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Welcome to your
IT Service Desk in the cloud
Paul Donders;
Remedyforce Product Manager
p.donders@infravision.com
© InfraVision BV© InfraVision BV
InfraVision is specialized in professionalizing
Service oriented IT Organizations,
Shared...
3
InfraVision
Partners:
Offices:
Netherlands: HQ in Gorinchem
Belgium: Gent
Germany: Münster
United Kingdom: London
Accoun...
© InfraVision BV
4
© InfraVision BV
The customer revolution
1960s
Mainframe
Computing
1970s
Mini
Computing
1980s
Client
Server
Computing
1990...
© InfraVision BV
Gartner Magic Quadrant for IT Help
Desk
Forrester Wave for Platform-as-a-
Service
+ =
ITSM Leader Platfor...
© InfraVision BV
Fast Easy Open Flexible Trusted
No Hardware
No Software
Automatic Upgrades
Scalable
Any Device
Data Porta...
The platform for the cloud
8
YOU
get to focus on
supporting your
customers
They do
Infrastructure
Services
They do
Applica...
© InfraVision BV
Integrate
Open to Any System
Fit the Business
Customize
Your Business Process
30 million+
Customizations
...
© InfraVision BV
The IT Help Desk Solution…
Alignability™ & ITIL®
• The IT Infrastructure Library (ITIL®) provides
the guidelines for organizations that want to
defin...
Alignability™ Process Model
Process
Procedure
Work Instructions
© InfraVision BV
13
Make Smarter Decisions as a Team
Measure What Matters
Share & Collaborate on Metrics
Anyone Can Get In...
© InfraVision BV
14
Support from Anywhere with Mobile
Mobile apps keep you productive
Optional Remedyforce app for iOS, Bl...
© InfraVision BV
AppExchange:
One platform for all your needs
+/- 1,500 Apps
Marketplace
© InfraVision BV
World class reliability and scalability
Live System Status
Security Best Practices
Historical Performance...
Date 17
Remedyforce built on top off Salesforce
18
World’s #1 platform
Let’s have a closer look
© InfraVision BV
Incident Console
20
© InfraVision BV
Full incident list
21
© InfraVision BV
Self Service
22
© InfraVision BV
23
Self Service Request
© InfraVision BV
Administration
24
© InfraVision BV
CMDB including explorer view
25
Questions
Thank you
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Remedyforce overview 2013

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Remedyforce overview 2013

  1. 1. Welcome to your IT Service Desk in the cloud Paul Donders; Remedyforce Product Manager p.donders@infravision.com
  2. 2. © InfraVision BV© InfraVision BV InfraVision is specialized in professionalizing Service oriented IT Organizations, Shared Service Organizations & Managed Outsourced Organizations for it’s customers by implementing field proven processes and methodologies supported by software from leading vendors in the specific area of Business Service Management. InfraVision Mission
  3. 3. 3 InfraVision Partners: Offices: Netherlands: HQ in Gorinchem Belgium: Gent Germany: Münster United Kingdom: London Account Man.8,3 Projects8,7 Support8,1 Customer Satisfaction 0 10 20 30 40 50 60 70 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 Revenue Growth
  4. 4. © InfraVision BV 4
  5. 5. © InfraVision BV The customer revolution 1960s Mainframe Computing 1970s Mini Computing 1980s Client Server Computing 1990s Cloud Computing 2010 - 2020 Social Revolution 2000s Mobile Computing
  6. 6. © InfraVision BV Gartner Magic Quadrant for IT Help Desk Forrester Wave for Platform-as-a- Service + = ITSM Leader Platform Leader Two industry leaders together
  7. 7. © InfraVision BV Fast Easy Open Flexible Trusted No Hardware No Software Automatic Upgrades Scalable Any Device Data Portability Transparency Real-time Status App Marketplace Extensible Enterprise Cloud Computing Benefits of Multi-Tenant Cloud Computing Social connections through
  8. 8. The platform for the cloud 8 YOU get to focus on supporting your customers They do Infrastructure Services They do Application Services They do Operations Services Support your customer Add additional Business Create your business platform Network Storage Operating System Database App Server Web Server Data Center Authentication Availability Monitoring Patch Mgmt Upgrades Backup NOC Security Sharing Integration Customization Web Services API Multi-Language
  9. 9. © InfraVision BV Integrate Open to Any System Fit the Business Customize Your Business Process 30 million+ Customizations 50% of Transactions through API Extend #1 Cloud Marketplace 1,300+ Applications
  10. 10. © InfraVision BV The IT Help Desk Solution…
  11. 11. Alignability™ & ITIL® • The IT Infrastructure Library (ITIL®) provides the guidelines for organizations 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. Organizations are still expected to do a lot of work.
  12. 12. Alignability™ Process Model Process Procedure Work Instructions
  13. 13. © InfraVision BV 13 Make Smarter Decisions as a Team Measure What Matters Share & Collaborate on Metrics Anyone Can Get Insights Fast Schedule the dashboards and reports
  14. 14. © InfraVision BV 14 Support from Anywhere with Mobile Mobile apps keep you productive Optional Remedyforce app for iOS, BlackBerry Native Self Service App for iOS, BlackBerry Native Chatter app for iOS, BlackBerry, Android touch.salesforce.com HTML5 app for any device
  15. 15. © InfraVision BV AppExchange: One platform for all your needs +/- 1,500 Apps Marketplace
  16. 16. © InfraVision BV World class reliability and scalability Live System Status Security Best Practices Historical Performance Confidence, Transparency, a nd Trust
  17. 17. Date 17 Remedyforce built on top off Salesforce
  18. 18. 18 World’s #1 platform
  19. 19. Let’s have a closer look
  20. 20. © InfraVision BV Incident Console 20
  21. 21. © InfraVision BV Full incident list 21
  22. 22. © InfraVision BV Self Service 22
  23. 23. © InfraVision BV 23 Self Service Request
  24. 24. © InfraVision BV Administration 24
  25. 25. © InfraVision BV CMDB including explorer view 25
  26. 26. Questions
  27. 27. Thank you

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