Nimsoft SaaS Service Desk Essentials - presented at CA World 2011

Nimsoft Service Desk Essentials
GN006sN
Sandeep Soman - Product Management - November 16th 2011

@nimsoft & @sandeepsoman Page 1
© Nimsoft, all rights reserved

abstract

Sandeep Soman
Nimsoft, Sr. Principal Product Manager

Your service desk might be the only IT resource guaranteed to touch
everyone in your enterprise. Learn how Nimsoft Service Desk accelerates
your responsiveness, efficiency, and alignment to your business. In this
session, product experts from Nimsoft will discuss how you can benefit
from using Nimsoft Service Desk by coordinating and accelerating incident
response and proactive IT management—so you can increase end user
satisfaction, reduce costs, and meet business objectives.


agenda

Market Segmentation
Nimsoft Service Desk Overview
Licensing
Features/Benefits
Questions


market entry points

Market 1 Very Large

Replacing existing legacy
on-premise service desk
applications from
Market 2 BMC Remedy,
HP, IBM,etc
Replacing existing
on-premise
entry level help desk
applications from
BMC Express,
VMWare SD Mgr,
FrontRange,
Numara, etc.
Small


nimsoft service desk
An ITIL v3 complete service desk solution

Best practices compliant
» Real-world experience-based

Service Provider ready
Easy to buy, deploy and
manage
» Low TCO
» Flexible pricing
» SaaS or On Premise

Complete offering


part of nimsoft unified manager
Nimsoft extends solution to IT Management as a Service:
Unified IT Management from the data center to the cloud
Nimsoft Service Desk
» Efficient, complete,
best practices-based
» Real-world proven
» Ready now for Service
Providers and Emerging Enterprises

Nimsoft Unified Manager
» Common user experience
» Common architecture
» Pay as you consume
» Consume as you business requires


best practices and experience
Years of experience built in
» Designed and built by a Service Provider Service Operations
» Incident Management
» Ability to start with standard » Problem Management
configurations pre-loaded » Request Management
» Event Management

Service Transition
» Change Management
» Service Asset Configuration
Management
» Knowledge Management

Service Design
» Service Level Management
» Availability Management


nimsoft service desk: simple SaaS licensing

License Types
» Fixed (Named) License: Designed for the Individuals who work on the help
desk full time
» Floating (Concurrent) License: Designed for the individuals who work on the
help desk part time and usually shared by multiple individuals
» Self Service (End User): Free of charge. No license needed
Includes:
» Production & Staging instances with full ITIL based workflow
» All infrastructure requirements such as hardware, software & backups
» 24 X 7 Support via web, phone & email
» Automatic upgrades while keeping client customizations


benefits for your organization

Configure don’t code Adaptable workﬂow
» Workflow is 100% configurable allows you to meet your
» No programming skills required speciﬁc business needs
without custom code
» Configuration not lost in upgrades
Simple Pricing Model Simple
» Pay per user implementation
» Fixed or floating licenses shortens your time to
value
» Free end user access
Cost Savings Seamless upgrades
» Automated Free Upgrades make it possible to get
the latest improvements
» No Infrastructure Required without ripping apart
your implementation


benefits for your users

Workflow focuses on actions
» Tell Nimsoft Service Desk what to do, don’t guess based on status changes
Tried and True Interface for Service Desk Agents
» High Throughput, Multi-Window design
- Keep individual Incidents, Change Requests, etc. open while working in other
parts of the system
» Easy to use Portal Web Interface
» Available anywhere anytime
Self Service available by
Automatic incident
web or e-mail creation lets you
proactively address
potential service
interruptions


customer success stories
Scalability & Integrations
» Global IT Services, Facilities, Compliance, Datacenter Operations
- 1400 agents, 47,000 employees, ~50000 tickets/month, 60+ countries…integrated into
desktop support, datacenter operations and global facilities
Adoption
» IT Services, Facilities and Vendor Management
- 200 agents, 3000+ employees, 4000 tickets/month, 15 countries…Nimsoft Service Desk
was the second most widely used application within first 4 months of deployment
Lower TCO
» IT Services & Compliance
- 15 agents, 350 employees, 500 tickets…primary tool for managing PCI compliance
controls
Time to Value
» Customer Service
- 40 agents, supporting 35,000 external customers, 10,000 tickets/month…
production in 4 weeks


service catalog & request
Request management through Service Catalog yields efficiency
» Self service and automated intake & routing reduce costs
» Clear communication with the end users for more satisfaction
» Use Service Catalog and templates for efficient user service requests

Features
» Single web portal for all requests with email option
» Service catalog for standardization of normal requests
» Automated classification and routing based on templates


incident management
Incident Management Boosts Service Levels
» Increased Efficiency
- Tight integration of Knowledge
Management
» Accelerated Resolution
- Prebuilt incident templates increases
1st contact resolution & improves
time to resolution.
» Workflow that Enhances Efficiency
and Quality
- Ensure that analysts are able to follow the
correct process and deliver expected service levels.

