Mobile-first Service Management Platform

© 2016 E ASYV I STA. AL L R I G H TS R E SE R V E D 1

Good service is good business.

John Pugh | Director, Solutions Consulting

© 2016 E ASYV I STA. AL L R I G H TS R E SE R V E D

What’s driving change in service management today

What mobile users are expecting

What happens when user needs are not met

What is “mobile-first” & why it is important

The 10 “must ask” questions for solution vendors to ensure your success

How to avoid the common pitfalls in today’s service management solutions

agenda


We live in a world of frictionless, highly personalized service. Until we get to work...


0%

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50%

Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15

% Time non-mobile workers spend mobile.

Mobility is Ironically Static

in the Enterprise



in the Enterprise

0%

10%

20%

30%

40%

50%



Two-thirds employees use a smartphone for

work


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10%

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30%

40%

50%




work

45% employees do work on their

smartphone daily


in the Enterprise


0%

10%

20%

30%

40%

50%



Mobile % of total workforce - rolled


work


smartphone daily


in the Enterprise


0%

10%

20%

30%

40%

50%





work

60% of employees don’t have any

mobile apps provided


smartphone daily


in the Enterprise


0%

10%

20%

30%

40%

50%





work

60% of employees don’t have any

mobile apps provided


smartphone daily

24% employees “very concerned”

about personal privacy on owned

devices


in the Enterprise


The Focus is Still on the Low

Hanging Fruit

Base: 451 Research’s Business Decision-Maker survey, Q1 2016.


• Mobile focus remains on low-hanging fruit

• Enterprises have barely scratched the surface on mobile

• Employees will find ways to be productive

• Mobile breaks ALL norms

• Early adopters look to common architectures

Where are we now?


If your service management solution

is not aligned to support today’s business and end-user reality,

your IT organization will continue to lag behind.


Designed for the mobile enterprise

Optimized for ease of use across devices

Focused on the user experience & interface

Simplified access for the user

What is a “mobile-first”

solution & why it is important?


From “Portal” to “Purposeful”


For those outside the IT organization, the role of IT is simple:

provide technology innovation and support … in other words, deliver technology and service to make my job easier.

Simple, right?


1. How will it enable my end users, and will they use it?

2. Can the service be accessed from different types of devices?

3. What resources are required to implement and manage it?

4. What does it take to design a new service?

5. Besides IT, what other services can it manage?

The 10 “must ask” questions for solution

vendors to ensure your success


6. How well can it meet the needs of my multi-cultural organization?

7. Can it integrate with my other software and cloud solutions?

8. Can it help control and reduce service delivery costs?

9. How do you ensure my success?

10. Are you focused on service management and partnering for success?

The 10 “must ask” questions for solution

vendors to ensure your success


Service management solutions help your IT organization in meeting

challenges, creating and integrating services, while effortlessly moving information across multiple organizations.


EasyVista

Our Vision: Reinventing service management for the mobile user. Easy to deliver, easy to use.


EasyVista

Our Vision: Reinventing service management for the mobile user. Easy to deliver, easy to use.

1,000+ enterprise customers

6M SaaS end users

98% customer

renewal rate

1,000+ certified

consultants

20+ years of innovation

100% revenue

growth in 5 years


Financial & Insurance

Manufacturing

Healthcare

Professional Services

Public Sector

Higher Education

Retail/Hospitality

Media & Advertising

Food & Beverage

Energy, Utilities Transportation

Technology


Mobile-First Service Management Platform

Easy to Usewith Mobile-First

Proven Powerwith Comprehensive Service

Management

Easy to DeliverWith Codeless Configuration





Management


Award Winning

Workflow

ServiceCatalog

Asset & Financial Management

Service Manager

EmbeddedProcesses

Wizard Automation





Management


Award Winning

Workflow

ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation

Reduce and control the total cost of service delivery





Management


Responsive Design CustomThemes

Drag & Drop Widgets

Apps Builder

Easy Integration Built-in Dashboards

Award Winning

Workflow

ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation






Management



Drag & Drop Widgets

Apps Builder


Award Winning

Workflow

ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation


Dramatically simplify and accelerate service creation and management





Management

IT HRCustomer

CareAny Line of

Business

User Service Apps

Facilities



Drag & Drop Widgets

Apps Builder


Award Winning

Workflow

ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation







Management

IT HRCustomer

CareAny Line of

Business

Purpose built Apps

Facilities



Drag & Drop Widgets

Apps Builder


Award Winning

Workflow

ServiceCatalog


Service Manager

EmbeddedProcesses

Wizard Automation



Radically improve the service experience



“IT decision-makers will shift to a mobile-first mindset in 2016.”

451 Group

For a Mobile-First World

Only EasyVista is purpose-built as a mobile-first experience

Device-agnostic

Purpose-driven

Modern experience

Service-oriented


Moving from:

• Enterprise focus on change

• Silo “flattener”

• Focus on enterprise grade

• Integral part of business

Moving to:

• Just another channel

• Consumer-grade

• End of a linear stack

• Desktop extension


Available on easyvista.com

DOWNLOAD TODAY!


