nimsoft saas service desk essentials - presented at ca world 2011

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@nimsoft & @sandeepsoman@nimsoft & @sandeepsoman

GN006sNSandeep Soman - Product Management - November 16th 2011

Nimsoft Service Desk Essentials


@nimsoft & @sandeepsoman

abstractSandeep SomanNimsoft, Sr. Principal Product Manager

Your service desk might be the only IT resource guaranteed to touch everyone in your enterprise. Learn how Nimsoft Service Desk accelerates your responsiveness, efficiency, and alignment to your business. In this session, product experts from Nimsoft will discuss how you can benefit from using Nimsoft Service Desk by coordinating and accelerating incident response and proactive IT management—so you can increase end user satisfaction, reduce costs, and meet business objectives.



agenda� Market Segmentation� Nimsoft Service Desk Overview� Licensing� Features/Benefits� Questions



market entry points

Very Large

Small

Market 2

Market 1

Replacing existingon-premise

entry level help desk applications from

BMC Express, VMWare SD Mgr,

FrontRange, Numara, etc.

Replacing existing legacyon-premise service desk

applications fromBMC Remedy,

HP, IBM,etc



� Best practices compliant» Real-world experience-based

� Service Provider ready� Easy to buy, deploy and

manage» Low TCO» Flexible pricing» SaaS or On Premise

� Complete offering

nimsoft service deskAn ITIL v3 complete service desk solution



part of nimsoft unified manager

� Nimsoft Service Desk» Efficient, complete,

best practices-based» Real-world proven» Ready now for Service

Providers and Emerging Enterprises� Nimsoft Unified Manager

» Common user experience» Common architecture» Pay as you consume» Consume as you business requires

Nimsoft extends solution to IT Management as a Service:Unified IT Management from the data center to the cloud



best practices and experience� Years of experience built in

» Designed and built by a Service Provider» Ability to start with standard

configurations pre-loaded

Service Operations» Incident Management» Problem Management» Request Management» Event Management

Service Transition» Change Management» Service Asset Configuration

Management» Knowledge Management

Service Design» Service Level Management» Availability Management



nimsoft service desk: simple SaaS licensing� License Types

» Fixed (Named) License: Designed for the Individuals who work on the help desk full time

» Floating (Concurrent) License: Designed for the individuals who work on the help desk part time and usually shared by multiple individuals

» Self Service (End User): Free of charge. No license needed� Includes:

» Production & Staging instances with full ITIL based workflow» All infrastructure requirements such as hardware, software & backups» 24 X 7 Support via web, phone & email » Automatic upgrades while keeping client customizations



benefits for your organization� Configure don’t code

» Workflow is 100% configurable» No programming skills required» Configuration not lost in upgrades

� Simple Pricing Model» Pay per user» Fixed or floating licenses» Free end user access

� Cost Savings» Automated Free Upgrades» No Infrastructure Required

Adaptable workflow allows you to meet your specific business needs without custom code


Simple implementation

shortens your time to value

Simple implementation

shortens your time to value

Seamless upgrades make it possible to get

the latest improvements without ripping apart your implementation

Seamless upgrades make it possible to get

the latest improvements without ripping apart your implementation



Automatic incident creation lets you

proactively address potential service

interruptions

Automatic incident creation lets you

proactively address potential service

interruptions

benefits for your users� Workflow focuses on actions

» Tell Nimsoft Service Desk what to do, don’t guess based on status changes� Tried and True Interface for Service Desk Agents

» High Throughput, Multi-Window design- Keep individual Incidents, Change Requests, etc. open while working in other

parts of the system» Easy to use Portal Web Interface» Available anywhere anytime

� Self Service available by web or e-mail



customer success stories� Scalability & Integrations

» Global IT Services, Facilities, Compliance, Datacenter Operations- 1400 agents, 47,000 employees, ~50000 tickets/month, 60+ countries…integrated into

desktop support, datacenter operations and global facilities� Adoption

» IT Services, Facilities and Vendor Management- 200 agents, 3000+ employees, 4000 tickets/month, 15 countries…Nimsoft Service Desk

was the second most widely used application within first 4 months of deployment� Lower TCO

» IT Services & Compliance- 15 agents, 350 employees, 500 tickets…primary tool for managing PCI compliance

controls� Time to Value

» Customer Service- 40 agents, supporting 35,000 external customers, 10,000 tickets/month…

production in 4 weeks



nimsoft service desk



nimsoft service desk service catalog & request� Request management through Service Catalog yields efficiency

» Self service and automated intake & routing reduce costs» Clear communication with the end users for more satisfaction» Use Service Catalog and templates for efficient user service requests

Features» Single web portal for all requests with email option» Service catalog for standardization of normal requests» Automated classification and routing based on templates



nimsoft service desk incident management� Incident Management Boosts Service Levels

» Increased Efficiency- Tight integration of Knowledge

Management» Accelerated Resolution

- Prebuilt incident templates increases 1st contact resolution & improves time to resolution.

