Mobile-first Service Management Platform
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If you’re an IT leader, then buying Service Management solutions is nothing new. What is new is buying solutions that address the evolved mobile enterprise. With the impact of SMAC (social, mobile, analytics, and cloud) in recent years, requirements have changed. It’s not just about internal-facing IT operations; it’s about reinventing service management for the mobile user, making it easy to deliver and easy to use. It’s about automating and personalizing service delivery for employees and other end users so they get the consumer-like experience engaging with IT that they’ve come to know in their personal lives. For IT, this is an exciting and progressive challenge with the right solution. But, with the wrong solution it can be an expensive disaster that leaves you in stuck in the IT world of yesteryear. Learn what you need to know about today’s Service Management with the following topics: • The market forces and trends driving a new era service management • How to meet the service expectations of your mobile users • What is the impact of not meeting user needs • What is a “mobile-first” solution and why it is important • The 10 “must ask” questions for solution vendors to ensure your success • How to avoid the “gotchas” in service management solutions today Join John Pugh, EasyVista’s Director of Solutions Engineering on this webcast replay in order to get a complete view of what is in store for the future of Service Management. Learn more about EasyVista's Mobile-first Service Management solution here: http://www.easyvista.com/product/mobile-first/
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Mobile-first Service Management Platform
- 1. © 2016 EASYVISTA. ALL RIGHTS RESERVED 1 Good service is good business. John Pugh | Director, Solutions Consulting
- 2. © 2016 EASYVISTA. ALL RIGHTS RESERVED What’s driving change in service management today What mobile users are expecting What happens when user needs are not met What is “mobile-first” & why it is important The 10 “must ask” questions for solution vendors to ensure your success How to avoid the common pitfalls in today’s service management solutions agenda
- 3. © 2016 EASYVISTA. ALL RIGHTS RESERVED We live in a world of frictionless, highly personalized service. Until we get to work...
- 4. © 2016 EASYVISTA. ALL RIGHTS RESERVED 0% 10% 20% 30% 40% 50% Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15 % Time non-mobile workers spend mobile. Mobility is Ironically Static in the Enterprise
- 5. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobility is Ironically Static in the Enterprise 0% 10% 20% 30% 40% 50% Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15 % Time non-mobile workers spend mobile. Two-thirds employees use a smartphone for work
- 6. © 2016 EASYVISTA. ALL RIGHTS RESERVED 0% 10% 20% 30% 40% 50% Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15 % Time non-mobile workers spend mobile. Two-thirds employees use a smartphone for work 45% employees do work on their smartphone daily Mobility is Ironically Static in the Enterprise
- 7. © 2016 EASYVISTA. ALL RIGHTS RESERVED 0% 10% 20% 30% 40% 50% Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15 % Time non-mobile workers spend mobile. Mobile % of total workforce - rolled Two-thirds employees use a smartphone for work 45% employees do work on their smartphone daily Mobility is Ironically Static in the Enterprise
- 8. © 2016 EASYVISTA. ALL RIGHTS RESERVED 0% 10% 20% 30% 40% 50% Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15 % Time non-mobile workers spend mobile. Mobile % of total workforce - rolled Two-thirds employees use a smartphone for work 60% of employees don’t have any mobile apps provided 45% employees do work on their smartphone daily Mobility is Ironically Static in the Enterprise
- 9. © 2016 EASYVISTA. ALL RIGHTS RESERVED 0% 10% 20% 30% 40% 50% Q1 12 Q2 12 Q3 12 Q4 12 Q1 13 Q2 13 Q3 13 Q4 13 Q1 14 Q2 14 Q3 14 Q4 14 Q1 15 Q2 15 Q3 15 % Time non-mobile workers spend mobile. Mobile % of total workforce - rolled Two-thirds employees use a smartphone for work 60% of employees don’t have any mobile apps provided 45% employees do work on their smartphone daily 24% employees “very concerned” about personal privacy on owned devices Mobility is Ironically Static in the Enterprise
- 10. © 2016 EASYVISTA. ALL RIGHTS RESERVED The Focus is Still on the Low Hanging Fruit Base: 451 Research’s Business Decision-Maker survey, Q1 2016.
