Remote Worker Webinar (Episode 5)
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Steeds meer mensen werken vanuit thuis. Hierdoor is het lastiger om hen goed te bedienen en tevredenheid te bewaren. Hoe zorg je er voor dat nieuwe software snel op de werkplek wordt geïnstalleerd als ze niet op kantoor komen. Hoe breng je de servicebeleving van kantoor naar huis of verbeter je deze zelfs? In deze sessie gaan wij samen met de aanwezigen bespreken hoe de tevredenheid van de thuiswerker verhoogd kan worden en productiviteit gewaarborgd kan worden met daarnaast een verlaging van de workload van de IT afdeling.
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Remote Worker Webinar (Episode 5)
- 1. Remote Worker Series Increase the satisfaction of your home workers through Service Automation & Self-service
- 2. Agenda Introduction Ivanti Service Manager Ivanti Automation Questions Closing
- 3. Who are we Dennis Ranty Sr. Sales Engineer Peter Hensdal Territory Manager – SE+FI Pierre Blom Regional Director- Nordics
- 4. The Home office –Because work is not a place…
- 6. Flatten the curve OF IT REQUESTS WITHOUT AUTOMATION IT PERSONNEL CAPACITY WITH AUTOMATION
- 7. The Enterprise BeforeThe Enterprise Now Internet VPN • Home Working Increase • More Remote Meetings • Maintain Productivity • Additional Security
- 8. Challenge: The Need to Modernize ITSM IT’s contribution to business strategy 35% IT user/customer satisfaction Value of IT to the business 32% 30% Common measures of CIO performance
- 9. Challenge: Users Expect Engaging Experiences Transforming & improving the user experience was #1 strategic priority for IT Service Management SELF SERVICE I’m in control Personalized Immediate gratification 24/7 Learning No waiting
- 10. Requirements for a Modern ITSM Tool Take Action Automation, knowledge, self-service Discover Inefficient processes, redundant activities Provide Insight Risk, workloads, feedback, performance Maximize Operational Efficiencies Proactively Meet Demands and Compliance Improve Experiences & Increase ROI
- 11. The Power of Automation Increase Speed Improve Quality Reduce Costs
- 12. Increasing User Engagement and Satisfaction Self Service Service Catalog Knowledge Search Mobile Aw are 24 x 7 “>80% of end users try to first solve IT problems themselves”
- 14. Service Automation ITSM Trends – Shift left strategy ITSM Trends - Automation
- 15. Service delivery New AD Service account - New AD Service Account File share access request - File share access request: Create File share File share access request - File share access request: Manage access File share access request - File share access request: Delete File Share Employee - Change location - Update Site Windows Upgrade - Windows 10 upgrade - Prepare PC reinstallation Windows Upgrade - Windows 10 upgrade - Update CMDB Third Party onboarding - Third Party Account creation: Create AD Account
- 16. Service delivery New AD Service account - New AD Service Account File share access request - File share access request: Create File share File share access request - File share access request: Manage access File share access request - File share access request: Delete File Share Employee - Change location - Update Site Windows Upgrade - Windows 10 upgrade - Prepare PC reinstallation Windows Upgrade - Windows 10 upgrade - Update CMDB Third Party onboarding - Third Party Account creation: Create AD Account Logistical process (ITIL) Execution process (orchestration) Task execution
- 17. Service delivery Logistical process (ITIL) Execution process (orchestration) Task execution - Product & service catalog - SLA - Approvals - Process automation - … - Provisioning actions - Revoke actions - Exception handling - Orchestration - … - Standard tasklets - Security - Technical infrastructure - …
- 19. Modern Service Management 100% Web based Platform Workflow and Automation Dashboards, Reporting & Analytics Easy Setup & Configure Integration Framework Flexible Deployment (Cloud/OnPrem) Voice Self Service Mobile KEY FUNCTIONALITY
- 20. OmniChannel for Enterprise Service Management Interaction Management Enterprise Service Management Customer Service Finance Facilities HR IT Mobile Voice/ Telephony Email Self Service Portal Hub/ Chatbot Social IT (AI / ML / NLP) Users/Business Partners
- 21. verified Ivanti Service Manager – Application Modules
- 22. Request Management Maintenance Configure with drag and drop Access Easy Easy to use Not only for IT departments Intuitive scalable interface Powerful Leverage existing investments Reduce workload Bi-directional Integrated 1 2 3
- 24. Request Management - Service Offering - 1 Service definition Service categorization Service options
- 25. Request Management - Service Offering - 2 Drag and drop form creation No coding required
- 26. Request Management - Service Offering - 3 Drag and drop building blocks Native integration with automation
- 27. Request Management - Service Offering - 4 Setting permissions Setting access Publish status
- 29. Ivanti Automation Source: Gartner Automation Lightweight, secure and efficient automation platform enabling customers to integrate with any system
- 31. Technology Connectors Leverage your existing technology infrastructure through our extensible APIs or free connectors with various third-party mobile device management, IT service management, virtualization and cloud provisioning, PC lifecycle management, and SaaS solutions.
