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