- 11. © 2016 EASYVISTA. ALL RIGHTS RESERVED • Mobile focus remains on low-hanging fruit • Enterprises have barely scratched the surface on mobile • Employees will find ways to be productive • Mobile breaks ALL norms • Early adopters look to common architectures Where are we now?
- 12. © 2016 EASYVISTA. ALL RIGHTS RESERVED If your service management solution is not aligned to support today’s business and end-user reality, your IT organization will continue to lag behind.
- 13. © 2016 EASYVISTA. ALL RIGHTS RESERVED Designed for the mobile enterprise Optimized for ease of use across devices Focused on the user experience & interface Simplified access for the user What is a “mobile-first” solution & why it is important?
- 14. © 2016 EASYVISTA. ALL RIGHTS RESERVED From “Portal” to “Purposeful”
- 15. © 2016 EASYVISTA. ALL RIGHTS RESERVED For those outside the IT organization, the role of IT is simple: provide technology innovation and support … in other words, deliver technology and service to make my job easier. Simple, right?
- 16. © 2016 EASYVISTA. ALL RIGHTS RESERVED 1. How will it enable my end users, and will they use it? 2. Can the service be accessed from different types of devices? 3. What resources are required to implement and manage it? 4. What does it take to design a new service? 5. Besides IT, what other services can it manage? The 10 “must ask” questions for solution vendors to ensure your success
- 17. © 2016 EASYVISTA. ALL RIGHTS RESERVED 6. How well can it meet the needs of my multi- cultural organization? 7. Can it integrate with my other software and cloud solutions? 8. Can it help control and reduce service delivery costs? 9. How do you ensure my success? 10. Are you focused on service management and partnering for success? The 10 “must ask” questions for solution vendors to ensure your success
- 18. © 2016 EASYVISTA. ALL RIGHTS RESERVED Service management solutions help your IT organization in meeting challenges, creating and integrating services, while effortlessly moving information across multiple organizations.
- 19. © 2016 EASYVISTA. ALL RIGHTS RESERVED 19 19 EasyVista Our Vision: Reinventing service management for the mobile user. Easy to deliver, easy to use.
- 20. © 2016 EASYVISTA. ALL RIGHTS RESERVED 20 20 EasyVista Our Vision: Reinventing service management for the mobile user. Easy to deliver, easy to use. 1,000+ enterprise customers 6M SaaS end users 98% customer renewal rate 1,000+ certified consultants 20+ years of innovation 100% revenue growth in 5 years
- 21. © 2016 EASYVISTA. ALL RIGHTS RESERVED Financial & Insurance Manufacturing Healthcare Professional Services Public Sector Higher Education Retail/Hospitality Media & Advertising Food & Beverage Energy, Utilities Transportation Technology
- 22. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management Easy to Deliver With Codeless Configuration
- 23. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management Easy to Deliver With Codeless Configuration Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation
- 24. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management Easy to Deliver With Codeless Configuration Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation Reduce and control the total cost of service delivery
- 25. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management Easy to Deliver With Codeless Configuration Responsive Design Custom Themes Drag & Drop Widgets Apps Builder Easy IntegrationBuilt-in Dashboards Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation Reduce and control the total cost of service delivery
- 26. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management Easy to Deliver With Codeless Configuration Responsive Design Custom Themes Drag & Drop Widgets Apps Builder Easy IntegrationBuilt-in Dashboards Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation Reduce and control the total cost of service delivery Dramatically simplify and accelerate service creation and management
- 27. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management IT HR Customer Care Any Line of Business User Service Apps Facilities Easy to Deliver With Codeless Configuration Responsive Design Custom Themes Drag & Drop Widgets Apps Builder Easy IntegrationBuilt-in Dashboards Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation Reduce and control the total cost of service delivery Dramatically simplify and accelerate service creation and management
- 28. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management IT HR Customer Care Any Line of Business Purpose built Apps Facilities Easy to Deliver With Codeless Configuration Responsive Design Custom Themes Drag & Drop Widgets Apps Builder Easy IntegrationBuilt-in Dashboards Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation Reduce and control the total cost of service delivery Dramatically simplify and accelerate service creation and management Radically improve the service experience
- 29. © 2016 EASYVISTA. ALL RIGHTS RESERVED
- 30. © 2016 EASYVISTA. ALL RIGHTS RESERVED 30 “IT decision-makers will shift to a mobile- first mindset in 2016.” 451 Group For a Mobile-First World Only EasyVista is purpose-built as a mobile-first experience Device-agnostic Purpose-driven Modern experience Service-oriented
- 31. © 2016 EASYVISTA. ALL RIGHTS RESERVED 31 Moving from: • Enterprise focus on change • Silo “flattener” • Focus on enterprise grade • Integral part of business Moving to: • Just another channel • Consumer-grade • End of a linear stack • Desktop extension
- 32. © 2016 EASYVISTA. ALL RIGHTS RESERVED 32 Available on easyvista.com DOWNLOAD TODAY!
