going back to the OS versus PC statistic that we just looked at, the metric we looked at, you can see here that, you know, mobile devices is really just taking hold and, again, IT spending is on the rise. So we, as a service desk, have to understand that, that we can't back down from it, mobile devices have penetrated into the business and we need to understand that, how we're going to manage that, and, hopefully, you have some form of strategy to support those devices. But what we wanna talk about specifically, really, will be, you know, how we actually utilize mobile as a channel of interaction.
So I talked a little bit about the BYOD deployment strategies and kind of what's happening here in the market, and you're probably seeing this and you're either talking about it, I'm sure IT departments are talking about it, maybe not quite at the service desk yet, I'm sure discussions have probably come up, but the reality here is that, and again, these statistics from Forrester here, 64% of enterprises in North America and Europe are focused on bolstering mobility support for employees, partners, and customers. And the point here is that it's really about access and providing, the business is providing better access to the information and the data that their employees need. And with that being said, if companies already have that strategy in place, I'm sure, from a service desk perspective, there will be some motivation for you, as service desk managers, IT directors, to facilitate, you know, the interaction, the channel of communication, being able to support those devices and really kind of extending the reach, if you will, of the service desk through those mobile devices. So, anyway, that's kind of what we want to talk about in this session.
All right, so what's so important about mobile devices and the service desk? And, really, it comes down to, again, from the service desk perspective, it's the ability to, you know, access and create, view, and update call and call tickets. So we know that, you know, not every service desk analyst really sits behind a desk all day. Some do, but some don't and some are out there in the field, some are mobile, some are remote. And with that, you know, having access to real-time information is critically important and enables, you know, either field technicians or those remote analysts to provide service from anywhere, anytime. Much lower costs in terms of not having to run out, either support someone in the field, run to the server room, run to a different department, run to a different building to support, you know, your customers, your end-users, and have to come back to your desk to log those tickets, you know, to resolve those issues, to update those, you know, those issues with notes, comments, journals, whatever the case may be, that can all be done, you know, through these mobile devices. And, of course, you know, it also allows you to improve response time. And, again, this is from the service desk. Albeit, you know, if you're in the field and there are issues in your area, again, being closer to the issue, closer to the customer, allows you to save time and, you know, again, kind of provide a higher level of service, you know, through access through your mobile device.
Now let's go ahead and flip that not only from the service desk perspective, but from, say, the end-user perspective. And being able to have, you know, a means by which I, as an end-user, have issues and I might not be in front of my desk, but I might be either locked out of my account, I'm trying to get access, you know, via VPN and I can't get in, so I use my mobile device there to either log an issue. Obviously, I could call the help desk, but if I had access, either through email, to either type out a quick email to the service desk and/or to log into a self-service application via my mobile device and log that issue, that would be fantastic. So, again, just looking at capabilities and benefits of mobility and the service desk and, really, how that kind of extends the reach, again, kind of one layer removed from that centralized help desk. So really giving, you know, the end-users and the service desk a broader reach of access.
Okay, so service and catalogs and I wanted to kind of just touch on this very quickly. These are great two quick cartoons here. "Someone calling themselves a customer says they want something called a service." Now that's a problem and we've probably seen this, we've probably run into this, you know, in years past. You know, I did a session a while back and, really, it came down to, you know, the customer and customer service and how that's actually truly driving the business. Not only, you know, the support from IT, but really driving the business and that top-down kind of pressure of delivering quality, quality service, service delivery is now kind of pervasive and has permeated the kind of the conversation around the service desk. And so, you know, as this cartoon illustrates on the right, "The bad news is, our customers hate us. The good news is, we have far fewer customers than we used to," to manage and support. Well, you know, where are those businesses today? I would assume, and I would probably suggest that they are probably out of business and probably performing poorly because they've got the wrong priorities here. It's not about, you know, not taking care of your customers. Really, the customer and customer service are now starting to drive the business and, again, that concept is really kind of being pushed all the way down to the service desk.
Now, who are great examples of, you know, companies that provide great service through what I would call a customer-facing service catalog? But it's all about giving the customer what they want when they want it so, you know, the shopper here - and again, I'm gonna kind of extrapolate this to, you know, a service desk - is that, you know, customers ask for services. They want to submit a request, and again, it could be anything, but in this particular case, they want to submit a request through their computer via email, on the phone, on a smartphone, and they have access now - again, these are great companies that exude a high level of customer service, it could be, Best Buy, Starbucks, whatever the case may be - but it's always about service. And, you know, you want to shop at 1:00 in the morning, 3:00 in the morning, that's fine. You want to shop for anything that you can think of, go to If you're looking for electronics, go to Best Buy, log in one time, submit your profile information, and they know who you are, they understand your history and they already know what you like, what you've shopped for in the past and can make suggestions for you. And, of course, you know, Starbucks, you can walk into any Starbucks, but you know what? You can even go online and order ahead and you can get your, you know, triple grande frappuccino with caramel and have that ready for you to pick up all through, you know, a storefront, a service catalog.