- 33. New and upcoming connectors & integrations 2020 Q1 2020 Q2 New end to end ISM-to-EPM software deploy prebuilt package Coming in 2020 H2 Expanded
- 34. Real world customer use cases • IT resource and account provisioning / de-provisioning • Server provisioning and Data Center maintenance. • Virtualized Citrix server deployment • Service optimization • Export & Import of data between systems. (EPM to ISM) • “Exam Request System” – Provides dedicated Exam or Student desktop • Automatic patch management • Software deployment integration with SCCM • Server maintenance and log archives • Integration point between ISM, HR and IAM systems.
- 36. Automatic and dynamic build up of deliverables
- 37. Automatic and dynamic build up of deliverables
- 38. End-to-end service delivery flow Logistical process (ITIL) Execution process (orchestration) Task execution - Product & service catalog - SLA - Approvals - Process automation - … - Provisioning actions - Revoke actions - Exception handling - Orchestration - … - Standard tasklets - Security - Technical infrastructure - …
- 39. End-to-end service delivery flow R e q u e s t A D a c c o u n t t a s k C r e a t e t a s k U p d a t e t a s k tasks A d j u s t G r o u p s C r e a t e t a s k s U p d a t e t a s k s C l o s e R e q u e s t
- 40. Flatten the curve OF IT REQUESTS WITHOUT AUTOMATION IT PERSONNEL CAPACITY WITH AUTOMATION
- 41. Remote Worker offer Free offer until 31st October 2020 Additional support and insight to maintain control over your remote workers. Contact your Territory Manager for more information. Peter.hensdal@ivanti.com or +46 705513920. 1 Discover Provide Insight Take Action 2 3
- 42. Q&A
- 43. Thank You
Editor's Notes
- Pierre
- Pierre
- Thanks Pierre and again good morning/afternoon/evening everyone. I just want to take a couple of minutes talking about the ways that we see remote working evolving and how we as organizations can adhere to this while maintaining security, productivity and having happy users. We will focus on Self Service and automation today and Dennis will run through how you efficiently can keep the lights on with the highest level of automation. More and more people are working from home. The corona virus has increased this explosivly. This makes it more difficult for IT helpdesk departments to serve mederkers well and maintain the satisfaction of the employees. - How do you ensure that new software is installed quickly in the workplace when they don't arrive at the office. - How do you bring the service experience from the office to home or even improve it? In this session we will discuss together how the satisfaction of the home worker can be increased and productivity can be guaranteed, while also reducing the workload of the IT department.
- We all know that the countries around the world have the same goals stop the spread of the virus and to Minimize the strain on the healthcare system. The goal is to flatten the infamous curve in order to adequately maintain the capacity of intensive care beds at the various hospitals.
- However, working from home also increases the demand for remote IT help. The demand for IT help with the same number of IT staff and the complexity of remote working is causing a growing pressure on staff, a reduction in quality of service and a poor customer experience in business. In order to stop this trend, we will also have to stop this curve in order to give the IT staff a little more headroom and air to breath. The use of Service automation or service optimization, delivering 24-7 end-to-end automated services can certainly contribute to this.
