omnitracker integrations with anywhere365 & nexthink
TRANSCRIPT
OMNITRACKER integration with
Anywhere365/Lync & Nexthink1
15 October 2015, Brussels
OMNITRACKER Customer Day 2015
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• SYNERGICS is a Cloud Change Agent, founded in 2006 and currently active in Belgium & the Netherlands. Our focus is on companies with 25-1000 employees. We consist of a team of 40 engineers who are experts in Cloud computing.
• Our engineers are certified in Microsoft, VM Ware, CommVault, Oracle & SQL.
• Our goal is to deliver Cloud services & Managed Services of high quality and to achieve high customer satisfaction.
We specialise in the development of sustainable partnerships with our customers, helping them to align their business objectives with ICT, at strategic, tactical and operational level
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• First Microsoft Cloud OS partner in Belgium (COSN)
• Microsoft Cloud Solution Provider (CSP)
• Nexthink Silver partner
• Supporting 3000 endpoints with 40 people
• OMNITRACKER customer since 9 years (2006)
• We have our own OMNITRACKER customization specialist who configured the integrations
Agenda
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We will show 2 OMNITRACKER integrations:
1. Anywhere 365 (= Skype for Business/Lync add-on)
2. Nexthink (IT operations analytics)
to create a Next Generation Service Desk that focusses on END USERS, boost IT incident & problem management, enables PROACTIVE end-2-end support and lowers IT support cost.
Why a Next Generation Service Desk?
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All service desks have similar issues:
• Searching to optimize customer contact
• Need to integrate new ways of communication (IM, chat, mobile, social media…)
• Move from reactive to proactive support
• No end-user information & monitoring
• Service desk is depending on business end-users reporting their issues
• No view on business users = no real business-IT collaboration & no end-2-end support
Anywhere365/Lync integration
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What is Anywhere365 (A365)?
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• Lync/Skype4B add-on from
orkstreampeople (NL)
• Unified contact center
add-on for Skype for business
• Any device & location
• Drag & drop functionality
• Full SW callcenter solution: low cost & fast roll-out
• Very flexible resource (re)allocation & role assignment
• Multi channel contact capabilities: chat, email, voice, sms, instant messaging… the entire organization can be a call center agent
What is Anywhere365?
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• Synergics uses A365 for:
– Skill based routing
– Automatic call distribution (ACD)
– Integrated Voice Response (IVR)
– Presence indication
– Call recording (integrated in OMNITRACKER)
– Supervisor listen-in
– Advanced waiting queue: prio detection
– Webchat
– Integration with mobile phone & Skype
– Flexible agent allocation
– Wallboards: real-time reporting & follow up
Anywhere365 basic integration
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• Basic integration is CTI (CLIP recognition via A365)
• Very easily controlled via Lync commands:
– Start-stop to be added in or out the callcenter
– Reason codes when agent needs to leave callcenter
Anywhere 365 extra callcenter info
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• Synergics also uses A365 Inflight Snapper in Lync to display important information on agent PC’s:
1 = Displays colleagues who are in the same callcenter as yourself
2 = The number of people who are available to take calls
3 = Number of calls in progress (3);
4 = Callcenter statistics such as total calls, abandoned & avg wait time
Incoming service desk call flow
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OMNITRACKER integration = pop-up screen
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Caller details
Caller incidents
Caller RFC’s
Caller CI’s
Caller SW & apps
Benefits of integration with Anywhere365
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• Everyone can be a call center agent
• Easily reach agent with best-matching skillset
• Real-time view of full company resource availability
• Direct access to automatically retrieved customer info
• Agent is better informed for interaction with customer
• Enhanced customer intimacy by seeing caller history
• Enhanced professionalism & conversation quality
• Lower cost per call
Nexthink integration
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What is Nexthink? What is ProAlytics?
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• IT operations analytics tool
• Monitoring and automatic analytics of all end-user devices, Windows & virtual servers gain insight in the real IT usage of end-user devices
• Actual (real-time) and historic view on end-users, servers, fixed and mobile devices, all applications, all connections and print jobs starting from 1 central location/tool
• Synergics bundles managed services around Nexthink under ProAlytics (proactiveend-user analytics)
• Simply put, every 10 minutes a large amount a parameters is captured from each end-user device & server and stored in an in-memory database
What is Nexthink? What is ProAlytics?
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• The data are accessible via interactive dashboards
• Possibility to perform full analysis in the past as historical data are kept
• Automatic real-time correlation of events assures that full impact is known and allows IT to determine the right priority and take proper action
• This yields very effective problem management as the correlation & impact analysis is 100% accurate
• From a security perspective, add additional protection in area where you are most vulnerable
• By incorporating these data into ITSM tools and embedding them into the IT support organization, IT knows exactly and in real time what end-users are experiencing. IT is no longer dependant on user input!
80% of security threats50% of performance issues
70% of support issues70% of all IT initiatives
• Back end is stable and secure but has no 1-to-1 link with the end-user experience
BACK END
• Observed on average 4 to 5 times more end-users being impacted by problems than what is actually reported to the IT Service Desk
NETWORKEND-USERS
Traditional bottom-up reactive issue solvingNO END-USER VIEW
Traditional IT support lacks end-user view
X
?
