Pink 2015 - Breakout Session - Taking service management beyond it

1. TAKING SERVICE
MANAGEMENT BEYOND IT
Frederick Acheampong
Senior Solutions Consultant
Facheampong@easyvista.com

2. AGENDA
• The Evolving Role of ITSM
• Service Management for all
• Automate the process
• The Chief Service Provider
• Q&A

3. THE EVOLVING AND EXPANDING ROLE OF ITSM
• ITSM has grown to support many different types of devices
• ITSM solutions have evolved at pace to keep up
• ITSM Workflow has had to become flexible to adapt to changing landscape
PINK 15 – Taking Service Management beyond IT

4. ALL BUSINESS UNITS NEED SERVICE MANAGEMENT
PINK 15 – Taking Service Management beyond IT

5. Workflow
AUTOMATE THE PROCESS
PINK 15 – Taking Service Management beyond IT
Service Management tools can provide automated process management

6. • Reduce costs – Stop using resource heavy paper trail systems, or consolidate
processes with the solution. This enable you to retire legacy systems, thereby saving
license and maintenance costs.
• Streamline work – Remove bottlenecks and minimize manual actions by using
workflows that automate activities and tasks.
• Boost Productivity – Reduce the amount of time users spend performing tasks,
freeing them up to concentrate on other work activities that improves customer
satisfaction.
• Track progress – Users can easily view status of their tasks and requests. Managers
can quickly get an overview of actions completed and outstanding.
• Increased Visibility – Improved reporting and business visibility.
BENEFITS OF PROCESS AUTOMATION ACROSS THE BUSINESS
PINK 15 – Taking Service Management beyond IT

7. THE BROKER OF SERVICE
PINK 15 – Taking Service Management beyond IT

8. WHAT THE SOLUTION NEEDS…
Flexibility, adaptability
Segregation
Multi layered
PINK 15 – Taking Service Management beyond IT

9. CONSUMERIZE THE INTERFACE
Some example interfaces.
PINK 15 – Taking Service Management beyond IT

10. CONSUMERIZE THE INTERFACE
Some example interfaces.
PINK 15 – Taking Service Management beyond IT

11. CONSUMERIZE THE INTERFACE
Some example interfaces.
PINK 15 – Taking Service Management beyond IT

12. CONSUMERIZE THE INTERFACE
PINK 15 – Taking Service Management beyond IT
Some example interfaces.

13. CONSUMERIZE THE INTERFACE
PINK 15 – Taking Service Management beyond IT
Some example interfaces.

14. THE VALUE OF ONE SOLUTION
 Thousands of dollars saved using 1 solution to manage multiple services.
 Digitizes the business. Process Automation. No more manual processes.
 Increased reporting visibility enables enhanced organizational service management..
All the above leads to Increased Customer satisfaction!