- 33. © 2016 EASYVISTA. ALL RIGHTS RESERVED 33 John Pugh EasyVista | Director, Solutions Consulting jpugh@easyvista.com @jp_easyvista linkedin.com/in/jpugh
- 34. © 2016 EASYVISTA. ALL RIGHTS RESERVED EasyVista Service Management EasyVista automates and personalizes service delivery for employees and other end-users—without a line of code • Radically improving the service experience • Dramatically simplifying and accelerating service creation and management • Reducing and controlling the total cost of service delivery Insert actual screen grab Insert actual screen grab
- 35. © 2016 EASYVISTA. ALL RIGHTS RESERVED Mobile-First Service Management Platform Easy to Use with Mobile-First Proven Power with Comprehensive Service Management IT HR Customer Care Any Line of Business User Service Apps Facilities Easy to Deliver With Codeless Configuration Responsive Design Custom Themes Drag & Drop Widgets Apps Builder Easy Integration Built-in Dashboards Award Winning Workflow Service Catalog Asset & Financial Management Service Manager Embedded Processes Wizard Automation
- 36. © 2016 EASYVISTA. ALL RIGHTS RESERVED Demo
- 37. © 2016 EASYVISTA. ALL RIGHTS RESERVED What Others Say About Us Ranked a “High Performer,” EasyVista has the leading scores against leading competitors in 7 of 8 categories (and ties for 1st in the 8th category). #1 for basic client maturity #3 for intermediate client #3 in the digital workplace 3X lower TCO as compared to ServiceNow and BMC Critical Capabilities “EasyVista continues to innovate and think outside of the box…For a company with such a long history, it is refreshingly innovative and forward-looking.”
- 38. © 2016 EASYVISTA. ALL RIGHTS RESERVED Challenge: Automate and improve support services for 10,000 students and faculty Solution: Replace four disparate systems with a one-click, single interface across any device Results: • Hit 72-hour hardware support and same-day printing support • Significantly cut networking supporting times • Cut charge backs and returns from 45 minutes to real time Case Study: Villanova University “We’re streamlining workflow, improving the experience, and greatly scaling the number of students we can serve through intelligent self-service and rapid resolution.” Nick Bruns, Senior Technology Services Manager, Villanova University
- 39. © 2016 EASYVISTA. ALL RIGHTS RESERVED 39 • Plain language contracts • Structured onboarding process • Flexible service offerings Not Just Happy Customers—Successful Ones Onboarding Ongoing Education Support • User-friendly curriculum • Ongoing training • EV Connect Community • SafetyNet • 24/7 support via Web, telephone and email • Live chat • Multilingual support available • Enablement • Quick Start • Turn Key
- 40. © 2016 EASYVISTA. ALL RIGHTS RESERVED • View real-time availability • Check user connections • Analyze your dedicated instance • Know about planned maintenance • Manage your platform • EV Trust: Confidence through availability, confidentiality, integrity, infrastructure, risk, and analytics My EasyVista and EV Trust 11 data centers 99.997% SLAs for last 12 months 2 cloud management centers 6M user connections
- 41. © 2016 EASYVISTA. ALL RIGHTS RESERVED 20+ Years of Innovation Company founded 1988 Software & Inventory Mgmt 1991 1992 IT Asset Management 1998 IT Web Portal Financial Mgmt 1999 ASP 2003 Codeless & Workflow Engine ITIL integration 2004 SaaS 2009 HR Mgmt 2014 Service apps 2015 G2 Crowd High Performer Top Provider in Gartner Critical CapabilitiesCloud Mgmt Center PinkVerify
- 42. © 2016 EASYVISTA. ALL RIGHTS RESERVED Choosing the Right Service Management Partner • End-user centric experience • Mobile-first design • Ease of use for all • Comprehensive, flexible workflow design • Broad service management capabilities • Support for global needs • Seamless integration • Total cost of ownership • Complete service and support • Track record Easy to Use with Mobile-First Easy to Deliver With Codeless Configuration Proven Power with Comprehensive Service Management
- 43. © 2016 EASYVISTA. ALL RIGHTS RESERVED 43 Evan Carlson | 908-672-9978 | ecarson@easyvista.com Thank you!