Approach IT support customer first
Enhanced proactive issue solving starting from end-user perspective
• Company-wide real time analytics of all endpoints, users, applications andnetwork connections & windows servers
• Detailed real-time and historical view on any end-user device
• Incident management: up to 25% less end-user impacting issues
• Problem management: auto correlation & fast root-cause analysis
Back endNetworkEnd-users
Quickly discover the REAL incident impact and exposure
4 Incidents
Old Perspective:
• 4 users report 4 similar incidents so no (immediate) action
With proactive analysis we identified 72 users experienced
101 crashes in 7 days
3266 systems are exposed to same issues
New Perspective:
• 68 other users face the same problem so only 1 in 18 users reported the issue
• 3266 additional users may experience this in future
END USER
Submits issue to SD (or not)
Issue already impacts end users
Recontact user for more info
(Re)define issue due to info quality1st LINE
Call INTAKE
Issue described by user input
Incorrect/incomplete info
Difficult to address issue correctly
SERVER2nd LINE
SOLVER
GROUPS
Next Generation Service Desk
REAL PROACTIVE END 2 END SUPPORT
DB
NETWORK APPLICATION
End-User does not submit 70% of issues
With Proalytics, all issues are
automatically detected
Integration call intake, 1st & part 2nd line
Complete user info known
Fast issue id & fast root cause id
Customer first issue resolution
Very effective problem management
DB
NETWORK APPLICATION
SERVER
Nexthink – OMNITRACKER integration
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• First line (basic) integration
– OMNITRACKER queries the Nexthink database on +- 40 parameters (out of > 500)
– Graphical summary (traffic light) of main diagnostics
– Displays main properties of a device related to performance & security status, grouped into four categories
– Historical view for the last day and the last week
– Device properties can fill up CMDB in real-time
• Second line (advanced) integration
– For detailed investigations a button opens the device view directly in a NexthinkFinder session
Nexthink – OMNITRACKER CMDB integration
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• We can get Nexthink info via multiple ways:
1. From the CMDB Workstation screen, if Class = Desktop or Laptop, and State = Active:
Nexthink – OMNITRACKER incident integration
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2. From the Incident screen, when the selected line in the Affected CI's list is a desktop or a laptop:
Nexthink – OMNITRACKER call received integration
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3. From the Incoming Call Received screen, if the calling person has at least one desktop or laptop in his/her CIs list:
Get CMDB info in real time out of Nexthink DB
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Section 1: PC Health
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Section 2: SW & OS health
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Section 3: Security & Compliance check
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Section 4: Network indicators
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Advanced integration links to Nexthink end-user device view
Identify full incident exposure and gravity in real time
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• Find all devices with same issue in Nexthink within seconds!
Instantly create slave incidents in OMNITRACKER
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• Select the rows corresponding to the devices for which you want to create a slave incident, copy them to the clipboard, then click on the Create slave incidents from button in the incident
Boost Problem Management
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• Greatly enhance PROBLEM MANAGEMENT by auto correlation & automatically creating master-slave incidents
• Attach recording of voice conversation in OMNITRACKER
A real-time and continuous view on
the issues end-users experience
Analyze ANY DEVICE (Windows, MAC, Mobile) your end-user uses in 1
single tool
Check if users still work with fully compliant
equipment (no SW or apps added, up-to-date
patches & virus definitions, etc.)?
Effective realization of transformation
projects (virtualization,
O365…)?
Enable real IT –business
collaboration
Benefits of integration with Nexthink
Benefits of integration with Nexthink
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• Add extra proactive info channel to OMNITRACKER (besides call, mail, IM…)
• Add end-user view to have full end-2-end view
• Efficiency boost
• Use less IT resources to solve issues
• Makes proactive support possible
Benefits of integration in call intake phase
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• Get real-time end-user data into OMNITRACKER
• Traffic light indicators allow (low skilled) SD agents to:
– know end-user issues better & earlier than they do
– also see what the end-user does not see
– higher intake quality: correctly describe issue in OT
– no more awkward conversations with end-user
– better qualify area/source of problem
– assign correct prio and urgency to incidents
– IT can start support with 1 single shared view for all teams
Benefits of integration in incident solution
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• Key endpoint info available in OMNITRACKER
• More accurate & complete info for technical solver groups allows them to faster solve issue
• Direct link into detailed timeline view
• Automatic correlation enables full impact analysis and automates problem management
• Auto creation of parent-child incidents in OMNITRACKER
• Auto update of end-user device CMDB parameters
• Lower IT support cost: less time & fewer resources to solve
General summary
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Low integration effort
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• Synergics’ own specialist made both integrations in house
• A365/Lync-OMNITRACKER integration took 1 day
Low integration effort
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• Integration Nexthink-OMNITRACKER took 3 days (with most effort learning the Nexthink interface)
General Summary
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• Helpdesk of the future with enhanced IT support:
– Boost end-user satisfaction: helpdesk knows issues before users report them, less end-user downtime
– Efficient because of real-time integration of call intake and real-time proactive end-user monitoring
– Cost effective: faster call intake, less IT resources working on incident, faster resolution, cheaper resources solving more issues (FCR goes up)
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Contact us!