Empower Your Workforce Through Self Service
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As your company and your people become increasingly dependent on IT services—and as the relentless pace of business change drives greater “churn” in who needs what, and when—conventional approaches to IT service management are fast becoming obsolete. By implementing RES ONE Service Store, your company can handle the intensifying IT service management requirements with ease, efficiency and excellence.
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Empower Your Workforce Through Self Service
- 1. 1 © 2015 RES SOFTWARE – ALL RIGHTS RESERVED Webinar - Empower the workforce through Self Service
- 2. 2 Your Hosts today Eddie van Ravesteijn Tel. +316-38031284 e.vanravesteijn@ressoftware.com Eddie_v_R Rahil Raja Tel. +44 (0)-1189 65 79 83 Rahil.raja@ressoftware.com
- 3. 3 Transform the digital experience of your workforce with an automated, intuitive service app store
- 5. 5 Market Challenges & Pressures Workforce Enablement & Productivity • Employees more mobile, have new IT needs every day • Volume & diversity of workforce service requests rises • Poor employee engagement = lost productivity Pressure for IT to Deliver More Business Value • Many manual & fragmented IT processes • Shadow IT increases • High costs; Shift left initiatives Security & Risk Mitigation • Gaps in policies governing access to services • Many companies run to minimize risk, not improve productivity and agility
- 6. 6 Departing Employees take Corporate Data Problems with Talent retention & acquisition Challenges in the Marketplace
- 7. 7 RES ONE Service Store • Empower workforce with self service • Offer automated delivery & return of apps & services • Personalized services to each person’s digital workspace • Efficient onboarding & secure offboarding
- 8. 8 RES ONE Service Store Benefits Increased Productivity • More productive & engaged workforce • Better allocation of IT staff & skills Lower cost of IT operations • Greater utilization of technology investments • Greater organizational agility Greater security & compliance
- 10. 10 Why RES?
- 11. 11 RES ONE Service Store Capabilities • Predictive & Automated • Identity warehouse • Automatic rules-based service/account de-activation • People Centric • Intelligent, predictive personalization • More than just apps, more than just IT services • Quick Time to Value • Flexible and simple integration • Line-of-business delegation
- 12. 12 Automating the Lifecycles of IT Services • Triggered by Business Qualification • Delivered Proactively • Intuitive Self-Service for Users • Access Secured & Personalized • Modern, Future-Proofed Technology User
- 13. 13 Your Next Step towards Better IT Customers often begin their journeys towards proactive, automated IT via one of these projects: Automatic User On- and Off- Boarding Reduce Service Desk Tickets Offer an Enterprise Service Store Proactive Service Automation Provide Context Aware Service Access
- 14. 14 Poll Question
- 16. 16 ONE Service Store = Increased Workforce Enablement with Faster Onboarding • SLA reduced from 5 days (sometimes 3 weeks) to 15 minutes • Reduced service desk tickets by 45K per year (goal succeeded by 135%) • Eliminated outsourced service for better IT / employee engagement • Reduced onboarding a new employee from 3-5 days to just a few minutes; Productive on Day 1
- 17. 17 ONE Service Store = Enhanced User Experience • 27,000 active users • Improved SLAs - support response times reduced from 1-3 days down to 30 seconds • More than 500 services, including 450 apps via Kingston Service Store • 200,000+ IT requests have been automatically fulfilled via the RES ONE Service Store
- 18. 18 “RES IT Store not only increases efficiency for IT and is a seamless mechanism for end-user self service, but it helps enable the paradigm shift to user-oriented service delivery, unshackled from the device-centric desktop tools.”
