1. What is new in SD 7.1 1 What is New in ServiceDesk 7.1 Mark Hopper Technical Field Enablement

2. What’s New in SD 7.1 2 LocalizationPinkVERIFY Service Catalog Entries Bug FixesAutomation Rules EngineBeyond SD 7.1 What is new in SD 7.1

3. 3 Localization Going Global

4. Localization Labels on End User Forms – English – French – German – Spanish – Portuguese (BR) – Simplified Chinese – Italian – Japanese – Russian – Traditional Chinese What is new in SD 7.1 4

5. 5 PinkVERIFY

6. Does the tool use ITIL terms and definitions? ITIL Terms Does the tool provide an audit trail of all incident record updates? Audit Trail Does the incident record contain a field(s) to assign incident priority according to pre-established or manually overridden conditions? Incident Priority Does the tool allow for an Incident Record to be escalated based on functional or hiearchical criteria? Incident Escalation Does the tool capture follow-up information for satisfaction rating? Customer/user Satisfaction Survey What is new in SD 7.1 6

7. 7 Service Catalog Entries

8. Password Reset What is new in SD 7.1 8

9. File Share Access What is new in SD 7.1 9

10. 10 Bug Fixes

11. Bug Fixes (Examples) Subtask management. In 7.1, help desk analysts will be able to create multiple subtasks in parallel, and will be able to work tasks on behalf of the task assignees. Incident Templates. Admins will now have the ability to delete incident templates. Advanced Incident form Several usability issues and bugs will be introduced on the. There are a couple of issues where clicking outside of a field deletes the text entered in the field. What is new in SD 7.1 11

12. What is new in SD 7.1 12 Automation Rules Routing Rules

13. Automation Rules Why? – Some processes will always be modified by customers – Process modification can be difficult through designer, they can have a steep learning curve. – The Architecture of ServiceDesk is such that most if not all workflow modifications get removed during upgrade. What? – Routing Rules Reclassification Routing Escalation Routing Initial Routing What is new in SD 7.1 13

14. What is new in SD 7.1 14 Automation Rules Demonstration

15. What is new in SD 7.1 15 Beyond ServiceDesk 7.1

16. Beyond SD 7.1 Configuration. – While the Rules Engine in 7.1 will give customers the ability to configure automatic prioritization of tickets and routing rules, we plan to extend this configuration tool to include things like SLAs and email notifications. Upgrades. – Because of the lack of a Rules Engine, customers are currently required to perform configurations at the Workflow project level, which requires these configurations to be reapplied any time we provide a new version. The Rules Engine will address this as any configuration made via the Rules Engine will survive upgrades Process Simplification – We have received overwhelming feedback from our partner and customer community that, while the Change process does very closely follow ITIL recommendations, it is way too process heavy and will not be effective in most customer environments. We have evaluated this feedback and are working on streamlining this significantly, while retaining its integration with Incident and Problem. What is new in SD 7.1 16

17. What is new in SD 7.1 17 Q and A

18. Thank you! SYMANTEC PROPRIETARY/CONFIDENTIAL – INTERNAL USE ONLY Copyright © 2010 Symantec Corporation. All rights reserved. Thank you! What is new in SD 7.1 18 Mark Hopper mark_hopper@symantec.com