- Traditionally we have been used to working most of our time in the office but working remote is not a not a new phenomena in itself and the demands for flexibility has been “around for decades ” However the uptake has been pretty slow and random. If we compare a before and after scenario based on the Pandemic, Before the crisis, surveys repeatedly showed that 80% of employees want to work from home at least some of the time and over a third would even take a pay cut in exchange for the option. The experience for remote working might not have been ideal as whole families have been sheltered in one place, but it has given people a taste of what could be, going forward. So why has adoption been so slow and what challenges have held back enterprises from going full scale with remote working, collaboration, online meetings? Well there are likely many answers to that question but what we do know, and what we have seen, since the outbreak of the pandemic is that Companies have been adamant about trying to keep productivity up and invested heavily in building out VPN infrastructure, virtual environments, adding strengthened authentication, adding network capacity and more measures, so we can clearly see that Security in all shapes and forms are on top of the agenda. But is that the one and only thing that needs to be taken into consideration Byt slide Discovery
- IT Service management has been a discipline and practice that’s been around for a long time. However, the expectations and demands on the ITSM teams are increasing so that previous methods and tools are no longer up to the challenge. Just keeping the lights on with the current tools is no longer good enough; legacy tools will not be able to provide the capabilities, functionality and agility needed today and tomorrow. Many IT teams realize that they need to update and modernize their ITSM systems to meet these new challenges. Senior IT executives are being tasked and measured on how well IT is contributing to the business. For example, here’re some examples of how many CIO’s are being measured by these metrics in a recent survey. (Review the metrics). The short answer of why you should care about having a modern ITSM solution is that it’s how your CIO is measured and the ITSM solution needs to support their goals and success for the business. And since ITSM is often the face of IT to the rest of the business, ITSM can directly contribute the success of IT specifically and the business in general. With initiatives like Security Operations, or SecOps, and agile developments to support DevOps initiatives, what was good enough a few years ago is no longer going to be meet these rising requirements. Metrics from Society for Information Management (SIM) 2016 IT Trends Study
- Another challenge is that your users and customers of your ITSM services have rising expectations. No surprise – users and customers expect the same type of experience they have in the outside world with their devices to be replicated as much as possible behind the firewall. A recent survey of over 250 IT professionals by EMA found that the #1 strategic priority for ITSM was transforming and improving the end-user experience. Also, “The top reason for changes made in support centers was to provide a better customer experience - 67% of support centers.” This represents a convergence of factors that are shaping the IT service model of the future. Some call it the Consumerization of IT but it is another challenge (or opportunity area) for the IT service desk to meet. Some of the things users and customers expect more and more include four main areas More Choices Do you present what you offer in a way that makes the benefits clear – price, service, quality, availability? More Control Customers are no longer happy to passively take what they are given. They want products and services tailored to suit, and delivered to them in the way they prefer. Personalization Are you offering one-size-fits-all products and services or do you tailor to meet specific needs and requirements? Fast, Easy Access Customers are much less tolerant of ‘business hours’ these days. They want information quickly and don’t want to work too hard to get it. 24 x 7 access You don’t need to be ‘open all hours’, but you do need to ensure it’s easy for people to find out what you offer, when you’re available and how to contact you. Individualized Attention Customers expect to be recognized and acknowledged. They expect their preferences to be noted and acted on. Some people call this ‘Me-Level’ support – for users and customers, it really is all about ‘me.’ This challenge will only increase – there’s no turning back to the days of when only email and limited phone assistance was ‘good enough.’