- 19. 19 Demo Time
- 20. 20 Q&A
- 21. 21 Thank you! Thank you for attending this webinar • Submitted questions, not discussed in our webinar today, will be answered off line • You will receive a recording of the webinar within a week Contact us via +31 73 622 8800 or via ressoftware.com/nl/contact-us with any inquiries you may have
Editor's Notes
- Organizations can improve operational efficiency by automating business processes and IT service delivery. Businesses need to look at empowering the workforce through self service, and the automated delivery and return of apps and services
- Poll Question 1: How much % of your IT Service Delivery is automated within your company? 0 – 25 % 25 – 50 % 50 – 75 % > 75 % I have no clue
- We often hear from customers that their employees have new IT needs every day. Employees are more mobile, need to work from multiple locations, and on multiple devices. Service desk tickets are multiplying. And every day, IT staff has to respond to those needs. But the many processes by which workers communicate their daily needs to IT—and by which IT responds to those needs—are often fragmented, manual and sometimes random. And as your business becomes more dependent on technology, the volume and diversity of your workforce’s IT requests - any request (app, or any other service request an employee would pick up the phone and call the service desk for - will just continue to grow and grow. As a result, we hear that many companies suffer from lost productivity because of slow responses to workforce needs. Valuable IT staff time is excessively consumed by repetitive, routine tasks resulting in employee frustration that undermines engagement and morale. There is a lack of adoption of investments in apps and services because workers are unaware of available resources. IT needs to reduce costs, evaluate how to “shift left” – move more requests from support level 3 to level 2, to level 1, even “Level 0” - where employees can get what they need themselves. Inadequate enforcement of policies governing worker access to apps based on parameters such as job title, department, temporary use of non-secure public wifi, etc., are also challenges. The end result of these symptoms is often a “shadow IT” environment which undermines business performance, creates security and compliance risks, and prevents IT from delivering its full potential value to the organization.
- Many customers are using the RES ONE Service Store to empower the workforce with self service, available 24x7 to help reduce the challenges of Shadow IT. IT can now offer automated delivery & return of apps & services. These can be personalized services to each person’s digital workspace. Organizations can simplify employee onboarding, better secure offboarding, and streamline employee lifecycle management. Many companies today are challenged with effectively managing their employee’s lifecycle throughout their tenure. This includes the extended workforce of temporary employees, contractors, consultant, and interns. RES helps organizations deliver and provision applications, content and services to employees throughout their lifecycles within the organization and automates those various repeatable tasks.
- The RES ONE Service Store is an automated, intuitive service app store that transforms the digital experience of the workforce. Context-aware intelligence and subscription management capabilities allow IT to proactively deliver and revoke technology access and services whenever employee roles and responsibilities change. And those employees also have access to a consumer-like, personalized, self-service destination for all the business and technology apps and services they need to be productive. The ONE Service Store integrates with an organization’s existing technology, to maximize earlier investments while allowing for better agility.
- Poll Question 2: Does your organization offers a Self Service solution for its employees? Yes Yes, but not (yet) fully operational No I have no clue
- We anticipate needs and requests before they happen and deliver them as an automatic subscription Identity Warehouse RES ONE Service Store gathers data from external data sources such as HR systems, payroll, etc., to create personalized profiles that help determine which IT resources each person should have access to at any given time Automatic rules-based service/account de-activation RES ONE Service Store can immediately suspend all of an employee’s IT access privileges the moment HR registers their termination—thereby eliminating one of the most common security and compliance issues faced by businesses today People Centric Intelligent, predictive personalization From the moment an employee is hired, RES ONE Service Store can predict 80% of the services that an employee will need based on his or her title, department, project assignments and other attributes, as collaboratively defined by IT, HR and LOB managers. Entitlements are continuously and automatically updated based on any changes in the employee’s role and responsibilities. More than just apps, more than just IT - Application self-service probably only makes up 20% of all IT services – the other 80% of IT services should be made available through proactive subscriptions. Does someone need a new printer? Make it a self-service request. Are forgotten passwords bogging down the help desk? Make the reset a self-service request. The possibilities are endless as services can become an automated request entered through the RES Service Store. It’s not only for IT services. Many customers are telling us they are using it to help with the Business – from requesting taxi services to ordering additional reams of paper for the copy machine. Quick Time to Value Line-of-business delegation In many cases, administration of certain services and access privileges is better performed by an LOB manager than by IT or the workers themselves. RES ONE Service Store makes it easy to assign administrative authority wherever it’s most appropriate to do so. Flexible and simple integration. RES ONE Service Store can integrate with help desk/service desk environments, enterprise mobile management, SaaS, PCLM, Cloud provisionig and other systems that support the enterprise workforce to ensure seamless, well automated self-service.
