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© 2016 RES – ALL RIGHTS RESERVED
Successful Service Deskwith automation & self serviceQuick Introduction
Lennert Stepien – RES [email protected]
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!