And the point here is that these companies, and there are other companies, have made it easy for the consumer, the end-user, to either get to their service catalog and request a service - and again, food, electronics, whatever the case may be - as the ultimate service. So these are great examples. And from a UI standpoint and from a workflow standpoint, if you have the opportunity to just step back and walk through some of these, you know, these giant companies, to just walk through their catalog, if you will, their shopping experience and take from that, you'll see that these guys are really serious about providing the highest level of customer service.
We've talked about aligning IT to the business and, you know, the pressures on the business, but, you know, this is another quote from Forrester but, "Service catalogs are the cornerstone of service delivery and automation, and really a starting point for any company interested in saving money and improving relationships with the business." And as I kind of looked back on, you know, one of the first slides around, you know, the globalization of companies around the world, the diverse cultures that we're trying to manage too and, you know, really, from a service desk perspective, if we can open up our eyes and extend the reach to the business, a service catalog is a great catalyst for that. It is a means by which, you know, we can stretch, we can move out into, you know, HR, facilities, whatever the case may be, any department, any functional area, and start providing services at a higher level through this service catalog. And, again, it is transformational and a service catalog is a great transformational step to really extending the reach, you know, to the business.
So there are two types of service catalogs out there and, again, it could be blended. If you're just starting out, you're probably thinking, "I need some means, some way for my end-users, employees, if you will, to submit requests." Absolutely, you know, pretty straightforward, simple. It's a business service catalog, very straightforward. Of course, you would want to make that an intuitive experience, you know, with a nice UI in front of it, all of that great stuff, but it's a pretty straightforward approach in terms of delivering services. You know, hopefully, you know, letting the end-users know, you know, your SLAs in terms of providing that service. But that is a business…what we would consider a business service catalog and it really is a business or an end-user/consumer view of the service catalog itself. And it tends to define more, you know, direct user access or request like, you know, password resets, you know, access to new hardware or software requests, things like that that are pretty straightforward, well-understood by consumers. And instead of them having to call the help desk, they can log in and request those services. Hopefully, you know, we'll know who they are and, as they log into the system, we'll know exactly, you know, what type of requests that they should have access to.
Now, on the other hand, a technical service catalog, you know, just to kind of differentiate here, is really know, it's not consumer-facing, it's really for internal-facing groups, you know, around, you know, data center, network security, things like that, setting up, you know, virtual environments. But again, it is a service catalog, it is a technical service catalog. And, you know, either one of these, really, you know, depending on the organization, is there to provide a service. And, again, when we talk about extending the reach of IT to the business, you know, this is just another means of extending or offering another channel to interact with your customers. And again, you know, thinking about moving away from everyone having to pick up the phone and call someone on the help desk, you know, some of this has, you know, some relevance to your IT maturity. And again, you know, not to, you know, try to eat the whole enchilada here, but if you're looking to just start off and work with, you know, your constituents, your customers, your end-users, and are kind of moving towards the service catalog for the first time, then, you know, looking at a business service catalog is probably the right approach. And then, as you kind of mature over time, taking a look at, you know, technical services and how you actually stand up those technical services and provide those services would probably be the next step in that process.
And as I mentioned, you know, nothing really helps extend the reach of the service desk more than that of a highly intuitive, well-used, self-service and service catalog portal. You know, the productivity benefits and efficiency benefits are immeasurable, you know, when they're done right. And it really does help alleviate, you know, the burden on IT allowing, you know, end-users, your customers, to self-help themselves, you know, hopefully through some knowledge interaction so that they can search a knowledge base, you know, for answers to their own questions or problems for them to actually resolve those problems on their own. And also, you know, to use a self-service portal to communicate with customers.
So, you know, I've talked about this in the past that, you know, your ability to market your self-service portal is almost as important as standing a self-service portal up. And what I mean by that is getting users to actually use the portal is the tricky part, is the hard part. Obviously, there can be mandates that you're not gonna take certain types of calls on the help desk and you can push all of those up to the service desk, that's great. But what you would hope to do and, you know, thinking about the carrot and the stick here, is to use the carrot in that the self-service portal is more of a place where end-users go to regularly not only to submit issues and requests, but also to get the latest information. It could be, you know, holiday schedules, it could be a way, a means to get the latest in terms of outages or changes that are occurring in business, but it's a way of just getting end-users to use that full-service portal more than just a place to submit requests.