- 44. © 2016 EASYVISTA. ALL RIGHTS RESERVED Appendix
- 45. © 2016 EASYVISTA. ALL RIGHTS RESERVED Challenge: Gain more visibility into IT service costs. Solution: IT services that are presented to business users in the way they use to outside of the office Results: • IT manages a growing number of requests with greater ease • LoB managers simply subscribe to services via a catalog • Business users access tailored services from any device Case Study: PwC ”Many business unit directors wish to have greater visibility on the weight that IT costs have on their margins. This tool will provide them with the expected transparency.” Raphael Helion, CIO—France, PwC
- 46. © 2016 EASYVISTA. ALL RIGHTS RESERVED “With EasyVista automating all of our ITSM roles and responsibilities, each helpdesk agent can support and manage 3,500 client mobile devices—a number expected to jump to 5,000 by year end.” Jonathan Steele, Sr. Manager of Technology, Wireless Analytics Challenge: Increasing number of customers with unique service rules, policies, and use cases Solution: One single system for agents to leverage across the entire customer base Results: • Significantly shortened MTTR • Improved resolve times by 23% • Reduced VIP ticket processing by 50+% • Decreased training from 2-3 months to 2-3 weeks Case Study: Wireless Analytics
- 47. © 2016 EASYVISTA. ALL RIGHTS RESERVED Challenge: Centrally manage and control a wide range of IT services Solution: Streamline service management to 9,000 employees with modern a web-based system Results: • Reduced outside development from 90% to 5-10% • Reduced maintenance costs by 75% • Funded solution with 1-year’s maintenance of former system Case Study: Domtar “We needed something more manageable and modern. We work in a very agile technology environment and the limitations and expensive customizations of our old solution affected our productivity.” Benoit Tessier, IT Services Management Leader, Domtar
- 48. © 2016 EASYVISTA. ALL RIGHTS RESERVED
- 49. © 2016 EASYVISTA. ALL RIGHTS RESERVED 49
- 50. © 2016 EASYVISTA. ALL RIGHTS RESERVED
Editor's Notes
- (Welcome, introductions, thank you for your time today….)
- People’s expectations for service have never been higher. Innovations in social, mobile, analytics, and cloud have created a world of frictionless, highly personalized service. Until we get to work. There we are confronted with service offerings that are arduous, fragmented, and clunky. As the gap widens between the service experience at work and outside of it, IT organizations struggle to deliver the efficient, comprehensive, and elegant services that end users feel entitled to. They struggle because their transition to a modern service provider can’t be built on a rigid, governance-heavy approach to IT. That path leads instead to a proliferation of shadow IT projects—teams and business units helping themselves to the services of their choosing. Shadow IT is fraught with risk—data security, compliance, and massive hidden costs. And the problem is escalating. According to a recent Cisco survey, shadow IT is rampant and growing, with companies using up to 15 times more cloud services than CIOs ever imagined. Meanwhile IDC says 61% of enterprise technology projects are now funded by the business and spend by functional areas will continue to outpace IT investments. And according to 451 Group, IT departments are ill-equipped to meet the demand for mobile apps due to budget and resourcing limitations, skills gap, legacy infrastructure, overall technology fragmentation and immature lifecycle workflows.
