THE PREMIER INTEGRATED IT SERVICE MANAGEMENT TOOL

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1 By choosing 2 ENTERPRISE, you become more competitive by investing time and energy on what really matters, your business. THE PREMIER INTEGRATED IT SERVIE MANAGEMENT TOOL 2 ENTERPRISE is the premier ITSM Tool from the professionals at 2. With more than a decade of experience in IT service desk software and support industry and based on ITIL good practices, 2 ENTERPRISE enables organizations to streamline IT processes with increased flexibility. The experts at 2 have spent years working with numerous IT service desk software programs, so 2 ENTERPRISE was developed for the everyday reality. 2 EN- TERPRISE enables you to centralize all kinds of requests (incidents, queries, knowledge), to follow up, to manage an ensemble of linked tasks, and to automate their management in a few clicks. 2 ENTERPRISE offers a wide array of services to maximize the efficiency of your support activity. With flexible customizable modules, your business processes and functions will have a custom fit with 2 ENTERPRISE. Some of our modules include: automation of complex processes, gathering and analysis, an entirely customizable web portal for request submission, remote administration and access to the solution, autonomous discovery and inventory of IT assets, interactive satisfaction surveys, and more. 2 ENTERPRISE is the IT service desk software that will allow you to increase the satisfaction and job performance for your IT and support teams. 2 ENTERPRISE centralizes services with one IT service desk software product that will quickly help your business reach an unmatched level of customer service. Trace requests from start to finish by tracking information about the user, request history, tasks to be completed, levels of service priority and any information relevant to the follow-up of requests. Automate follow-up and processing of recurrent tasks by using the automatic creation of requests and batch processing, and by adopting intervention templates for your support teams. Demonstrate your value to your organization by creating request templates fitting the processes determined by the organization, or immediately adopt the IT service desk software industry good practices. Reinforce IT coherence by consulting real-time information and asset management to keep a global mastery over your resources. FUNTIONALITIES Grouping and filters to visualize and efficiently allocate resources and requests, while integrating different data from your IT environment ustomizable system map of your entire IT assets for an up-to-date, real-time inventory tags to communicate and extract key information automatically Batch processing to efficiently manage a large volume of requests and allow your support teams to focus on priority issues Shared knowledge base between your support teams with the use of requests for information Exportable statistical data to create reports that meet the expectancies of managers and to allow your support teams to be proactive in their activity Integration of directory services for a fast implementation into your organization s IT environment 1

2 THE USTOM OUNTER INTERNAL LIENT Offer the efficiency of the 2 ENTERPRISE SOLUTION to all your support activities ONLINE SUPPORT SERVIE ONLINE SUPPORT SERVIE EXTERNAL LIENT 2 WEBLIENT provides you with a portal for request submission as well as a direct help with personalized documentation 2 WEBLIENT offers the ability to the client, through a modern portal, to submit a request from any terminal equipped with internet access. ustomizable, it integrates into our IT service desk software as an always-open access point for an unlimited number of clients. Whether it be a company s IT support or customer service for commercial activities, 2 WEBLIENT is a must-have tool to reduce the flow of calls to a customer service department, which frees up staff and resources. A resource center for every user, 2 WEBLIENT provides relevant documentation for each request, whether an FAQ section, user manual or operating process information. An event log keeps track, for the client and the resource, of every request - processed and pending. With the assistance of other modules, 2 WEBLIENT is able to gather precise data input by the user, to trigger actions at the submission of the request, or to integrate the portal into another environment within the company. reating an operational service center Accessible at any time, 2 WEBLIENT is the customer-oriented extension of 2 EN- TERPRISE, striving to increase both integration and availability of your customer service. Listening to users Integrating easily into a business environment, 2 WEBLIENT has been designed so to minimize processing delays and to offer a custom response. Documents database To stop wasting time answering frequent and repetitive requests, you can offer universal solutions to common problems and focus on more complex issues. 2

