Post on 21-Oct-2014
description
George Spalding
Executive Vice President, Pink Elephant
Ken Jochims Sr. Product Marketing Manager CA
13 November 2012
The Importance of Great Service Desks Design
Pink Elephant – Leading The Way In IT Management Best Practices
Good Design Leads to …
George Spalding
Executive Vice President
Pink Elephant
Good Tool Design © Pink Elephant, 2012. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Tool Design??
Strategic Convergence has arrived
All tools today are basically written to be compatible with
ITIL principles and terminology
But is that enough?
Who are these tools created for?
Is Self-Help Possible? Probable? Preferable?
Generational?
Can the business take advantage of the IT toolsets?
Can the tool creators take advantage of known
interfaces?: Facebook, Amazon, Outlook? To
accommodate the average user?
3
Good Tool Design © Pink Elephant, 2012. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.
Tool Design??
What about us?
Service Desk Analysts have been complaining about
tools for years: Too slow? Too cumbersome? Too
many categories, etc.
Training? Ramp-Up Time?
Managers demand: “Record every call”!! Every contact
Mac & Windows have created scenario-based actions
Could the tools simplify the choices for the Analyst as
they progress rapidly through the incident?
Could we go beyond a “macro”?
Would analysts benefit from familiar interfaces as well?
Incident Management is all about TIME!
4
Good Tool Design © Pink Elephant, 2012. All Rights Reserved.
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries. 5
Questions?
www.pinkelephant.com
Good design implies credibility
Brand+1
Usability is life and death
Design is a powerful business advantage
Connect with your customers emotionally
Great Design is Critical to Today’s SaaS Based Solutions
Good design implies credibility
Brand+1
Usability is life and death
Design is a powerful business advantage
Connect with your customers emotionally
Great Design is Critical to Today’s SaaS Based Solutions
Key findings from a Usability Recourses study revealed that users of enterprise social software technologies want:
Familiar, modern user experience for analysts brings the UI
paradigms of social media and consumer web tools to IT
Consumer Look and Feel For Corporate IT Leverage social media concepts for design & usability conventions
Familiar, consumer like user experience for end users brings the UI
paradigms of social media and consumer web tools to IT
Consumer Look and Feel For Corporate IT Leverage social media concepts for design & usability conventions
Search Includes
Catalog items
Knowledge Base
articles
Tickets
Configuration Items
Familiar User Experience Leverage social media concepts for design & usability conventions
Nimsoft Service Desk Value Proposition – UX +
Benefits for Your Organization
Action-Driven workflow
Focuses on actions –
Guide analyst on how to resolve issue
Configure don’t code
Workflow is 100% configurable
No programming skills required
Configuration not lost in upgrades
Years of experience built in
Designed and built by a Service Provider
Ability to start with standard configurations
pre-loaded (9 ITIL processes certified)
Nimsoft 7 – Service Different
Simple, powerful SaaS-based IT Service Desk
Consumer UX Built in guidance Configure-don’t-
code
Adapts easily, without
programming
CA Nimsoft Service Desk 7
Thank you! Questions?
For more info please visit ca.com/nimsoft