- Mobile is much more than just a “Device” with a different sized screen.
- As we move from a web world to a mobile app world, a mobile-first design approach isn’t a choice—it’s priority #1. EasyVista is the only Service Management solution that is purpose-built as a mobile-first experience. For us, mobile-first means more than simply enabling service experiences via any device. We define mobile-first as follows: Device-agnostic: The solution leverages responsive design so the experience is seamless across devices of any size screen and operating systems. Purpose-driven: The experience is purposeful. Users can quickly and intuitively pace through to get their needs met, with information presented at the right time to zero in on task completion. Modern experience: The experience demonstrates an appreciation of the way people think and act today—it has to be easy to consume—and rejects old approaches that alienate today’s users. Service-oriented: The experience assumes the user prefers to help him or herself where possible, but also makes it simple to reach a human at any time.
- As we move from a web world to a mobile app world, a mobile-first design approach isn’t a choice—it’s priority #1. EasyVista is the only Service Management solution that is purpose-built as a mobile-first experience. For us, mobile-first means more than simply enabling service experiences via any device. We define mobile-first as follows: Device-agnostic: The solution leverages responsive design so the experience is seamless across devices of any size screen and operating systems. Purpose-driven: The experience is purposeful. Users can quickly and intuitively pace through to get their needs met, with information presented at the right time to zero in on task completion. Modern experience: The experience demonstrates an appreciation of the way people think and act today—it has to be easy to consume—and rejects old approaches that alienate today’s users. Service-oriented: The experience assumes the user prefers to help him or herself where possible, but also makes it simple to reach a human at any time.
- We have a strong and growing customer base across North America and Europe that we’re helping to solve this exact problem. This base spans all kinds of industries, from financial services, retail, healthcare and technology to higher education, public sector and professional services, and more. Our customer base represents world-renown business leaders as well as up and coming enterprises.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- As we move from a web world to a mobile app world, a mobile-first design approach isn’t a choice—it’s priority #1. EasyVista is the only Service Management solution that is purpose-built as a mobile-first experience. For us, mobile-first means more than simply enabling service experiences via any device. We define mobile-first as follows: Device-agnostic: The solution leverages responsive design so the experience is seamless across devices of any size screen and operating systems. Purpose-driven: The experience is purposeful. Users can quickly and intuitively pace through to get their needs met, with information presented at the right time to zero in on task completion. Modern experience: The experience demonstrates an appreciation of the way people think and act today—it has to be easy to consume—and rejects old approaches that alienate today’s users. Service-oriented: The experience assumes the user prefers to help him or herself where possible, but also makes it simple to reach a human at any time.
- As we move from a web world to a mobile app world, a mobile-first design approach isn’t a choice—it’s priority #1. EasyVista is the only Service Management solution that is purpose-built as a mobile-first experience. For us, mobile-first means more than simply enabling service experiences via any device. We define mobile-first as follows: Device-agnostic: The solution leverages responsive design so the experience is seamless across devices of any size screen and operating systems. Purpose-driven: The experience is purposeful. Users can quickly and intuitively pace through to get their needs met, with information presented at the right time to zero in on task completion. Modern experience: The experience demonstrates an appreciation of the way people think and act today—it has to be easy to consume—and rejects old approaches that alienate today’s users. Service-oriented: The experience assumes the user prefers to help him or herself where possible, but also makes it simple to reach a human at any time.
- EasyVista is a service management platform that automates and personalizes service delivery for employees, field technicians, resellers, or customers—without a line of code. EasyVista radically improves the service experience. No other solution comes close to our end user experience. This ease-of-use is based on three design principles: 1.) a highly user-centric design, 2.) the abstraction of complexity based on years of experience, and 3.) a mobile first approach. We also simplify and accelerate service creation and management. With a longstanding engineering team and customers using our product in global environments for up to 15 years, we’ve had the time to test, learn, and refine the automation of service management. No other company has the same depth of process because we’ve been at this twice as long as the closest competitor. Our codeless configuration is key. Our solution includes 400+ pre-configured wizards, representing all kinds of process building blocks that require no code. So services are created in weeks, not months. Lastly, we also reduce and control the cost of service delivery, by accelerating service deployment, lowering development costs, increased self-service and higher end user adoption, reducing the cost of shadow IT, and reducing professional services costs.