Features
» Incident Models to automate standard processes
» Automatic routing based information
» One-click actions for status changes


incident management


problem management
Problem Management Reduces Future Issues
» Identify recurring or ongoing IT issues to keep business services
running efficiently
» Increase efficiency by linking multiple incidents to a single problem,
including the workflow to close all related incidents
Features
» Initiate a pre-populated problem from incident
» Associate multiple incidents
to a single problem
» Graphical view of related CI's
to affected service
» Add analysis on root cause,
impact, and more
» Add workaround, solutions,
or known-error information


change management
Change Management Helps You Be Agile
» Make changes with minimal disruptions by using standardized procedures
for highly efficient, rapid processing
» Evaluate, prioritize, plan, test, document, approve and implement change
requests through the organization.
» Meet objectives for SOX, PCI, and other compliance requirements.
Features
» Initiate change requests
from incidents or problems.
» Electronic CAB
» Decisions with comments via Web interface or email.
» Automatically notify all change stakeholders
» Identify assets/CIs and services that may be affected.
» Schedule changes on change calendar.
» Complete audit trail


change management


configuration management
Configuration Management Helps Quality Service
» Centralized, comprehensive view of IT data
» Associates affected groups with changes
and outages
» Define and manage relationships and
dependencies for rapid diagnosis and
accurate planning
Features
» Model and provide detailed
information on all CIs
» Graphical view of relationships
» Associate CIs with changes and outages
» Track history
» Take discovery or import data to populate


configuration management


knowledge management
Improves Efficiency
» Information at your fingertips aids in resolving service issues in a timely and
efficient manner based on proven experience.
» Tight integration ensures quick and timely access.
» Improved service quality by giving technicians and end users easy access to
the knowledge base.
Features
» Search from ticket
» 1-click creation from incident
» Report on used knowledge
» Auto classify tickets
» Create FAQs and manage access
» Bulk import of 3rd party knowledge


service level management
Service Level Management is Key to Customer Satisfaction
» Achieve the highest level of customer satisfaction by tracking your
team’s performance against agreed upon service levels
» Manage SLAs from end-to-end, including OLAs & UCs
» Proactively manage service level objectives, including tracking
compliance using automatic escalation and assignment rules

Features
» Report on service level adherence metrics
» Configure multiple levels of escalation
» Configure SLA rules by service, ticket attribute, or support group
» Receive custom alerts when there is a potential SLA breach
» Add SLA exceptions, including by business hours, holidays, reduced service times,
maintenance windows, and more


service level management


measuring customer satisfaction
Service Feedback is a True Measure of Customer Satisfaction
» Measure perception of Customers on how well services are delivered
» Conduct survey when experience is still fresh in their minds
» Leverage customer feedback as a continual improvement model to
enhance service delivery & perception to Customers

Features
» Template based Surveys
» Configure Surveys with no programming
» Send survey every x tickets closed or y days
between surveys
» Responses automatically tabulated & presented in easy
to read graphical format


other features and components
Full reporting and dashboards
» 68 Configurable reports built in
» Various dashboards in context
» Includes customer satisfaction surveys
Extensive APIs
» Enable integrations to other NSM, discovery tools, etc. that fall within available
technologies
» Nimsoft Monitor integration built in via the Nimsoft Bus
» Potential for portal extensions but not ‘in-screen pop’ in current release
Built in workflow administration tools
» No need for custom programing
» Adaptable to business needs
Multi-Tenant at the core
» Configure for each customer’s business needs


summary
a few words to review

Adaptable workﬂow
Simple implementation
allows you to meet your
shortens your time to
speciﬁc business needs
value
without custom code

Seamless upgrades - get
Real world proven ITIL
the latest improvements
and years of best
without ripping apart
practices built in
your implementation


Thank You!

› Visit www.nimsoft.com/CAworld2011 for more information, Nimsoft
demos and more.
› For any questions: Sales@nimsoft.com


Nimsoft SaaS Service Desk Essentials - presented at CA World 2011

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