ServiceSphere

ServiceSphere
ServiceSphere
chris.dancy@servicepshere.com
Confidential, All Rights Reserved, ServiceSphere™ 2008
http://www.servicesphere.com

Introduction
Christopher Dancy
20 years in IT Service Management
Right Place, Wrong Time
ServiceSphere
Founded to Share Information, Rants and News about IT Service Management.

Overview
Thought Leadership around IT Service Management
Sharing Information with the ITSM Community
Webinars
Video Best Practices
User Groups
Live Support

Overview
100% Focus on IT Service Management
Combine the IT Frameworks, Best-of Breed Tools, and Operational Best Practices.
Improve Customer Satisfaction
Optimize cost efficiencies within IT Support
Emphasize IT as a Strategic Asset

Overview
Global Presence on Three Continents
Founded by Leaders in ITSM Industry
24x7x365 Follow The Sun Support
Full Range of Collaboration Offerings

Overview
ITSM
Professional Services
ITSM
Integration Tools
ITSM
Service Virtualization

Locations
Seattle
New York
Malta
Denver
New Zealand

Partnerships

Offerings
Service Virtualization
After Hours, Tier One Support
Augment Existing Staff
We Don’t “Out Source”!!
Unlike outsourcing, Service Virtualization (TM) compliments, and does not attempt to replace your staff. We do this by focusing on small to mid size organizations that are looking for after hours, holidays and 24/7 follow the sun support, but don't have the people-power to deliver it.
Many vendors today will give you a great deal, if you fire-"re-purpose"; your staff. We believe that to effectively support your organization, we need your staff.

Offerings
Collaboration Offerings
Service Desk Gap Assessment
Self Service Adoption
IT Service Management Consulting
Service Desk & Desktop Management Tool and Vendor Selection
ITIL for the Small Organization

Social Networking 101
ServiceSphere Believes In People
Our People
Your People
All People
We Are Here To End
Business As Usual

Customers
US Federal Government Engagements

Customers
State & Local Government Engagements

Customers
Educational Engagements

Customers
Technology Engagements

Customers
Retail, Hospitality & Service

Customers
HEALTH CARE & LEGAL

Customers
Manufacturing

HEAT System Configurations

Call Logging

Assignments
Tier 2, 3 & Beyond
Accountability for OLA’s
Multiple Simultaneous Assignments

Assignment

Journals
Diary of Events on an Incident
Two Way Dialog with Customers
Private View for Internal Notes
Authorizations for Change Management

Journal

Journal
Complete Diary of Events

Journal
Use Approvals from Customers to Auto-Close Tickets

Detail
Fully Customized Work Flows
Publishable to the Web for Customer Input
Capture additional time saving information based on incident type
You think your organization has special needs….SO DO WE!

Detail
Capture Auto-Ticket
Information,
COMPLETELY!

Detail
Web Survey Results!!

Detail
MOVE, ADD & CHANGE….

Detail
CAPTURE & AUTOMATE REQUISTIONS

Detail
LOANER EQUIPMENT….

Detail
Change Approvals…..

Detail
PURCHASE ORDERS…

Detail
New Employee….

Detail
New Employee…

Detail
Meeting Request…

Detail
Service Calls..

Detail
Project Request…

Detail
Telecom…

Detail
Complex Requests….

Profile
Customer Demographic Data
Customizable
Tied into Active Directory or ANY open LDAP
Escalations based on Profile Data

Profile

Profile
Don’t work with Internal Employees…No problem.

Profile
Tickets for Equipment…hmmm….

Configuration
Records Tied to Each Customer
Escalations based on Customer Information
1 Click Access from the Incident

Configuration
Periodic Maintenance

Configuration
Service Level Tracking

Configuration
Check Equipment In & Out

Configuration
IT Settings

Configuration
Track and Report on Training

Configuration
Let’s Get Human Resources In Here!

Configuration
Importing Asset information

ITIL for HEAT
The HEAT Classification Wizard allows engineers to quickly search for Category, call type, item, without having to remember lengthy navigation menus.
Using ITIL best practices, HiTIL ships with configurable and predefine priority calculations based on the incidents, urgency and impact.
SLA Flag on the incident is updated for a quick glance at where the issue is within our targeted agreements.
Predefined and configurable incident “legal states”, provide rich contact management and incident routing.

ITIL for HEAT
Integration into popular Desktop Management Systems, such as LANDesk and Microsoft SMS, allow the desk to leverage rich tools at their finger tips to increase first call resolution.
Within an incident, users can review open problems, create a new problem or link to an existing problem.
Quickly update the HEAT Self Service customer portal with current outages and issues within the organization.
Within an incident, users can review open change request, create a new RFC or link to an existing RFC.
SLA urgency can be based off the customer contacting the desk or a combination of the incident’s urgency and impact.