- EasyVista is made of up three important components: At the foundation is Service Manager, a comprehensive service management platform for IT professionals to manage the entire service management lifecycle. It features powerful capabilities including award-winning workflow, embedded processes based in ITIL, a service catalog, and more. On top of that, we have our Apps Builder, an intuitive, interface for IT professionals and LOB leaders to build service apps. What’s most important here is codeless configuration, which translates to fast, easy service delivery. Lastly we have our User Service Apps for employees or other end users to resolve problems, get information and request service—anytime via any device. It’s one single place for all their service needs—whether that’s IT Services, HR Services, Financial Services, Customer Care, or some other line of business service. This app service experience is based entirely on a mobile-first design, which means unprecedented ease of use.
- Let’s take a look at EasyVista in action. Demo should be patterned after the previous slide’s content.
- We are very proud of the market validation we’ve received. Gartner ranked us as the #1 option among ITSM solutions for “basic client maturity.” They also ranked us in the top three for ITSM solutions for “intermediate client maturity” and in the top three for digital workplace ITSM use. Plus, they highlighted us having times lower TCO than ServiceNow and BMC. A 451 Group report called us out as thinking outside of the box and being innovative and forward-looking. And G2 Crowd, the world’s leading business software review platform, ranks EasyVista as a “High Performer.” And we have the leading score against our competitors in 7 of the 8 categories (we tied for first place in the eighth category). This is especially meaningful to us because it represents the customers’ own voice.
- Let’s take a look at a real customer example…. The IT organization at Villanova University in Philadelphia was in transition, looking to improve service to its 10,000 students and faculty. The IT team wanted to replace four disparate IT systems while streamlining and automating student and facility support services—regardless of what combination of connected devices they brought with them. Villanova reviewed 20 vendors before narrowing their search down to EasyVista, Cherwell, and ServiceNow. Ultimately, Villanova chose EasyVista for its full feature set, scalability, ease of configuration, and price. Today, the university’s TechZone offers support with innovative self-service and knowledgebase options. The seamless experience includes everything from campus maps to IT services and even reporting of dorm room issues. The results: They achieved 72-hour hardware support levels and same day printing support They reduced networking supporting times significantly They decreased call in turn around times for charge backs, returns, and hardware and software status from 45 minutes to instantaneous results
- We believe in successful customers—not just happy ones. That’s why we’ve built a strong services and support offering designed to ensure you get the most from your investment with EasyVista. 1.) For new customers, we have a strong onboarding process to ensure your success right out of the gate. ONBOARDING Flexible service offers – enablement, quick start, turn key – methodology differences Plain language contracts Structured onboarding process – dedicated project manager, develop the work plan specific to the customer based on previous experience and customer requirements 2.) Once customers are up and running, we have a host of avenues for ongoing education so you can leverage the full power of our solution over time. DELIVERY & EDUCATION User friendly curriculum – easy to follow, hands on, lots of lab work, structured to encourage your attention, designed for retention Ongoing training - regional scheduled training, certification training, advanced topic workshop training, custom design training Community – EV Connect Forum user supported, EV Voice (enhancements), EV Mind blog, and in person customer events 3.) Lastly, when it comes to support, we have a robust and comprehensive support system in place to make sure that whenever you need help, we are there to take care of you. SUPPORT SafetyNet – managing the transition period from project to post-go-live standard support ensuring strong handoffs and optimal user adoption. 24/7 support via Web, Telephone & Email Multilingual support available Live Chat
- My EasyVista is a portal where you can log in to view real time availability, check user connections, analyze your dedicated solution instance, find out about scheduled maintenance, and request support. Trust and transparency are critically important. They are they foundation of everything we do. EV Trust is our promise to customers in terms of providing high levels of availability, confidentiality, integrity, infrastructure, risk, and analytics. Every day. That’s why our solution is supported by 2 cloud management centers and 11 data centers. It’s why we’ve achevied 99.997% SLAs for the last 12 months. And it’s why we have 6M connected users.
