Remedyforce overview 2013

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InfraVision is a company specialized in professionalizing IT service organizations. It implements field-proven processes and methodologies supported by software from leading vendors. InfraVision partners with Remedyforce to provide a cloud-based IT service desk solution. The solution runs on the Salesforce platform and provides features like incident management, self-service, and a configuration management database.

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 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
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

© 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

© InfraVision BV
Gartner Magic Quadrant for IT Help
Desk
Forrester Wave for Platform-as-a-
Service
+ =
ITSM Leader Platform Leader
Two industry leaders together

© 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

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

© 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

© InfraVision BV
The IT Help Desk Solution…

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.

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 Insights Fast
Schedule the dashboards and reports

© 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

© 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
Confidence, Transparency, a
nd Trust

Date 17
Remedyforce built on top off Salesforce

© InfraVision BV
23
Self Service Request

© InfraVision BV
CMDB including explorer view
25

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Remedyforce overview 2013

1. Welcome to your IT Service Desk in the cloud Paul Donders; Remedyforce Product Manager p.donders@infravision.com

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 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

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. © 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. © 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. 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. © 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

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. Alignability™ Process Model Process Procedure Work Instructions

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. © 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

16. © InfraVision BV World class reliability and scalability Live System Status Security Best Practices Historical Performance Confidence, Transparency, a nd Trust

17. Date 17 Remedyforce built on top off Salesforce

18. 18 World’s #1 platform

19. Let’s have a closer look

26. Questions

27. Thank you

Editor's Notes

Were are we located?How do customers value us and our services?What are our partners?How do we run for the last 14 years?

Remedyforce overview 2013

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Editor's Notes