Workspace Management ServiceDesk, Self-Service + Service Catalog User Services

Transcription

1 Workspace Management ServiceDesk, Self-Service + Service Catalog User Services

2 01 WHY 01 EMPOWERING IT TO EMPOWER THE USER

3 02 WHAT 02 USER SERVICES PAIN POINTS

4 02 WHAT SOLVING THE PAINS IN USER SERVICES Is my IT organization aligned with our business objectives? Are my services and support costs increasing? Reduce IT costs How can I compete to external providers? Are my end-users satisfied and productive? How is my relationship with my customers and employees? Improve end-user satisfaction Are my customers loyal? Do I have a service provisioning strategy? How do I enforce company policies? Improve service provisioning Do I offer quality services to my organization?

5 03 HOW 03 SERVICE CATALOG

6 03 HOW Service Catalog OFFER GREAT SERVICES 24 X 7 01 End-user Self-Service Portal for IT services 02 Customer oriented offering of services and bundles 03 Flexible and transparent request and approval processes 04 Automated technical service provisioning 05 IT portfolio management for audience-specific offerings 06 Integrated source-related cost allocation

7 03 HOW Service Catalog PRODUCT BENEFITS -70% Reduce up to 70% of your service provisioning costs -40% Reduce up to 40% of help desk calls through self service max Highest possible automation in approval and provisioning processes Automated and source-related allocation of service costs Low administration efforts due to lean and audit-proof processes happy Satisfied customers due to quick response times and automated processes High transparency in services and costs for suppliers and customers Professional image creation as a modern IT provider

8 03 HOW Service Catalog PROVIDE THE DYNAMIC WORKPLACE. INDIVIDUALLY. ON DEMAND.

9 03 HOW 03 SERVICE DESK

10 03 HOW Service Desk SUPPORT YOUR CUSTOMERS HELP ON DEMAND 01 Comprehensive incident, problem and change management 02 Automated problem resolution (restore / recover / reinstall) 03 Comprehensive Service Level Management 04 User friendly Self-Service Portal including knowledgebase 05 Customizable user interface, data model and processes 06 Smart integration into Service Catalog and Compliance

11 03 HOW Service Desk PRODUCT BENEFITS -30% Reduce up to 30% of your support operation costs min Faster resolution times improve your service quality max Align your IT with business objectives and with ITIL best practice Define, track and measure service levels and reduce escalations Monitor your support performance and streamline support processes happy Satisfied customers due to quick response and resolution times Users are well-informed (statuses, known-issues, planned maintenance) Higher user autonomy through customer-friendly self-service

12 03 HOW Service Desk SUPPORT THE DYNAMIC WORKPLACE. ANYTIME. ANYWHERE.

13 03 HOW 03 MOBILE APPS

14 04 HOW Mobile Apps SUPPORT YOUR CUSTOMERS HELP ON DEMAND 01 Comprehensive incident, problem and change management 02 Automated problem resolution (restore / recover / reinstall) 03 Comprehensive Service Level Management 04 User friendly Self-Service Portal including knowledgebase 05 Customizable user interface, data model and processes 06 Smart integration into Service Catalog and Compliance

15 04 HOW Service Desk PRODUCT BENEFITS -30% Reduce up to 30% of your support operation costs min Faster resolution times improve your service quality max Align your IT with business objectives and with ITIL best practice Define, track and measure service levels and reduce escalations Monitor your support performance and streamline support processes happy Satisfied customers due to quick response and resolution times Users are well-informed (statuses, known-issues, planned maintenance) Higher user autonomy through customer-friendly self-service

16 04 HOW Service Desk SUPPORT THE DYNAMIC WORKPLACE. ANYTIME. ANYWHERE.

17 M42MOBILE HD THE MATRIX42 IPAD APP IT SERVICE MANAGEMENT TO GO

18 CHALLENGES

19 CHALLENGES TOP CHALLENGES HOW TO SUPPLY MOBILE USERS WITH ACCESS TO THE SERVICE CATALOG AND SELF SERVICE?

20 CHALLENGES TOP CHALLENGES HOW TO INCREASE CUSTOMER SATISFACTION AND ANSWER DEMAND FOR IT CONSUMERIZATION?

21 CHALLENGES TOP CHALLENGES HOW TO PROVIDE SERVICE TECHNICIANS WITH ACCESS TO THEIR TICKETS WHEN THEY ARE OUT IN THE FIELD?

22 CHALLENGES TOP CHALLENGES HOW TO GRANT LINE MANAGERS MOBILE ACCESS TO SERVICE REQUESTS TO SPEED UP APPROVALS?

23 SOLUTION

24 SOLUTION MATRIX42 IPAD APP BENEFITS MANAGEMENT SERVICE DESK WORKER Enable BYOD and SaaS strategies Provide KPIs anytime, anywhere Approve service requests on the go See how the IT organization is performing Social Integration Inform users about issues, downtimes, maintenances Mobile incident management Mobile knowledge management Mobile service activity overviews Management by exception through dashboards Management Dashboards

25 SOLUTION MATRIX42 IPAD APP BENEFITS IT DEPARTMENT END USER Provide Service Catalog & IT support for end users Enable easy MDM enrollments Manage company RSS feeds, Twitter, and Facebook Adapt the app to company standards (Themes) Allow configuration via profile Enable IT personnel Single point to receive the latest company information Report incidents and interact with the service desk Access the company knowledge base Order IT services on your mobile device Access the company address book Social integration hub

26 SUMMARY

27 SUMMARY CUSTOMER BENEFITS INCREASED CUSTOMER SATISFACTION HIGH FLEXIBILITY AND MOBILITY FOR END-USERS DECREASED RUNTIMES FOR SERVICE APPROVALS HIGH MOBILITY FOR SERVICE TECHNICIANS EFFICIENT AND AGILE CORPORATE IT

28 03 HOW 03 WORKFLOW STUDIO

29 03 HOW Workflow Studio DESIGN AND AUTOMATE YOUR PROCESSES. EASY AND QUICK.

30 03 HOW 03 8 ITIL CERTIFIED PROCESSES

31 03 HOW ITIL Certified Processes Incident Management Problem Management Change Management Service Level Management Service Asset & Configuration Management Service Catalog Management Service Portfolio Management Request Fulfillment

32