WENDIA ITSM

EXPERT TALK

Self Service as the Key to Business IT Alignment:

How Your Business Will Benefit from Webforms

KLAUS DETTMERMIRIAM GÖGELEIN

Self-Service offerings reduce the number of calls and the workload in your service organization. With a quick and easy handling, they improve service quality, customer satisfaction, and keep up productivity levels throughout the company. This way, Self-Service offe-rings allow the IT organization to position itself as an efficient, customer oriented service provider among its customers. At the same time, Self-Service also provides the opportunity to proof performance and productivi-ty towards the executive management. However, the positive effects of Self-Service are not limited to standard IT Services. Instead Self-Service might also be used to support business processes in different departments of the whole organization. Web forms are an element of Self-Service technology that allow IT to provide a smart solution adaptable to many different processes in many different departments.

Whether it is business trips, sick notes or office relo-cations – in our latest whitepaper we are introducing practical tips for the use of Self-Service and Web forms in different company departments..

The use of web forms can simplify the processing of support requests significantly and in a way that the receiving team clearly understands and can handle without any further inquiry. Customers just fill out a simple, short form and thus create a ticket that is prequalified, complete and rea-dy to be solved. The IT organization itself benefits from the fact that tickets are received right where they are dealt with. At the same time, tickets are of a much higher qua-lity. In the end, web forms speed up the whole working process significantly and are essential for Service Organi-zations that have a very high ticket volume.

Stefan Reichelt, Systemadministrator, Comparex AG

Self Service as the Key to Business IT Alignment: How Your Business Will Benefit from Webforms

An intensive examination of topics that have already developed from trends to an integral part of the CIO agenda is a first step in the right direction. Above all, this includes the area of Self Service and the efficient use of Web Forms.

At the moment, web forms are basically used by the IT Service Organization to register incidents. End-Users have the possibility to open their own tickets, to do re-search in the Knowledge Base and to check the current status of their tickets and Service Requests. The bene-fits are obvious: Customers can contact their Service Desk anytime and anyplace, while calls and overall workload in the Service Organization are significantly reduced.

In its function as an interface between IT and Busi-ness, the Service Organization plays a more and more important role in Business. It has to take up requests and requirements, it has to guarantee cost efficient operations and it has to support the different depart-ments within the company with intelligent solutions.

At the same time, Management prescribes a radical slimming program to IT: Lean production of servi-ces, lean organization is the motto of late. Or in other words: Automate processes, save costs and make ser-vice an overall positive experience for end-users. How can both aspects be combined?

The IT as a value adding Service Provider and Business Partner

Create a web formfor Travel Authorization Requests with Wendia’s ITSM tool suite including contact person, date and destination

the Service Organization and processes are at the same time optimized. Let’s look at the following example: The travel de-partment in your company would like to simplify the paper based request and approval process of business trips for employees. At the same the whole process is supposed to be streamlined and automated. With the help of web forms, employees can enter relevant in-formation step by step. After that, the necessary data is forwarded automatically to the travel department. What is the departure date? What is the destination and what is the reason for your business trip? How will you travel? By car? Or do you need a flight ticket?

Questions like this and many more can be put together in a simple web form for employees. The answers are processed in the travel department – may-be with the help of an automated approval process that will finally send an automatic approval to the employee.

With web forms the IT Organization is providing a practical solution for departments in the whole organization. Web forms may even create effective win-win-situations, especially when employees in different departments are able to create and maintain web forms with the help of intuitive dynamic questi-onnaires and without any programming knowledge. This way, process know-how of different departments can be used without any media breaks and workload of the IT Service organization is consequently redu-ced.

Basically there is no limit to the use of web forms outside IT or apart from standard IT Services. This applies, above all, if specific programming skills are not required to create and customize web forms and if it is easy for employees in different departments to create and maintain web forms on their own – wit-hout support of IT. Process knowledge in the specific departments is used efficiently, pressure is taken of

How to Support Departments in Your Organization with flexible Web Forms

web form itself is put together with the help of diffe-rent dynamic questionnaires including different flexi-ble question and answer entities. If the questionnaire itself is changed, the change will have direct impact on the relevant form. There is no limit to the use of web forms in departments like HR, travel department, Fa-cility Management and many more.

The content of each form is simply created from pro-cesses in the different departments. Existing know-ledge is used without any media breaks and IT is able to concentrate on its core business.

Behind this online travel authorization request for em-ployees is a web form that can be created and maintai-ned by a responsible person in the travel department with the help of a dynamic questionnaire. The crea-tion and customization of web forms does normally not require any IT specific skills or know how about databases, table structures or tools.

Wendia’s IT Service Management Tool suite offers you the possibility to create complex web forms in a quick and easy way – without any development work. The

Win-Win Situation for Business and IT

POB Web Form for Travel Authorization Requests: Choice of Transportation

The benefits mentioned above clearly show that web forms are an innovative solution for effective Business IT Alignment that allows to realize business require-ments quickly and reduces the workload in the IT.

1. Intuitive operation with questionnaires, guiding the user step by step through different questions 2. The content of questionnaires can be created and maintained by employees in the company departments 3. Workload of the IT department is significantly reduced 4. Existing process know how of company departments is used efficiently without media breaks 5. Departments are able to react to changes and new requirements on their own

5 Key Benefits of Wendia’s Web Forms

HOW TO CREATE WEB FORMS WITH WENDIA’S IT SERVICE MANAGEMENT SOFTWARE

Content for web forms is simply generated from already existing processes in the different departments of your organization. This way your organization can make optimal use of existing knowledge without any media breaks. At the same time, IT can focus on its core business.

ABOUTTHE AUTHORS

Klaus DettmerAs a product manager for different IT Service Manage-ment suppliers, Klaus Dettmer has extensive experience in the IT Service Management industry. Together with the international CTO and development team he is in-fluencing and managing the customer-oriented develop-ment of Wendia’s ITIL certified Service Management Solution.

Miriam GögeleinMiriam Gögelein has been working with Wendia in the area of Marketing and Communication. She is sup-porting Wendia in Germany and Switzerland with the planning and execution of Marketing strategies, diffe-rent campaigns and activities. Working closely with Wendia’s user community for many years she has deve-loped a deep understanding of IT Service Management and ITIL.

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