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Welcome to yourIT Help Desk in the cloud
RemedyForce Service Desk   A Cloud-based IT management solution          Speaker: Paul Donders    Sales & Consultancy Reme...
Agenda  Short introduction to InfraVision  Working in the cloud  Basics of this cloud-based IT Service ManagementSolution ...
InfraVisionOffices:                                          Customer SatisfactionNetherlands: HQ in GorinchemBelgium: Gen...
5© InfraVision BV
The future = today                                            Enterprise                                            Cloud ...
Advantages of the Cloud    Faster deployment    Low upfront costs    Quick results and ROI    Zero-cost, zero-effort u...
Salesforce platform                      © InfraVision BV
An ITIL compatibleIT Help Desk Solution…                                      9                   © InfraVision BV
BMC RemedyForce    Service Desk•   Built on Force.com platform    (SalesForce)        World class availability,        sca...
BMC RemedyForce    Service Desk (cont’d)•   End User Self Service       Broadcasts       Global Search       Personalise• ...
BMC RemedyForce    Service Desk (cont’d)•   Inventory Management        Gain visibility into assets        CI Explorer to ...
BMC RemedyForce    Service Desk (cont’d)•   Problem Management       Save time with templates       Multiple incidents    ...
Configuration Management withexplorer view                    © InfraVision BV
Alignability Process Model•   The Alignability™ Process Model describes the service    management processes in a simple 4-...
Alignability & ITIL•   The IT Infrastructure Library (ITIL)    provides the guidelines for    organisations that want to d...
RemedyForce Mobility   End user      Service Desk Ops      Collaboration                    © InfraVision BV
Chatter          © InfraVision BV
Chatter (cont’d)                                      19                   © InfraVision BV
AppExchange:One platform for all your needs                                         1,300 Apps                            ...
Proven Cloud Security: No Need for Excuses Facility Security                Network Security                        Platfo...
Force.com: World classreliability and scalability   Confidence, Transparency,           and Trust    Live System Status   ...
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Slideshow RemedyForce 2012

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Slideshow RemedyForce 2012

  1. 1. Welcome to yourIT Help Desk in the cloud
  2. 2. RemedyForce Service Desk A Cloud-based IT management solution Speaker: Paul Donders Sales & Consultancy RemedyForce InfraVision © InfraVision BV
  3. 3. Agenda Short introduction to InfraVision Working in the cloud Basics of this cloud-based IT Service ManagementSolution Some insights of RemedyForce © InfraVision BV
  4. 4. InfraVisionOffices: Customer SatisfactionNetherlands: HQ in GorinchemBelgium: GentGermany: Münster 8,3 Account Man.United Kingdom: London 8,7 Projects 8,1 SupportPartners: 4 © InfraVision BV
  5. 5. 5© InfraVision BV
  6. 6. The future = today Enterprise Cloud Computing 1960s 1980s TodayMainframe Client/Server © InfraVision BV
  7. 7. 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 © InfraVision BV
  8. 8. Salesforce platform © InfraVision BV
  9. 9. An ITIL compatibleIT Help Desk Solution… 9 © InfraVision BV
  10. 10. BMC RemedyForce Service Desk• Built on Force.com platform (SalesForce) World class availability, scalability and performance Robust common services Free Trial• Simple UI, Navigation, and Personalisation Display key items on dashboard Create Quick Views for personalised queries © InfraVision BV
  11. 11. BMC RemedyForce Service Desk (cont’d)• End User Self Service Broadcasts Global Search Personalise• Incident Management Save time with templates Inform with broadcasts 11 © InfraVision BV
  12. 12. BMC RemedyForce Service Desk (cont’d)• Inventory Management Gain visibility into assets CI Explorer to view relationships• Includes Alignability Process Model Minimise training Start out of the box © InfraVision BV
  13. 13. BMC RemedyForce Service Desk (cont’d)• Problem Management Save time with templates Multiple incidents attached within a problem• Change Management Change request templates Change assessment & approvals• Reporting & Dashboards Easy to set up Scheduling• Service Level Management Set custom agreements © InfraVision BV
  14. 14. Configuration Management withexplorer view © InfraVision BV
  15. 15. Alignability Process Model• The Alignability™ Process Model describes the service management processes in a simple 4-level structure.• Users can use the Process different levels to quickly access the information they Procedure require to perform their job.• The information is Work instructions at the most three clicks away © InfraVision BV
  16. 16. Alignability & ITIL• The IT Infrastructure Library (ITIL) provides the guidelines for organisations that want to define their service management processes. It does not provide the processes and procedures themselves.• Processes are not enough. They will need to have detailed work instructions behind them to provide a practical benefit to the people who are expected to follow 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. © InfraVision BV
  17. 17. RemedyForce Mobility End user Service Desk Ops Collaboration © InfraVision BV
  18. 18. Chatter © InfraVision BV
  19. 19. Chatter (cont’d) 19 © InfraVision BV
  20. 20. AppExchange:One platform for all your needs 1,300 Apps $500 Million Marketplace © InfraVision BV
  21. 21. Proven Cloud Security: No Need for Excuses Facility Security Network Security Platform Security• 24x365 on site security • Fault tolerant external firewall • SSL data encryption• Biometric readers, man traps • Intrusion detection systems • Optional strict password• Anonymous exterior • Best practices secure systems policies• Silent alarm mgmt • SAS 70 Type II & SysTrust• CCTV • 3rd party vulnerability Certification• Motion detection assessments • Security certifications from• N+1 infrastructure Fortune 50 financial services customers • May 2008: ISO 27001 Certification © InfraVision BV
  22. 22. Force.com: World classreliability and scalability Confidence, Transparency, and Trust Live System Status Security Best Practices Historical Performance © InfraVision BV
  23. 23. Questions
  24. 24. Thank you

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