Inteligente helpdeskløsninger i kundesentrene IT Service Management Automation Terje Mognes

Engaging and intuitive Make Business applications with a consumer-like experience

Inteligente helpdeskløsninger Machine learning Smart search Orchestration Collaboration Automation Analytics

Smart search «Google like» search including structured and unstructured data Machine learning Typical search capabilities Type ahead Stop words Exact phrase Stemming Wildcard Boolean Synonym Transliteration

Self-service portal - Chatbot Reduce your ticket volume and increase user satisfaction Consumer-like experience Powerful smart search Chat and virtual agent (bot) Mobile support Anywhere, anytime access Automation For efficient service request management Flexibility Customizable for own apps and widgets

Process automation Automate process workflows Fast time to value Simplified, efficient best practices Based on ITIL and HPE Service Management Reference Model Service desk Incident management Problem management Knowledge management Change management Service catalog Request fulfillment Service level management

Task automation Automates the break-fix cycle Diagnostics and remediation Change execution and release deployment Automate change related tasks Orchestrate change processes Enables fast request fulfillment By integrating with asset management and deployment

Hot Topic Analytics All data, structured and unstructured, are analyzed and shown in a simple HEAT map (Big Data Analytics).

Automated help

Mobility Anytime, anywhere access for a superior user experience Reduce ticket volume and increase user satisfaction Empower users Support for various mobile devices End users Self-service Search knowledge Solve their own tickets or log new requests Field support engineers Update incidents Achieve Service Level Targets (SLTs) Approvers Approve changes and requests

ITSM challange Increase Service Quality Improve user experience Big Data analytics, insight and knowledge delivery Optimize portfolio and assets investments Increase Service Quality Self-sufficiency with social, mobile, and relevant information Improve user experience Automation and ease of administration and configuration Improve speed and agility Reduce cost of IT Reduce Risk Ensure compliance, reduce audit exposure and efforts

Micro Focus IT Service Management (ITSM) Service Portal Big Data Analytics Service Desk Incident and Problem Management Change Management Planning, Approvals, CAB Request Fulfillment Service Catalog, Provisioning Release Management Planning, Deployment Asset Management Software Licenses, Contracts, Costs Task Automation Configuration Management System