Now, on the other hand, in terms of the service catalog, now that's a whole different enchilada, if you will, in terms of, you know, the type of interaction that you want for your end-users. So, obviously, through self-service, you can templatize a lot of what we would consider quick calls. You know, if you needed some password reset or something like that, you could, obviously, have those templatized, which you would hope to do, obviously, to deflect, you know, those specific calls. We'll talk about that in a moment in a little bit more detail. But the reality here is that, you know, through self-service and service catalogs, you've got an interface that really is, kind of going back to Amazon, you know, Starbucks, and Best Buy where, you know, end-users require services and we know that. There's not probably one employee out there today that hasn't either called the help desk and said, "Hey, I need this," or, you know, "This application is broken," or, "By the way, can I get, you know, Microsoft PowerPoint?" or, "Can I get the latest, you know, greatest application installed on my machine?" So those requests are going to come in. 
With that being said, you want to have that storefront look and feel where customers can come in, feel invited, it's intuitive, easily searchable, and it allows them to service themselves, again, 24 by 7. It may be after hours, it may be midnight, they may be on the road, they may be in a hotel, but they have access to the service catalog and self-service portal to self-help themselves and to request those services that they need. So I can't emphasize that enough that, you know, having a strong interactive solution is critical to the success of the service desk actually being able to, you know, push, if you will, so gently, end-users/customers to using the self-service portal and service catalog. So it's critically important that, you know, you spend some time on a good-looking and effective self-service/service catalog portal.
Okay, third here is voice and what I call the voice of reason. And voice as a channel of reason, meaning you can receive and input information quickly and effectively, really, without having to actually speak to someone, okay. And that someone is a very expensive resource, we all know that. You know, bodies are limited, bodies are expensive. To have that kind of human interaction is, well, I don't want to say it's becoming cost-prohibitive, but it is costly and we know that it is the highest costing resource, you know, for the business. And so another means, really, to, you know, interact with customers is through voice and through IVRs and bringing them in through voice. And, again, I want to step back that, you know, voice, in terms of interaction, this slide on…this graphic on the bottom here is not about, you know, just having people come in through an IVR and, you know, doing the ubiquitous screen pop, but it's really about interaction and self-help and voice automation. So I'd like to talk a little bit about that and kind of what that means.
Okay. So, you know, key features and capability in terms of voice interaction. When we talk about voice, probably one of the most, boy, one of the most cost-engaging aspects of using voice is really this agentless password reset. And what I mean by that is I can't tell you how many customers, and again, from a FrontRange perspective, that we talk to, really talk about the issues that they still have, thousands of password reset calls, you know, weekly, monthly, daily, it doesn't matter, that, you know, these issues are still ongoing and IT departments have yet to figure out, you know, how to offload this from the service desk. So one of the key capabilities here is really to, you know, kind of offload that particular type of request and push that, you know, through a voice interaction channel, you know, using an IVR system. And we'll talk about that in just a moment. 
Also, you know, self-help, being able to, you know, browse, you know, through the IVR if you've got specific issues, being able to broadcast, you know, or announce, if you will, if there are any outages. And again, this almost mirrors, if you will, web self-service, but yeah, we're doing this through voice. And I think that one of the key takeaways here is that, as much talk in the industry of, you know, servicing customers via the web, our customers, and again, many customers I should say, really see about 70% of their interactions are still through, you know, live communication over the phone or in person. And again, you know, we're here to talk about, you know, new channels to deflect some of those and reduce that number, again, lessen the burden on that, you know, that human interaction, that highly expensive human interaction with the service desk. And so that's really where we, you know, want to emphasize this new channel, or not new, but a new channel for many of us where we can actually start driving some self-service and self-help through our voice automation tools.
And again, you know, this is not about removing, you know, your... And there are many solutions out there. It's not about removing your current Avaya system or your Cisco phones, you know, that the company has spent millions of dollars on. It's really about plugging in and allowing the service desk to manage this type of voice automation on their own and, you know, not having to go to the telephony guys to do any of this. It's really about extending your service management solution and providing another channel of interaction for your customers. And, again, can't speak to this enough, but it is hugely beneficial.
And, again, some of the key capabilities and benefits here. Again, I mentioned agentless password, you know, call deflection and being able to broadcast problems of the day. If a customer calls in and they've got an issue, you probably want to present them with a few problems that could be occurring in either their building or, you know, within the company, and if their problem is that of the same problem that is in the IVR, they can go ahead and, you know, select that problem and their issue gets logged and associated to that problem. And, you know, once that issue is resolved, then a broadcast message gets sent out through the phone system again. And, again, all this is, you know, without any interaction with or through the service desk and, again, that very expensive human interaction, if you will.
