Users supporting each other
Peer-to-peer support – harness ‘tribal’ knowledge to deliver better-connected customer experiences

Peer-to-peer support harnesses current trends in the behaviour of consumers, who prefer to ask their peers for help, rather than contacting technical support and waiting hours or days for a response. End-users will usually attempt to resolve their own issues first, then request help from peers, because advice is almost instant and comes from people that share a similar perspective and common language. Email and social channels are often used to discuss issues and suggest solutions without IT being involved or aware.

What your team can do to facilitate peer-to-peer support

Progressive IT groups are recognizing that peer-to-peer support can be an effective way to reduce the cost of support and increase the perception of IT value. By providing ‘official’ collaborative spaces and encouraging people to use them, service desk teams can participate in conversations, identify common issues, endorse user-proposed solutions, and where appropriate, move useful content to knowledge repositories that can be made available to other users.

If the community can’t solve an issue, it can easily be raised the service desk using established incident or service request processes. As the service desk makes progress, updates can be shared within the collaboration space to help users appreciate the benefits of making collaboration their first port of call for self-service.

It’s now possible to go a step beyond self-service, where users simply consume information provided by IT. With peer-to-peer support end-users can work together to solve problems and generate reusable information through collaboration with IT.

Shift the focus – from mundane to complex

Hornbill Service Manager enables the service delivery team to shift their focus from the mundane to more complex tasks and innovative projects that add greater value to the business.

The ability to adopt a collaborative approach to ITSM drives efficiency and cost reduction. Through the adoption of peer to peer support models, lower costs, faster resolution and the more efficient working practices, Service Desk teams can help deliver greater value and support increased business agility.

Benefits:
  •  Relieve the pressure on the service desk – by giving users an innovative method of securing support from their peers and co-workers
  •  Improve the customer experience - by providing faster resolutions using the collective knowledge of the team and pockets of expertise
  •  Customers only contact the service desk as a last resort. They find near-instant solutions in their own language, from people with the same perspective.
  •  Improve the customer experience, reduce costs and increase productivity simultaneously.
  •  Proactively embrace opportunities arising from the consumerization of IT, providing a better customer experience while still lowering cost and
  •  Embrace the BYOD culture – without a descent into anarchy.
  •  ITSM teams can participate in the conversations and take preemptive action where they spot an imminent problem.
  •  Devote more resources to efforts which grow the businesses and encourage innovation
  •  By utilizing informal engagement strategies as well as formal requirements capture processes IT is seen to be more proactive in supporting business needs.

Hornbill Service Manager enables the Service Delivery team to employ new innovative approaches to handle customer requirements more efficiently, at lower costs while still enhancing the customer experience.

This is achieved through the ability to use the federated knowledge that resides across our IT team and or user community and making it available to colleagues and peers to answer questions, resolve issues and utilize expertise quickly.

Benefits:
  •  We have a means to improve the customer experience, dramatically reduce costs and increase productivity simultaneously.
  •  We are able relieve the pressure off the service desk – by giving users an innovative method of securing support from colleagues. This ability to ‘shift left’ lowers the cost of support
  •  We are able to improve the customer experience - by providing faster resolutions using the collective knowledge of the team and pockets of expertise
  •  We are able to embrace the BYOD culture – without a descent into anarchy.
  •  We have the opportunity to devote more resources to more complex IT Operations initiatives and innovative projects which grow our business by harnessing and coupling the knowledge of both the user community (through peer-to-peer support) and the IT organization.