John PughEasyVista | Director, Solutions Consulting

[email protected]

@jp_easyvista linkedin.com/in/jpugh


EasyVista Service Management

EasyVista automates and personalizes service delivery for employees and other end-users—without a line of code

• Radically improving the service experience• Dramatically simplifying and accelerating

service creation and management• Reducing and controlling the total cost of

service delivery

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Proven Powerwith Comprehensive Service Management

IT HRCustomer

CareAny Line of

Business

User Service Apps

Facilities


Responsive Design

CustomThemes

Drag & Drop Widgets

Apps Builder

Easy Integration

Built-in Dashboards

Award Winning

Workflow

ServiceCatalog

Asset & Financial

Management

Service Manager

EmbeddedProcesses

Wizard Automation


Demo


What Others Say About Us

Ranked a “High Performer,”

EasyVista has the leading scores against leading competitors in 7 of 8

categories (and ties for 1st in the 8th category).

#1 for basic client maturity

#3 for intermediate client

#3 in the digital workplace

3X lower TCO as compared to ServiceNow and BMC

Critical Capabilities

“EasyVista continues to

innovate and think outside of the box…For a company with such a long history, it is

refreshingly innovative and forward-looking.”


Challenge: Automate and improve support services for 10,000 students and faculty

Solution: Replace four disparate systems with a one-click, single interface across any device

Results:• Hit 72-hour hardware support and same-day printing support• Significantly cut networking supporting times• Cut charge backs and returns from 45 minutes to real time

Case Study: Villanova University

“We’re streamlining workflow, improving the experience, and greatly scaling the number of students we can serve

through intelligent self-service and rapid resolution.”

Nick Bruns, Senior Technology Services Manager, Villanova University


• Plain language contracts

• Structured onboarding process

• Flexible service offerings

Not Just Happy Customers—Successful Ones

Onboarding Ongoing Education Support

• User-friendly curriculum

• Ongoing training

• EV Connect Community

• SafetyNet

• 24/7 support via Web, telephone and email

• Live chat

• Multilingual support available

• Enablement

• Quick Start

• Turn Key


• View real-time availability

• Check user connections

• Analyze your dedicated instance

• Know about planned maintenance

• Manage your platform

• EV Trust: Confidence through

availability, confidentiality, integrity,

infrastructure, risk, and analytics

My EasyVista and EV Trust

11 data centers

99.997%

SLAs for last 12 months

2 cloud management

centers

6M user connections


20+ Years of Innovation

Company founded

1988

Software & Inventory

Mgmt

1991 1992

IT Asset Management

1998

IT Web Portal

Financial Mgmt

1999

ASP

2003

Codeless &

Workflow Engine

ITIL integration

2004

SaaS

2009

HR Mgmt

2014

Service apps

2015

G2 Crowd High Performer

Top Provider in Gartner Critical

CapabilitiesCloud Mgmt Center

PinkVerify


Choosing the Right Service Management Partner

• End-user centric experience

• Mobile-first design

• Ease of use for all

• Comprehensive, flexible workflow design

• Broad service management capabilities

• Support for global needs

• Seamless integration

• Total cost of ownership

• Complete service and support

• Track record



Proven Powerwith Comprehensive Service Management


Evan Carlson | 908-672-9978 | [email protected]

Thank you!


Appendix


Challenge: Gain more visibility into IT service costs.

Solution: IT services that are presented to business users in the way they use to outside of the office

Results:• IT manages a growing number of requests with greater ease• LoB managers simply subscribe to services via a catalog• Business users access tailored services from any device

Case Study: PwC

”Many business unit directors wish to have greater visibility on the weight that IT costs have on their margins.

This tool will provide them with the expected transparency.”

Raphael Helion, CIO—France, PwC


“With EasyVista automating all of our ITSM roles and responsibilities, each helpdesk agent can support and manage

3,500 client mobile devices—a number expected to jump to 5,000 by year end.”

Jonathan Steele, Sr. Manager of Technology, Wireless Analytics

Challenge: Increasing number of customers with unique service rules, policies, and use cases

Solution: One single system for agents to leverage across the entire customer base

Results:• Significantly shortened MTTR• Improved resolve times by 23%• Reduced VIP ticket processing by 50+%• Decreased training from 2-3 months to 2-3 weeks

Case Study: Wireless Analytics


Challenge: Centrally manage and control a wide range of IT services

Solution: Streamline service management to 9,000 employees with modern a web-based system

Results:• Reduced outside development from 90% to 5-10%• Reduced maintenance costs by 75%• Funded solution with 1-year’s maintenance of former system

Case Study: Domtar

“We needed something more manageable and modern. We work in a very agile technology environment and the

limitations and expensive customizations of our old solution affected our productivity. ”

Benoit Tessier, IT Services Management Leader, Domtar


