Post on 21-Jan-2018
Breakfast Seminar
OMNITRACKER Self Service Portal
OMNINET
Breakfast Session
Breakfast Seminar Concept
Blend between Presentation/demo and Breakfast
Please feel free to keep enjoying the breakfast during the presentation/demo
Agenda
Powerpoint Presentation / Live Demo: 90 min. in total
1. Introduction (5 min)
2. PPT - OMNITRACKER Self Service Portal (25 min)
3. Coffee Break (15 min)
4. DEMO - OMNITRACKER Self Service Portal (20 min)
5. Closing PPT - OMNITRACKER Self Service Portal (10 min)
6. Q & A (15 min)
OMNITRACKERArchitecture
Introduction
Layered Architecture
Core Components
Core
Clients
Application TemplatesWeb Server
(MS IIS)OMNITRACKER
Application Server + MSA
(MS Windows Server)
Database Server
(MS SQL, Oracle, DB2)
Automation Interface
Web-service
Data Import / Export
EmailGateway
CTIGateway
OMNITRACKERReports
Inc. CrystalReports Dev.
WebGateway
ScanningGateway
GISGateway
InterfaceBus
MS ExchangeServer
SAP SolutionManager Service Desk
MS SharePoint
BaramundiManagement Suite
Smart Client
(Windows)
Full Access
Power User
Web Client
Full Access
Self ServicePortal
Occasional User
Mobile Client
Mobile WebBrowser
Mobile App
Individual Solution
Core Components
Core
Clients
Applications
ITSM Center
Project Mgmt. Center
Financial Mgmt. Center
Facility Mgmt. Center
Individual Application
Document Mgmt.
Stock & Order Mgmt.
Sales Mgmt. Center
System Engineering
Risk Mgmt.
Timegrid
Dispatch Center (GIS)
Survey Mngt (CSAT)
Business Contract Mngt
Self Service Portal(OMNITRACKER ITSM)
Self-Service Portal
What is a Self-Service Portal?
“A self-service portal is a website that enables users—whether they are
customers, employees, suppliers, or partners—to access information and
perform routine tasks, without requiring any interaction with a
representative of the enterprise.”
Broad concept which is not only limited to IT
Should receive more focus in IT organizations
Service Desk entry points (registration)
Traditional 3 entry points:Tele
phone •Unstructured
•Registration is time consuming for Service Desk (SD)
•Low end-user preparation
•Limited control
•Classification by SD
•Only business hours
•Direct interaction
•Urgent issues
•Service Desk agent needs to be available to handle incoming telephone volume
Mail •Unstructured
•Less registration actionsrequired from SD
•Medium end-user preparation
•No control
•No classification
•24/7 available
•No direct interaction
Web S
elf-S
erv
ice
Port
al •Structured
•No registration actions required from SD
•High end-user preparation
•Full control: enforced data input
•Classification
•24/7 available
•No direct interactionrequired
•First step to automation
Service Desk entry points (registration)
Traditional 3 entry points:Tele
phone •Unstructured
•Registration is time consuming for Service Desk (SD)
•Low end-user preparation
•Limited control
•Classification by SD
•Only business hours
•Direct interaction
•Urgent issues
•Service Desk agent needs to be available to handle incoming telephone volume
Mail •Unstructured
•Less registration actionsrequired from SD
•Medium end-user preparation
•No control
•No classification
•24/7 available
•No direct interaction
Web S
elf-S
erv
ice
Port
al •Structured
•No registration actions required from SD
•High end-user preparation
•Full control: enforced data input
•Classification
•24/7 available
•No direct interactionrequired
•First step to automation
Service Desk Entry points (cost per ticket)
Ticket registration ‘cost’:
All 3 options have their advantages
Best-practice is to offer all 3 options
We advise to promote the usage of the web Self-Service Portal
High
Medium
Low
Telephone
Web Self-Service Portal
What are the drivers for our customers?