So, again, change approval is another key capability, you know, through voice. So rather than having to go to CAD [SP] meetings physically or if there are emergency changes, you can actually approve changes through voice just as another extension, if you will, so that, you know, your end-users don't have to speak to someone, you know, that expensive resource, and being able to do this through voice.
I spoke a little bit about the password reset, just a quick slide here. You know, nearly 30% of incidents relate to password reset, you can see this. I don't know if this is, you know, already familiar to you in terms of the number of password resets that you have to manage and/or maybe you are one of the folks out there that actually called in with a password reset. But you can just see that, you know, through a voice automation system, you can offload that particular type of issue, which is, you know, taking up the time of the service desk from actually, you know, pursuing more, higher, you know, or more important issues of the day. So just a simple workflow to take a look at.
Okay, so in terms of self-service, you know, self-service can affect your business in two ways, reducing the cost and offloading those repetitive tasks, you know, that we were talking about, password reset being one of them. And then integration and utilizing some of the, you know, integration capabilities, you know, and bringing those into the fold, into the service desk, to help automate some of those key requests.
Collaboration. I just wanted to touch on collaboration and kind of understand what collaboration really is. And really it's to work jointly with others and together, especially in an intellectual endeavor. And, again, that's a true definition from the dictionary, from Merriam-Webster dictionary. But really it's about collaborating in many ways. It's collaborating, you know, with your peer groups, it's collaborating with customers. We've heard the term, you know, crowdsourcing and, you know, what that brings to the table is, you know, a number of people trying to work together to solve a common problem or answer questions. And so collaboration has actually penetrated, you know, into the service desk as a means of, you know, kind of communication, again, between peers, between service desk analysts, between the service desk analyst and customers, as a way to kind of source, I would say crowdsource, that particular issue, question, or problem that the person is having. So it really is a way to unite employees, partners, customers, and really have a collaborative experience in terms of, you know, trying to solve issues.
And the way that kind of plays itself out, in terms of the service desk, is through social service management and, again, kind of fostering that peer-to-peer support. You know, being able to notify users about some services that are either impacted and being able to have a discussion, if you will. It's not as though you're logging tickets right away when someone asks a question, but it is a way to bring teams in to collaborate and really to kind of manage that interaction. Now, obviously, once you've, you know, either solved the problem, solved the issue, you've come to a conclusion, yes, you can use this information, again, as either the basis for knowledge or the basis to link to a ticket or to a request, whatever the case may be. Maybe even to use that for problem management at a later time, to do your root cause analysis. But it is a way to capture the collaboration that kind of was underpinning, if you will, this process to determine what a particular issue or response or resolution was to a particular issue from the group.
And, again, you know, we're talking about collaboration. We do this today, we collaborate on Facebook, we collaborate on Twitter, we crowdsource, you know. It is a new kind of technology, if you will, a new medium, a new channel that we are introducing, you know, for the service desk. And, you know, there are a number of solutions out there, you know, Yammer is one example or, you know, there are other solutions out there, but integrating chat and collaboration into the service desk is something that you should look at as a means to better serve your customers.
And there are a number of, you know, multi-channel business drivers here, and cost is obviously one of them and it's something that you need to take a hard look at. But you can see here, just the expense of, you know, that kind of walk-up support, the phone support, you can see here that this really does add up to an enormous amount of money over time where, you know, the heavily burdened cost here is going to be very expensive. So you have to start extending your channels of interaction with your customers. And, again, looking at, you know, different means of doing that and offloading those how-to, password reset type questions is going to save time and money and will give you the basis to, you know, maybe talk to your managers on, you know, implementing some new technologies.
Some sample savings. Again, if you look at simple requests that would take a day, back to those fully burdened rates. You know, if you were to offload, you know, X number of these over, you know, again, typically over the course of a week, over a month, those hours add up to days, which adds up to an enormous amount of money, so keep that in mind. And there are number of ways to calculate this through fully burdened rates and time spent and things like that, but just to give you an idea of, you know, the type of money that, you know, you could be saving from the service desk.
And some very quick metrics in terms of, you know, what you should be looking at in terms of improvement, you know, to the service desk. You know, the number of repeated incidents, the number of escalations, the number of incidents that you should be measuring as you introduce these new technology channels, these interaction channels, and how you can actually see those KPIs actually start to diminish and go down.
So with that, you know, I think, you know, we've spent a little bit of time here, and before I actually get kicked out here, I just wanted to say that it really comes down to end-users, to the staff and management, to getting the information into the right hands of the people. And then I can't emphasize this enough that it's about people, process, and technology in terms of introducing these new channels of communication. I'd love...