HEAT Classification Wizard allows engineers and support desk technicians quick access combinations of CTI, to make reporting more accurate, and reduce the time it takes to log a call accurately.
ITIL for HEAT

Best Practices from ServiceSphere technical team, allow you to quickly configure and set SLA Alerts and targets.
ITIL for HEAT

Defined legal states combine best practices along with total contact ownership within the HEAT System.
ITIL for HEAT

Reviewing, linking and creating new problem records is a snap using Problem Profiles. Full text search allows your users unique access to any current or past problem records.
ITIL for HEAT

ITIL for HEAT
Quickly see linked incidents from the problem!
Browse and attach configuration items to any problem.
Classification of problem is easy and quick with HEAT Classification Wizard access from your problem.
Urgency and Impact from the problem record make the priority of an issue easy to classify and maintain.

Browsing and reviewing configuration items, from problem becomes quick and easy using full text search from within the wizard.
ITIL for HEAT

Users can quickly link an incident to a problem, Link that problem to a configuration item, and review that configuration item, all without leaving the call logging interface.
ITIL for HEAT

Once a problem is selected, on the incident, you can see quickly see the problem it is linked to and who did the linking.
ITIL for HEAT

Problem management is now part of the HEAT Service and System. Leveraging HEAT’s business rule engine and auto-tasks make the task even simpler.

Within the Problem Management system, best practices and state control are easily embedded and accessible.
ITIL for HEAT

With embedded ITIL and Best Practice, once a problem has been diagnosed by a technician and a workaround is found, the problem state becomes “Error Control”.
ITIL for HEAT

Quickly search, review or create new Request for Change records from any problem or incident.
ITIL for HEAT

With embedded ITIL and Best Practice, If a work around is not found and the problem is linked to a Request for change, the problems legal state becomes, “pending RFC”
ITIL for HEAT

Complex Change Management procedures are simplified with out of the box Change Management routines.
ITIL for HEAT

Change request start off being reviewed by an individual within the organization. Once reviewed the change can then be sent to an assessor to determine the requested work effort, via an assignment.
ITIL for HEAT

Once assessed, changes then can be sent to any person within the organization to review.
ITIL for HEAT

Dynamic logging of the change request life cycle in the HEAT journal makes status checking on any request a snap.
ITIL for HEAT

This approval information is then sent back to the request for change, and the change record is updated.
ITIL for HEAT

Once all approvals have been received the RFC is scheduled and the tasks are created. Optionally, you may then spawn a Release record.
ITIL for HEAT

Notice again, rich logging of the change life cycle.
ITIL for HEAT

Once a change has been implemented, it can then be reviewed, and closed.
ITIL for HEAT

With Asset Management part of your CMDB, reviewing assets and gathering information becomes enhanced and easy leveraging HiTIL.
ITIL for HEAT

HEAT RICH MAIL

HEAT RICH MAIL is a Microsoft .Net based product that enables organizations to now utilize HTML email with FrontRange’s HEAT Service and Support product. With HTML email organizations can send feature rich survey request, authorizations and notifications to customers and technicians.
ITIL for HEAT

Rich set of WYSIWYG tools!!
ITIL for HEAT

Produce Breathtaking Emails in minutes.
ITIL for HEAT

ITIL for HEAT
ITIL for
HEAT Service & Support ™
Of Course!!!

Customer Self Service
Auto Login to view incidents
Knowledgebase integration
100% Customizable Request types and Forms
Get the information you require to provide the requested service!!!
Full 2 way communication and updates on Tickets

View all tickets or any group!!

Not your everyday portal

COMPLETELY Customizable Issue Request!!!

Customers can see “SELECTIVE” that activity is happening!!

Integration Tools

Integration Launcher
Seamless tie HEAT into most desktop management tools, like SMS, LANDesk Altiris and ZEN.
The Tools your Level 1 Support Needs to keep calls from escalating to more expensive level 2 & 3
Password Reset, Computer Management, Remote Control, Point to Point Software Distribution

Tools at your Finger Tips!!!

Comprehensive Inventory View

History Tracking…

Patch Management

Remote Control

Audit Trail in ticketing tool!!

Password Reset
Every year tens of thousands of calls are logged at the support desk for password reset
An Estimated 30% of all support calls have some type of user security tied to them
Government regulations require that security issues are logged and have an audit trail

Password Reset
Support Active Directory
.Net Architecture
Browser Agnostic
Database Encryption
Integrates tightly to Integration Launcher for Sarbanes-Oxley and HIPAA compliancy
Flexible Customizable Web Page
Flexible Customizable Questions
Audit trail by emailing action success or failure to anyone.

Password Reset
Wizard Driven Web Setup in Minutes

Password Reset
Multiple Domain Support

Password Reset
Customizable Emails and Logging

Password Reset
Customizable Security Page!!

Password Reset
Custom Registration Page

Password Reset
Encrypted Database for Security

Password Reset
Workstation Support

Password Reset
Integration into Ticketing Mail Systems to log and record closure!!

Password Reset
Templates for Integration into SelfService

Password Reset
Integration to Integration Launcher

Password Reset
Make Sure the Help Desk Verifies who they are resetting for!!

Password Reset
Once a caller is identified via security questions, THEN the help desk can reset the password!!