» Workflow that Enhances Efficiency and Quality- Ensure that analysts are able to follow the

correct process and deliver expected service levels.Features» Incident Models to automate standard processes» Automatic routing based information» One-click actions for status changes



nimsoft service desk incident management



nimsoft service desk problem management� Problem Management Reduces Future Issues

» Identify recurring or ongoing IT issues to keep business services running efficiently

» Increase efficiency by linking multiple incidents to a single problem, including the workflow to close all related incidents

Features» Initiate a pre-populated problem from incident» Associate multiple incidents

to a single problem» Graphical view of related CI's

to affected service» Add analysis on root cause,

impact, and more» Add workaround, solutions,

or known-error information



nimsoft service desk change management� Change Management Helps You Be Agile

» Make changes with minimal disruptions by using standardized procedures for highly efficient, rapid processing

» Evaluate, prioritize, plan, test, document, approve and implement change requests through the organization.

» Meet objectives for SOX, PCI, and other compliance requirements.Features» Initiate change requests

from incidents or problems.» Electronic CAB» Decisions with comments via Web interface or email.» Automatically notify all change stakeholders» Identify assets/CIs and services that may be affected.» Schedule changes on change calendar.» Complete audit trail



nimsoft service desk change management



nimsoft service desk configuration management� Configuration Management Helps Quality Service

» Centralized, comprehensive view of IT data» Associates affected groups with changes

and outages» Define and manage relationships and

dependencies for rapid diagnosis and accurate planning

Features» Model and provide detailed

information on all CIs» Graphical view of relationships» Associate CIs with changes and outages» Track history » Take discovery or import data to populate



nimsoft service desk configuration management



� Improves Efficiency» Information at your fingertips aids in resolving service issues in a timely and

efficient manner based on proven experience.» Tight integration ensures quick and timely access.» Improved service quality by giving technicians and end users easy access to

the knowledge base.Features» Search from ticket» 1-click creation from incident» Report on used knowledge» Auto classify tickets» Create FAQs and manage access» Bulk import of 3rd party knowledge

nimsoft service desk knowledge management



� Service Level Management is Key to Customer Satisfaction» Achieve the highest level of customer satisfaction by tracking your

team’s performance against agreed upon service levels» Manage SLAs from end-to-end, including OLAs & UCs» Proactively manage service level objectives, including tracking

compliance using automatic escalation and assignment rules

Features» Report on service level adherence metrics» Configure multiple levels of escalation » Configure SLA rules by service, ticket attribute, or support group» Receive custom alerts when there is a potential SLA breach» Add SLA exceptions, including by business hours, holidays, reduced service times,

maintenance windows, and more

nimsoft service desk service level management



nimsoft service desk service level management



� Service Feedback is a True Measure of Customer Satisfaction» Measure perception of Customers on how well services are delivered» Conduct survey when experience is still fresh in their minds» Leverage customer feedback as a continual improvement model to

enhance service delivery & perception to Customers

Features» Template based Surveys» Configure Surveys with no programming» Send survey every x tickets closed or y days

between surveys» Responses automatically tabulated & presented in easy

to read graphical format

nimsoft service desk measuring customer satisfaction



� Full reporting and dashboards» 68 Configurable reports built in» Various dashboards in context» Includes customer satisfaction surveys

� Extensive APIs» Enable integrations to other NSM, discovery tools, etc. that fall within available

technologies» Nimsoft Monitor integration built in via the Nimsoft Bus» Potential for portal extensions but not ‘in-screen pop’ in current release

� Built in workflow administration tools» No need for custom programing» Adaptable to business needs

� Multi-Tenant at the core» Configure for each customer’s business needs

nimsoft service deskother features and components



summarya few words to review

Simple implementation shortens your time to

value


Seamless upgrades - get the latest improvements

without ripping apart your implementation

Real world proven ITIL and years of best practices built in



Thank You!› Visit www.nimsoft.com/CAworld2011 for more information, Nimsoft

demos and more.› For any questions: [email protected]

nimsoft saas service desk essentials - presented at ca world 2011

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