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Slideshow RemedyForce 2012
1.
Welcome to your IT
Help Desk in the cloud
2.
RemedyForce Service Desk
A Cloud-based IT management solution Speaker: Paul Donders Sales & Consultancy RemedyForce InfraVision © InfraVision BV
3.
Agenda Short
introduction to InfraVision Working in the cloud Basics of this cloud-based IT Service Management Solution Some insights of RemedyForce © InfraVision BV
4.
InfraVision Offices:
Customer Satisfaction Netherlands: HQ in Gorinchem Belgium: Gent Germany: Münster 8,3 Account Man. United Kingdom: London 8,7 Projects 8,1 Support Partners: 4 © InfraVision BV
5.
5 © InfraVision BV
6.
The future =
today Enterprise Cloud Computing 1960s 1980s Today Mainframe Client/Server © InfraVision BV
7.
Advantages of the
Cloud Faster deployment Low upfront costs Quick results and ROI Zero-cost, zero-effort upgrades Flexible and easy to scale Easy personalization/customisation Out-of-the-box mobile deployment Out-of-the-box collaboration Salesforce.com’s enterprise-class reliability and security © InfraVision BV
8.
Salesforce platform
© InfraVision BV
9.
An ITIL compatible IT
Help Desk Solution… 9 © InfraVision BV
10.
BMC RemedyForce
Service Desk • Built on Force.com platform (SalesForce) World class availability, scalability and performance Robust common services Free Trial • Simple UI, Navigation, and Personalisation Display key items on dashboard Create Quick Views for personalised queries © InfraVision BV
11.
BMC RemedyForce
Service Desk (cont’d) • End User Self Service Broadcasts Global Search Personalise • Incident Management Save time with templates Inform with broadcasts 11 © InfraVision BV
12.
BMC RemedyForce
Service Desk (cont’d) • Inventory Management Gain visibility into assets CI Explorer to view relationships • Includes Alignability Process Model Minimise training Start out of the box © InfraVision BV
13.
BMC RemedyForce
Service Desk (cont’d) • Problem Management Save time with templates Multiple incidents attached within a problem • Change Management Change request templates Change assessment & approvals • Reporting & Dashboards Easy to set up Scheduling • Service Level Management Set custom agreements © InfraVision BV
14.
Configuration Management with explorer
view © InfraVision BV
15.
Alignability Process Model •
The Alignability™ Process Model describes the service management processes in a simple 4-level structure. • Users can use the Process different levels to quickly access the information they Procedure require to perform their job. • The information is Work instructions at the most three clicks away © InfraVision BV
16.
Alignability & ITIL •
The IT Infrastructure Library (ITIL) provides the guidelines for organisations that want to define their service management processes. It does not provide the processes and procedures themselves. • Processes are not enough. They will need to have detailed work instructions behind them to provide a practical benefit to the people who are expected to follow the processes. • Naturally, ITIL also does not provide tool settings. • Hence, ITIL is not enough. Organisations are still expected to do a lot of work. © InfraVision BV
17.
RemedyForce Mobility
End user Service Desk Ops Collaboration © InfraVision BV
18.
Chatter
© InfraVision BV
19.
Chatter (cont’d)
19 © InfraVision BV
20.
AppExchange: One platform for
all your needs 1,300 Apps $500 Million Marketplace © InfraVision BV
21.
Proven Cloud Security:
No Need for Excuses Facility Security Network Security Platform Security • 24x365 on site security • Fault tolerant external firewall • SSL data encryption • Biometric readers, man traps • Intrusion detection systems • Optional strict password • Anonymous exterior • Best practices secure systems policies • Silent alarm mgmt • SAS 70 Type II & SysTrust • CCTV • 3rd party vulnerability Certification • Motion detection assessments • Security certifications from • N+1 infrastructure Fortune 50 financial services customers • May 2008: ISO 27001 Certification © InfraVision BV
22.
Force.com: World class reliability
and scalability Confidence, Transparency, and Trust Live System Status Security Best Practices Historical Performance © InfraVision BV
23.
Questions
24.
Thank you
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