Succesfuld servicedesk med automatisering og selvbetjening - SEE 2016, Denmark

© 2016 RES – ALL RIGHTS RESERVED

Successful Service Deskwith automation & self serviceQuick Introduction

Lennert Stepien – RES Salesl.stepien@res.com

Let’s talk about your Users…

FAQ“Your company’sMost valuable asset “

• Identity of the “Mobile Worker”• 3-4 devices• “Expert IT-user”• Work 24/7

Departing Employeestake Corporate Data

User behavior …

Traditional ITSM – IT Service – Request Fulfillment

IT Support Engineer

Why think in “Shift Left” Strategy ?

€ 0 € 1 € 20 € 65 € 100 € 190 € 450

250 Tickets/Mdl450.000 Kr/Året

Why Automation? What Gartner Says…“Automation is the glue for digital business.”

- Gartner Research Director, Robert Naegle

Gartner predicts that by 2017, 75% ofenterprises will have more than four

diverse automation technologieswithin their IT management portfolio,

up from less than 20% in 2014.

Organizations need automation for manyreasons

• People don’t scale• Scripts are fragile• Processes are more complex• Knowledge does not transfer easily

“What’s driving automation is the fact that you absolutely have to get betterfaster and the only way to do that is by using automation.”

- Gartner VP and Distinguished Analyst, Ronni Colville

RES ONE Automation Connector forTOPdeskImprove service delivery and drive efficienciesSimplify onboarding & offboardingAutomate password reset & common requestsImprove business process managementStreamline software deployment

ITSM – IT Service – Automatic Request Fulfillment

Approver

Automation

IT

Automation Fabric

80%

Workspace Self-Service

20%

Joiners - Movers - Leavers

Role &Responsibility

DetermineQualification

Give Access toCatalog

Delivery &Return

ProvisionConfigure

Secure

Zero-TouchInstant

Contextual

WorkflowTriggers

Subscribe toCatalog Items

AutomatedSelf-Serviced

Fulfilled

Applications& Data

CustomerFacing Services

Stored in aActionable

Catalog

RES Approach to IT

WHYWHAT WHEN HOWHOWIdentity

Gather UniqueIdentity

Non-IT Sources

WHO

RES ONE Service StoreEmployee-friendly portal delivers an instant,24/7 experience for Employees, IT, and the Business

Available onmobile and tablets

Q & AThank You!