3 YOUR PRIVATE SaaS FOR REMOTE OPERATIONS Access 2 WEBRESOURE from any terminal equipped with a web browser. 2 WEBRESOURE enables you to use 2 ENTERPRISE suite in the same way you would on a workstation With 2 WEBRESOURE you can access the 2 ENTERPRISE solution from any terminal equipped with internet access to reach your IT service desk software. Useful to remote teams, as well as providing your customer support with better reactivity, 2 WEBRESOURE provides the main incident management functions in a simple and ergonomic interface. Highly secure, 2 WEBRESOURE does away with the need to expose terminals outside your organization s network. 2 WEBRESOURE allows you to avoid support and installation of the 2 EN- TERPRISE suite on non-critical terminals and offers more flexibility to your support team. Resources can have quick access to the management of requests and tasks, clients handling, client history browsing, doing quick searches and looking up into the documentation, generating reports and managing inventory. Security is also a major asset of 2 ENTERPRISE and 2 WEBRESOURE. To avoid exposing your organization s sensitive information, access and communication with 2 WEBRESOURE is done securely, with strong authentication mechanisms. The advantages of a private SaaS Whatever their equipment and localization may be, your support teams can use the whole 2 ENTERPRISE suite. Security : a major asset to avoid exposing your organization s sensitive information, access and communication with 2 WEBRESOURE is done securely, with strong authentication mechanisms. 3

4 THE EFFIIENT MESSENGER As soon as an is sent to support, 2 INTERMAIL filters its content and transmits key information to the database 2 INTERMAIL then creates a request or updates it and sends a return receipt to the client 2 INTERMAIL is the component of 2 ENTERPRISE and our IT service desk software that allows you and your staff to automatically process the reception of s addressed to your support department. This component is able to extract key information while correlating it with the user s previous request, and detecting the presence of content tokens in the mail s body. 2 INTERMAIL automatically sends a return receipt to the requester along with useful information pertaining to the follow-up to the request through the IT service desk software. The request is then integrated to the worker process set up in 2 ENTERPRISE. No request or message will be unanswered when you use 2 INTERMAIL. Your staff and resources will be able to more efficiently process a much higher volume of requests by letting the solution deal with routine tasks. The 2 INTERATION module also provides you with new synergies, as every mail can interact with the whole 2 EN- TERPRISE solution. 2 INTERMAIL also aims to be a mobile companion as it will allow mobile terminal users to benefit from customer support whenever and wherever they need to. Quality Service Offering a simple, widespread Quality Service means to optimize your IT service desk software and reach your customers and automate processing to increase the quality of service. Data granularity The follow-up and management of templates allows for several levels of information, from client to supervisor and the resources in-between. Filter unwanted s Exclusion list management prevents the flooding of your support department s inbox with undesirable s and frees your support teams from this tedious task. 4

5 THE INTELLIGENT OMPANION TO WINNING PROESSES When a preset condition is met, 2 INTERATION takes charge of processing Following a predefined scenario, 2 INTERATION reacts according to the condition s status and triggers the execution of one or several actions 2 INTERATION makes your IT service desk software manage and automate requests, from the moment it s submitted to processing to resolution and follow up. The software respects scenarios you ve created and customized, which means you can add conditions, actions for conditions, allocate resources to these actions and describe their tasks. 2 INTERATION ensures that tasks are completed with optimal efficiency and increased functionality. 2 INTERATION is the quintessential productivity module. Thanks to its intuitive tree diagram, 2 INTERATION lets you build complex scenarios while guaranteeing an optimal legibility for your IT service desk software. With 2 INTERATION, you can automatically address s to resources linked to a request (clients, providers, employees, administrators...), and also assign requests to new resources, modify their status or raise their priority. 2 INTERATION is the way to automate almost every action in 2 ENTERPRISE, while also allowing you to anticipate crisis situations by being the first to launch an action as soon as an incident is flagged, thus letting support teams concentrate on problem solving rather than dealing with your IT service desk software. Rationalize your business process You arrange your priorities and service level agreements with simplicity, 2 IN- TERATION is able to interact with the whole 2 ENTERPRISE suite so as to offer maximum efficiency to your support department. Maximize satisfaction By automatically allocating resources to the resolution of critical requests, you can offer the best of services to your clientele. Manage Flexibility Your human resources can t always be available, 2 INTERATION instead anticipates and manages your teams time while respecting your planning. Limitless functionality Keeping an eye on service contracts, welcoming a new co-worker... In any case, using 2 INTERATION will allow you to create reliable processes. 5

6 JUSTIFY IT DEPARTMENT AND SERVIE DESK EXPENDITURES Going further than the usual service catalog offerings, 2 ATALOG will actually help with the Portfolio, Service Level Agreement, Demand, Finance management and Request Fulfillment of your IT department or any part of your organization. The 2 ATALOG means your IT department including the service desk will have the tools they need to accomplish tasks, respond to requests and provide customer service. When it comes to justifying your IT department costs, 2 ATALOG also allows you to assign revenue or costs to each service and resource as well as linking to your configuration items. This will empower your IT department as you can provide reports on expenditures and the revenue generated and saved by your team. You will easily be able to justify IT department and service desk expenditures by assigning a cost (and effort) to each job. Each intervention has an effort and cost that is saved by using your inhouse department. The true cost of a given expenditure can be spread across the cost of the intervention and management will be able to see when the expense actually becomes an opportunity for profit with the department. An effective way to understand and manage the definition, costs and structure of your service delivery chain. Perfect management tool for any organization that wishes to improve management of their services. 6