- So what does a modern ITSM solution need to do? Oni t his slide you can see some of the key capabilities that it needs to provide. There are more that we can talk about but these are critical. First, it has to be able to eliminate redundant tasks. How many times does your staff do the same things over and over again, such as helping reset passwords? The more tasks you can eliminate or automate, the more time and resources you can free up to focus on more strategic activities. Second point is related. For the tasks you can’t eliminate, they need to be streamlined to improve your team’s efficiency to again free up resources and time. This will also have the added benefit of improving the morale of your team as many times it’s the dreary tasks that most need to be streamlined. Third is improving insight to what is going on with your team, your services, the underlying systems, your users and customers and any associated behaviors and trends with all the above. Gaining this insight tells you where the opportunities are for further improvements in performance, quality and satisfaction. You need to have a tool that will enhance you, the ITSM team and the business the greater agility to identify and respond to critical issues or likewise new opportunities quickly. Where the previous 3 points are about improving efficiency, this last one is about increasing effectiveness and increasing it quickly. It’s about making sure you’re doing the new right thing, and not just doing the usual things better. Lastly, your tool needs to provide all the capabilities you’ll need not just for today but for the future as well. You don’t want to have to migrate to another tool if you run out of headroom or required functionality for the initiatives you need to deliver against. There are other capabilities you’re probably thinking of that we could talk about. But these are core to what a modern ITSM system needs to do to meet the challenges we talked about. With a modern ITSM solution, you will be able to deliver your services more efficiently, develop new services quickly, and provide more engaging user experiences that will increase the effectiveness of ITSM operations. By tracking activities going thru your system, you’ll be able to discover which process can be improved, what activities are redundant, causing a drain on limited resources and time. This will help maximize your operational efficiency. Analyzing the data about your operations and results, gives you needed insight into risks that need to be mitigated, workload that needs to be better balanced, areas for performance improvements, as well as trends to help you better anticipate future demands. And combining the power of automation, searchable knowledge articles, with enhanced self-service capabilities will allow you to take the actions needed to improve your users’ experiences and ultimately increase the value the ITSM team provides to your business. Gartner has an interesting take on another dimension to consider when considering your ITSM tool: “It is imperative to match the needs of your specific organization with a tool that will not only support your current initiatives (at a level that makes sense), but also enable improvement and growth.” Point being that need a solution that won’t just meet your current needs but will also grow with you to meet future needs. This includes both functionality and scalability. Similar to ice hockey – you want to skate to where the puck is going to be; not where it is now. -Gartner, ITSSM Tool Selections Require an ITSM and ITOM Tooling Strategy, July 6, 2015
- Automation is key in a modern solution to help you gain the control you need over workflows and streamline your processes. Used correctly, automated workflows can be the accelerator to freeing up your resources, provide more consistency in your operations, and enable you to modernize service management. Automation can make your operations faster by: Reduced time spent on routine tasks Repeatable and more consistent decision-making It can also reduce costs: Reduce manual activities to increase efficiency Reduced IT systems & maintenance costs Time saved is money saved And improve the quality and consistency of your services: Assign tasks automatically to the right people End-to-end visibility of service level performance Reduced downtime due to unplanned/unapproved changes Freeing up resources allows you to focus on more strategic activities which combined with the increased efficiency of your operations provides you with the agility needed to respond to new requirements faster.
- We talked earlier about the rising expectation from your users and customers for how they consume services and interact with the ITSM tools and engagement. Again, it’s been called the Consumerization of IT, or why shouldn’t my experiences inside the firewall be the same as my consumer experiences on my mobile outside the firewall. They want to have engaging experiences that satisfies and not place speed bumps or roadblocks in their way or otherwise reduce productivity. Technology by itself won’t by itself won’t guarantee an engaging experience but it is a powerful and necessary enabler. A necessary foundation for providing engaging experiences is for service providers to understand their users and customers, to gain a good understanding of their needs, communication preferences, desire to do things themselves, and use of social media. With this foundation, you can use the capabilities in a modern ITSM solution to offer an omni-channel environment that will increase user satisfaction with service management. Workflow automation is the bedrock for streamlining user experiences. As we just discussed, automation is a powerful capability that can increase how fast your technicians can deal with incidents but it also makes it possible to deliver services without the ITSM team being the critical path. As you define workflows to automate, identify the processes that could be initiated or even completed by users themselves; you can start with simple things like status checks, removing a high source of calls for many service desks. Also recognize that many users would like to try to resolve issues or figure things out themselves. So open up more self-service opportunities, like letting users initiate or close incidents themselves, including high volume request like password reset, even over the phone. Integrating a knowledge management capability also helps since users can many times find the answer to a potential issue and figure it out themselves. Add in a service catalog where you offer packaged services that users can select on their own, kicking off automated workflows that can be tracked and often fulfilled without intervention from the ITSM team. Combine all this with full mobile aware access with a well-designed UI, along with 24x7 availability to interact with your automated systems, then you’ve taken another big step to a more satisfying experience. Supporting point from Gartner: “ITSD leaders must realize that the digital workplace requires multi-channel access and high-value collaborative channels that drive satisfaction, loyalty and relevance.” Gartner, IT Service Desk should support digital transformation, Nov 2015 User statistic from Landesk 2015 survey “The State of IT Support”: http://rs.landesk.com/documents/LSI-1517-GlobalReport-TheStateofITSupport.pdf
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- Dennis: Service automation is niet neiuw en bestaat eigenlijk al een tijd, dit kun je zien aan de hand van de trends van 2019 zoals shift left strategie en de trend automation.
