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Remedyforce overview 2013
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.
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Remedyforce overview 2013
- 1. Welcome to your ITService 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 inGorinchem 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
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- 5. © InfraVision BV Thecustomer revolution 1960s Mainframe Computing 1970s Mini Computing 1980s Client Server Computing 1990s Cloud Computing 2010 - 2020 Social Revolution 2000s Mobile Computing
- 6. © InfraVision BV GartnerMagic Quadrant for IT Help Desk Forrester Wave for Platform-as-a- Service + = ITSM Leader Platform Leader Two industry leaders together
- 7. © InfraVision BV FastEasy 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 forthe 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 Opento 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. © InfraVision BV TheIT Help Desk Solution…
- 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.
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- 13. © InfraVision BV 13 MakeSmarter 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 Supportfrom 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. © InfraVision BV AppExchange: Oneplatform for all your needs +/- 1,500 Apps Marketplace
- 16. © InfraVision BV Worldclass reliability and scalability Live System Status Security Best Practices Historical Performance Confidence, Transparency, a nd Trust
- 17. Date 17 Remedyforce builton top off Salesforce
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- 19. Let’s have acloser look
- 20. © InfraVision BV IncidentConsole 20
- 21. © InfraVision BV Fullincident list 21
- 22. © InfraVision BV SelfService 22
- 23. © InfraVision BV 23 SelfService Request
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- 25. © InfraVision BV CMDBincluding explorer view 25
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Editor's Notes
- #4 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?