Welcome to your IT Help Desk in the cloud
Sep 13, 2014
Welcome to yourIT Help Desk in the cloud
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RemedyForce Service Desk A Cloud-based IT management solution
Speaker: Paul DondersSales & Consultancy RemedyForce
InfraVision
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Agenda
Short introduction to InfraVision
Working in the cloud
Basics of this cloud-based IT Service Management Solution
Some insights of RemedyForce
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InfraVision
Partners:
Offices:Netherlands: HQ in GorinchemBelgium: GentGermany: MünsterUnited Kingdom: London
Account Man.8,3
Projects8,7
Support8,1
Customer Satisfaction
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Enterprise Cloud Computing
1960sMainframe
1980sClient/Server
Today
The future = today
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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
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Salesforce platform
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An ITIL compatible IT Help Desk Solution…
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BMC RemedyForce Service Desk
• Built on Force.com platform (SalesForce)
World class availability, scalability and performanceRobust common servicesFree Trial
• Simple UI, Navigation, and Personalisation
Display key items on dashboardCreate Quick Views for personalised queries
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• End User Self ServiceBroadcastsGlobal SearchPersonalise
• Incident ManagementSave time with templatesInform with broadcasts
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BMC RemedyForce Service Desk (cont’d)
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BMC RemedyForce Service Desk (cont’d)
• Inventory ManagementGain visibility into assetsCI Explorer to view relationships
• Includes Alignability Process Model
Minimise trainingStart out of the box
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• Problem Management
Save time with templatesMultiple incidents attached within a problem
• Change ManagementChange request templatesChange assessment & approvals
• Reporting & DashboardsEasy to set upScheduling
• Service Level ManagementSet custom agreements
BMC RemedyForce Service Desk (cont’d)
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Configuration Management withexplorer view
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• The Alignability™ Process Model describes the service management processes in a simple 4-level structure.
• Users can use thedifferent levels toquickly access theinformation theyrequire to performtheir job.
• The information isat the most three clicksaway
Process
Procedure
Work instructions
Alignability Process Model
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• The IT Infrastructure Library (ITIL)provides the guidelines fororganisations that want to definetheir service managementprocesses. It does not provide theprocesses and procedures themselves.
• Processes are not enough. They will need to have detailed work instructions behindthem to provide a practical benefitto the people who are expected tofollow 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.
Alignability & ITIL
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RemedyForce Mobility
End user Service Desk Ops Collaboration
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Chatter
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Chatter (cont’d)
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AppExchange: One platform for all your needs
1,300 Apps$500 Million Marketplace
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Proven Cloud Security: No Need for Excuses
• SSL data encryption• Optional strict password
policies• SAS 70 Type II & SysTrust
Certification• Security certifications from
Fortune 50 financial services customers
• May 2008: ISO 27001 Certification
• Fault tolerant external firewall • Intrusion detection systems• Best practices secure systems
mgmt• 3rd party vulnerability
assessments
Network Security• 24x365 on site security• Biometric readers, man traps• Anonymous exterior• Silent alarm• CCTV• Motion detection• N+1 infrastructure
Facility Security Platform Security
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Force.com: World class reliability and scalability
Live System Status
Security Best Practices
Historical Performance
Confidence, Transparency, and Trust
Questions
Thank you