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- Dennis Task Automation Run Book Automation Basic Flow Control Targets Servers, Desktops & APIs More than 300 builtin tasks Advanced scheduling Ivanti Automation allows you to view and control all current changes in real-time from the single console, as well as the complete change history for every single agent. All changes within the automation framework are audited to easily detect rogue changes in the framework. Version control – improve auditability, traceability and change control by tracking version updates. Meet compliance initiatives and better manage modules, projects run books and resources with version numbers. Advanced change control – view and control all current changes in real-time from the single console, as well as the complete change history for every single agent. All changes within the automation framework are audited to easily detect rogue changes in the framework. Audit trail – view recorded automation activity to prove exactly when tasks were executed, by who and origin of the request. This provides auditors with accurate, centralized records that they require to prove compliance. Historical reporting – pull detailed reports on all previously executed tasks and queries. Report by job or by agent to meet internal governance policies and compliance requirements.
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- Dennis Connectors – integrate with many data sources and utilize add-ons that integrate with various third-party technologies including mobile device management, IT service management, virtualization and cloud provisioning, PC lifecycle management, and SaaS apps. Extend your enterprise investments by leveraging your existing infrastructure. In addition to being able to integrate with many data sources, RES offers add-ons that integrate with various third party technologies including mobile device management, IT service management, virtualization & cloud provisioning, PC life cycle management, and SaaS applications. Pre-package set of Automation tasks Single use case Focused on extending Automation integration to 3rd party tech Are installable on as needed basis (not included OOTB) Allows rapid updates / capabilities to existing connectors Quickly deliver new connectors Indistinguishable from built in tasks once installed
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- Dennis: Recap- flatten the curve
- Peter: Free Ivanti Cloud till 31st October, but “only” for existing customer. This would allow the customer to remotely monitor and manage devices which is great now that people are working from home. It’s not a replacement for e.g. SCCM, but it could be a great tool for IT-departments who want an easy solution to manage devices in critical times. SCCM does not work that great for remote devices as it in most cases require a VPN tunnel (virtual connection to their corporate network) to manage the devices. Ivanti Cloud Customer Registration: https://go.ivanti.com/web-Free-Trial-Remote_Workers_Cloud-EN.html https://www.ivanti.com/products/ivanti-cloud Q: Where can customers find more technical information on Ivanti Cloud? A: Information on how to get started with Ivanti Cloud, technical documentation, and other technical resources are available here: https://forums.ivanti.com/s/ivanti-cloud Q: How can Ivanti Cloud help customers with their challenges of an expanded remote workforce? A: Ivanti Cloud benefits: Provide a common user experience for all levels of analysts that acts as a console to all data, alerts, automation, and actions. Automate actions and triggers built or scripted that can point to resulting actions both in the cloud or on-prem. See vulnerabilities in real-time like disabled Windows firewalls or encryption that isn’t turned on and take care of them with the click of a button. Get insights from machine learning and AI by pulling data from across your organization Resolve remote problems without a remote-control session for common issues like viewing a device’s task manager, starting and stopping services, troubleshooting a network outage, and executing scripts. Remote-control nearly any desktop from any device with secure, browser-based access.
- Pierre
- Pierre