- Mention all differentiation points for RES Service Store
- Poll Question 3: What is the average time to onboard an employee at your company? 1 day 2-3 days 4-6 days >6 days I have no clue
- Link to case study: http://www.ressoftware.com/sites/default/files/Case-Study-Intuit.pdf Adopting the RES ONE™ Service Store Solution allowed Intuit to more closely align its business and IT services and re-allocate IT service priorities. Increasing the number of IT issues users can resolve on their own empowers users with a consumer-like experience and frees Intuit’s IT services to focus on more strategic initiatives. CUSTOMER CHALLENGE: Employees wanted to be mobile using both MACs & PCs 40% of workforce is seasonal; need on/offboarded each year Onboarding process took 3-5 days of manual effort; no strong offboarding practice Service desks calls too high to support internally so turned to outsourcing SOLUTION: Used RES Service Store to automate on/offboarding along with self service Created one-stop destination for employees to access IT services & apps CUSTOMER RESULTS: Reduced service desk tickets by 45,000 annually & eliminated the outsourced service for better IT/employee engagement Reduced onboarding (Exchange acct, privileges, email, etc.) a new employee from 3-5 days to just a few mins & eliminated risk with automated offboarding Increased customer net promoter score as consultants delivered higher level of service
- Link to case study: http://www.ressoftware.com/case-study/kingston-university The RES ONE™ Service Store gives Kingston University’s diverse users the ability to compose and manage their own IT environments CUSTOMER CHALLENGE: Needed to manage 27,000 active users - students, faculty & staff Poor user experience; Slow login times, 3-10 minutes without roaming personalization Bloated workspace - Pushed everything to everyone model Limited desktop control The RES ONE™ Service Store gives Kingston University’s diverse users the ability to compose and manage their own IT environments SOLUTION: Implemented ONE Service Store to provide a managed service model which enabled flexible delivery and user self-service Automated common requests for IT and other business services & apps CUSTOMER RESULTS: Improved SLAs - support response times reduced from 1-3 days down to 30 seconds More than 500 services, incl. 450 apps now avail via Kingston Service Store 200,000+ IT requests have been automatically fulfilled via the RES ONE Service Store
- RES was honored to receive the coveted Gartner “Cool Vendor” award. Report details: Cool Vendors in Infrastructure Services, 2015 Published: 10 April 2015 Analyst(s): Fred Ng, Federica Troni, Eric Goodness, Nathan Hill The vendors profiled here deliver value to business and IT users through their innovative services and new approaches to enabling business benefits. They help clients address the key challenges they face today in the digital economy
- RES ONE Service Store provides an intuitive, consumer-like self-service interface where workers can easily select from the IT resources they are currently permitted to access and return applications when not needed or in use. This also acts as a sophisticated service catalog where it contains a complete list of all active services offered through the RES ONE Service Store. This can be any type of IT and non-IT service. This is also where you can configure service qualification by reading data from the Identity Warehouse.
- With a new mobile UI, the RES ONE Service Store’s mobile app allows employees to easily view, request and manage their available corporate applications and services from their mobile devices. Organizations and employees can now have access to a consumer-like, personalized, self-service destination for all the business and technology apps and services they need to be productive. RES ONE Service Store integrates with an organization’s existing technology, to maximize earlier investments. The RES ONE Service Store app will be free to download form the iTunes and Android Store. Some of the features will include the ability to View, request and manage available corporate applications and services Approve employee requests for applications and services Request on behalf of employees relevant applications and services Return unneeded applications and services
- Simplified Visual Workflow The delivery and return workflow happy path is shown on the main Workflow screen. This give a quick overview of the steps of a Workflow assuming that nothing went wrong. Detailed workflow editor screen will show more information about the workflow in a graphical manor. We automatically layout the workflow to present it in the best possible way without having overlapping lines and complicated screens. Workflow additions and modification locations are also marked on the screen with a + to help design new workflows. This Workflow screen is also used in the Transaction View to show the path that the workflow is taking or has completed. Very easy to see at a glace what is or has happened!
- The dashboard provides visual representation of real-time data including adoption and use of RES ONE Service Store services and application. This includes # of service transactions, changes, days since last sync, and licenses remaining stats at a glance.
- The identity warehouse collects qualification information from external sources, such as Human Resource or Payroll systems, to determine the identity of a person and map to other systems such as Active Directory. It uses data connections to determine who should have access to services and uses categorization to determine why people should have access to services in the catalog. Employees have access to appropriate services based on title, department, project assignments, and other attributes as collaboratively defined by IT, HR and LOB management. Only services that they are qualified for will be available for self service.
- The service subscription engine that allows for automatic delivery and return of services based on qualification through the identity warehouse. Track service status easier. Service workflows are triggered by qualification and can be done via self service, re-provisioning (due to organizational change, for example), or proactively automatic. Through subscriptions, services will automatically be returned as soon as people no longer qualify or when they manually cancel the service.
- The RES IT Store Service Panel enables delegation of service requests. This means that service desk or an application owner can request services for other people. Self-service typically only allows the request of services to the person requesting the service. The service panel will empower the user and business to do more them selves without any manual interaction by IT.