7 INFORMATION AND SATISFATION QUESTION 1 Are you using... QUESTION 1 Are you satisfied with... 2 PROFILER offers useful functionality in the management of customer relations and incident processing thanks to its interactive surveys 2 PROFILER enables you to generate user feedback and thus produce statistics on customer service quality a module of communication between users and customer ser- As vice, 2 PROFILER allows you to setup interactive polls to make a precise diagnostic or inquire about client satisfaction after an intervention. Fully customizable, these polls can be deployed over the whole service center or specifically sent to the client. For example, on a call to customer service, it enables you to audit a request so as to direct it toward the right resource or raise its priority. Moreover, it helps your support teams to be rigorous in their respect of your business or client management processes. After the resolution of a request, 2 PROFILER enables you to ask about a customer s opinion so as to adapt incident management processes or set prospective paths towards the improvement of customer service. You can also use 2 WEBLIENT in compliment to 2 PROFILER to have the user benefit from these surveys directly from his terminal. Able to intervene at several points in your request management process, 2 PROFILER bolsters the flexibility of your customer service. You ll be able to spare your support department from repetitive questions and tedious processes, and your service agents will then be more available to resolve incidents. Your communication agent Spare your support department from repetitive questions and tedious processes, and your service agents will then be more available to resolve incidents. 7

8 MAXIMIZE INTEGRATION OF YOUR IT SYSTEM 2 SDK feeds the 2 ENTERPRISE database with external web data services Your service desk is powered by all your business processes. Deploy new synergies by integrating the organization s entire information system 2 SDK is the true resource center of the 2 products. 2 SDK provides all your web services with the possibility to interact with 2 ENTERPRISE. 2 SDK for example can help you find out how to integrate your HR system into 2 EN- TERPRISE, migrate data from your RM template without breaking data templates, and even unify departments and processes into a single streamlined process. If you have a question about the capabilities of your 2 system, 2 SDK will have the answer. With 2 SDK, different IT systems within your organization that have never been able to communicate with each other will now be able to be integrated. IT departments and service desks will run more efficiently and have centralized data. 2 SDK also increases the security of your systems by integrating all of your web systems while eliminating the need to expose your database outside of your organizational network. 2 SDK will make your systems, processes and team members more efficient and more productive by fully integrating systems across your organization. Integrated business processes Are you using different IT systems within your organization? 2 SDK lets them communicate and centralizes their data. Bolstered security Thanks to 2 SDK you no longer need to expose your database outside your organization s network to integrate all your web services. 8

9 ALL YOUR IT ASSETS AT A GLANE Dedicated to IT departments, 2 AS- SET enables the discovery and complete inventory of your organization s IT assets through your IT service desk software. Displaying the precise characteristics of each and every workstation or compatible hardware, it enriches the 2 ENTERPRISE suite with information crucial to the management of incidents and issues linked to your computer systems. Automated, it allows you to retrieve at regular intervals a workstation s profile, model, as well as operating system, installed updates and in-use software. It also lets you integrate custom elements, or data coming from the 2 ENTERPRISE suite like a history of requests linked to the workstation or one of its components, or the maintenance log. 2 ASSETs allow you to keep a watchful eye on your assets. Up-to-date information about every component of your IT assets, and management of maintenance or replacement operations is available on your IT service desk software at the flick of a switch. You ll also have full control over your environment and can rationalize operating and upgrading costs. A watchful eye over your assets Up-to-date information about every component of your IT assets, and management of maintenance or replacement operations at the flick of a switch. ABOUT 2 2 s ability to deliver outstanding results has attracted hundreds of clients, including a who s who of top brands and world-class IT managers across many industries from retail, gaming, and insurance to financial services, health, education and business to business. We work side by side with our clients to help them develop relevant, effective, IT Service Management (ITSM) Solutions. ontact us to learn more about our Service Desk and Service atalog Solutions. NORTH AMERIA HEADQUARTERS ANADA and U.S. toll free: , INFO@2ENTERPRISE.OM opyright 2012 All rights reserved. 2 Enterprise is a trademark or registered trademark of 2 innovations, Inc. All other Trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. 9 printed in anada 2enterprise-sc-2012