- EasyVista has a deep track record in service management. Founded in 1988—we are still led by our two original founders, CEO Sylvan Gauthier and COO Jamal Labed. Just a few highlights to illustrate the evolution of our strategy: In the early days, our company cut its teeth in ITSM—the hardest of service areas. For years, we did deep innovation in this area and focused on refining best process and practices. With that strong foundation, we moved into adjacent service areas such as Asset and Financial Management, expanding our service footprint into new business units. In early 2000, we integrated with ITIL, embedding those best practices into everything we do (and we were Pink Verified in 2006). This continues to be a major differentiator for us today. Also around 2000, we built the first generation of the workflow engine we have today. We also began groundbreaking work in codeless configuration and that’s when we became of value to line of business leaders who needed services but needed them to be easy to build and deliver. From there, it was about moving to the cloud and ultimately to mobile with our service apps—so our reach extended even further—to end users themselves. Validating our innovation and our long-term strategy, Gartner ranked us in the top 3 in all categories of its Critical Capabilities Report in 2015. In addition, almost 50 of our customers have taken to G2Crowd to share their satisfaction with the product.
- Selecting a service management partner is a big deal. It’s a strategic decision that has lasting impact. Here’s what we want you to remember about us: When it come to ease of use, we are the leader when it comes to delivering an end user-centric experience that is critical to adoption and long-term success; a mobile-first design—which is expected in the workplace; and simple, easy user experience across all constituents so everyone can get up and running quickly. With respect to a solution being easy to deliver, we shine in terms of having a comprehensive, flexible workflow design grounded in industry standards and offered in a codeless approach. We also offer a broad service management capabilities so you are prepared for all kinds of services, not just IT services. Our solution covers your global needs, in terms of support, scalability, multi-lingual capabilities, time zones and more. And We provide seamless integration so your solution easily integrates with a host of systems and applications. Lastly, when it comes to partnering with company that offers proven power with comprehensive service management, we believe we have the most compelling TCO and cost efficiencies. We also have a complete service and support including strong onboarding support, good ongoing education, and highly available support. And we have a proven track record of success, including a strong customer base and high customer retention rates.
- Let’s take a look at EasyVista in action. Demo should be patterned after the previous slide’s content.
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- A leading supplier of enterprise managed mobility services, Wireless Analytics makes mobility management easy and efficient. As the company grew, it found itself with an increasing number of customers, each with unique service rules, policies, and use cases—and all wanting higher levels of service and support. Bottom line, Wireless Analytics had outgrown its helpdesk solution. The company looked at 70 different solutions, including BMC, Cherwell, ServiceNow, and open source options. Ultimately, Wireless Analytics selected EasyVista, valuing the company’s one-click mobile access to any enterprise service. Today, EasyVista allows all tickets to be created in one system so that for the first time, agents no longer have to monitor multiple screens and platforms. Wireless Analytics can train on its technology and processes while the customer uses its own system and reporting. Eliminating this double duty was a major coup in terms of efficiency, agent productivity, and improving the customer experience. The results: Significantly shortened its mean-time-to-resolution Improved average time to solve by 23% Reduced VIP ticket processing by over 50% Decreased time to train from 2-3 months to 2-3 weeks
- Domtar is a $6 billion paper manufacturer and one of North America’s largest producers of paper grade pulp. Domtar’s IT team wanted a web-based solution to centrally manage services to the company’s 9,000 employees. Based on 600 vendor criteria and a review of 11 solutions, Domtar selected EasyVista. Today employees can go online not only to enter service requests and incidents but to track tickets—something that wasn’t possible in the past. From a service management perspective, Domtar can implement configuration changes in an average of one week, and some configuration can be done in a few hours. With ITIL embedded in the process, team members don’t need to know complex processes by heart. Pre-defined workflows make sure IT engages the right people at the right time. Reporting-wise, Domtar can easily access all kinds of information on operations. And for the first time, the company has information about what’s going on in the field, leading to several service improvement initiatives. The results: Reduced outside development by external consultants from 90% to 5-10% Reduced maintenance costs by 75% Was able to rip out its outdated solution and replace it with EasyVista for just a little more than the one-year maintenance cost of the previous system