24/7 availability
Flexibility & control
Offload 1st line
ReducedCosts
Empowered End-Users
IncreasedCustomer
Satisfaction
Betteroverall Service quality
Always available
Creation of forms is
under your control
Mandatory fields
Peaks can be managed
Usage of knowledge base
Focus on their core tasks
More time & budget
Automatic routing
Involvement
Create tickets
Check Status
Approvals
Happier customers
Self Service Portal
Typical Self-Service Portal actions
Focus on usability:
1. New “Tile” principle;
2. Call Ticket principle;
3. Knowledge base;
4. Webshop;
5. Follow up of tickets.
Self Service Portal: Key Topics DEMO
Call ticket functionality
OMNITRACKER
Call Ticket functionality (ITSM)
FMDBReal Estate
P
Material
Maintenance Management
ReservationsManagement
IncidentManagement
Incident Management
FMIS
ITSM
Master Data
Time Entries
Activity Management
CMDB
U.C.
Service Contracts +
SLA
Link Material
SUBTICKET
SUBTICKET
B F RRequest
Management
Shared Service Center
Self Service Portal
Call Ticket functionality (ITSM)
FMDBReal Estate
P
Material
Maintenance Management
ReservationsManagement
IncidentManagement
Incident Management
FMIS
ITSM
Master Data
Time Entries
Activity Management
CMDB
U.C.
Service Contracts +
SLA
Link Material
SUBTICKET
SUBTICKET
B F RRequest
Management
Shared Service Center
Self Service Portal
Call Ticket
HR / Finance / …
... ... ...
Call Ticket functionality (ITSM)
Shared Service Center
Self Service Portal
Call Ticket
Call Ticket functionality (ITSM)
Shared Service Center
Self Service Portal
Call Ticket
Call Ticket functionality (ITSM)
Shared Service Center
Self Service Portal
Call Ticket
Call Ticket functionality (ITSM)
Shared Service Center
Self Service Portal
Call Ticket
Breakfast Seminar
“Coffee Break” (15 min)
Demonstration
(SSP DEMO)
2x References
OMNITRACKER
USG People SSP
USG People SSP
Securitas SSP
Summary
OMNITRACKER
Business Advantages
Structural cost reduction: a customer portal reduces your operating costs, reduces your
communications costs and streamlines your customer and internal processes. The portal
is online integrated with your internal processes and any other applications (eg. ERP
system).
More efficiency: By reducing costs and increasing revenues, your return will increase.
Increased customer satisfaction: an "easy-to-use" customer portal gives your customers a
greatly improved online experience of your service. This results in higher customer loyalty
and customer satisfaction.
Simplicity: one portal for everything (for all applications, customers, issues, orders, and
even for customer conversations).
Operational Advantages
Customer can track their own requests 24/7.
Customer does not need to wait till phone is picked up, do everything at their own ‘pace’.
Study shows that a significant and growing amount of customers have a preference for self-service over speaking with a representative.
Knowledge base can help finding information (even out of hours).
Portal can be customized (personalized), that each department or external customer only sees the relevant information related to their business.
Fully integrated frontend processes (portal, registration, follow up) and backend processes (ITIL processes, order processes, facility management processes, HR processes).
Customer enablement: customer can seek for data himself, customers can help themselves if they want (KB, FAQ, Known Errors).
Automation: forms can trigger directly automated processes.
Some advice / trends
Planning: Start with defining your goals.
Measure these goals.
Important that a user sees the added-value (customer experience).
30” rule: fast, clear and easy ticket registration.
Educate, stimulate and involve your end-users/customers, but also your internal employees.
User experience is key: end-user does not think in processes or technology (fast & easy ticket registration).
Use Knowledge Management.
Speak the language of the customer/end-user.
Shared Service Center: one single SSP for IT, Facility, HR, etc…
Cross-platform availability (mobile).
Questions ?
Thank you for your attention!Thanks for your attention!
Private Closed Group, only for customers
Discussions, Latest News, etc…
LINKEDIN Group „OMNITRACKER“
OMNINET
OMNINET GmbH
D-90542 Eckental
sales@omninet.de – http://www.omninet.de
OMNINET Austria GmbH
A-1010 Wien
sales@omninet.at – http://www.omninet.at
OMNINET Technologies NV/SA
B-3018 Leuven
sales@omninet.be – http://www.omninet.be
OMNINET Nederland
NL-2517 Den Haag
sales@omninet.nl – http://www.omninet.nl
OMNINET Russia
RUS-Moscow 121099
sales@omninet.ru – http://www.omninet.ru
OMNINET GmbH (Schweiz)
CH-8808 Pfäffikon
sales@omninet.ch – http://www.omninet.ch
OMNINET USA
US-New York, NY 10011
sales@omninet.biz – http://www.omninet.biz