1. Inteligente helpdeskløsninger i kundesentrene
IT Service Management Automation
Terje Mognes

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

3. Inteligente helpdeskløsninger
Machine learning
Smart search
Orchestration
Collaboration
Automation
Analytics

4. 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

5. 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

6. 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

7. 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

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

9. Automated help

10. 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

11. 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

12. 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