ITSM360 - MyIT, Powered by SharePoint
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Transcript of ITSM360 - MyIT, Powered by SharePoint
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 1
ITSM COMPANY & WINPOINTIntroduces a new MyIT
Full featured IT Self-Service portal for SharePoint 2013
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 2
MyIT 2’ generation is a new release of our self-service portal for IT – and our response to modern digital workspace between the IT-department and it customers.
With a strong IT self-service portal you provides your users with instant access to information, allows them to request services and provide you with incident tickets directly.
Your wins; Save time for your users and increase your customer
satisfaction More precise identification of problems/incidents, which
will save your time for your service desk staff Enables IT to be a professional service provider
MyIT is a integrated part of ITSM360 – but I can also be used in combination with other Service Desk solutions (web-services).
Simply your end-user interactions
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 3
With MyIT you will get:
Flexible portal – modern box style design where you can set-up your own info boxes and layout
Fueling your service request and fulfillment processes Incident reporting with copy/paste of screen-shots to the case Context-sensitive help - see information that is linked to your
problem Several languages Web-shop for ordering of equipment Knowledge sharing Add your own web-parts
… and powered by SharePoint
MyIT - facts
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 4
Add your logo
INTRODUCING 2’GEN MyIT
Example
Set-up relevant links
Add your tiles/boxes
Language selection
Full text search Request service
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 5
Incident ticket exampleThe incident form can be configured based on specific needs.
In this example
1. User types the subject into a field2. The user links the incident to a
specific IT service3. The user can paste screen-shot into
the field or write text direct into the description field
4. Mapping urgency and impact to ticket (option)
5. Enter contact details6. If needed – attachment can be
added to the ticket7. Depending on the service the portal
suggest knowledge which is relevant to service selected
INTRODUCING 2’GEN MyIT
Example – Incident ticket
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2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 6
MyIT supports a number of service catalogs.
It could be service for normal employees, services for management etc. – or it could be grouped by location.
INTRODUCING 2’GEN MyIT
Example – Request Service
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 7
MyIT supports a number of service catalogs.
It could be service for normal employees, services for management etc. – or it could be grouped by location.
INTRODUCING 2’GEN MyIT
Example – Request Service
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 8
MyIT supports knowledge sharing.
Knowledge can be grouped in different categories, and full text search is enabled.
User can see how many times a document or knowledge article has been opened, and users can like a document (or knowledge article) for statistics (and improvement process).
INTRODUCING 2’GEN MyIT
Example – Knowledge base
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 9
MyIT can generate a number of reporting forms, which can be used in several ways.
Example here – it can power a form for registration of a security event.
INTRODUCING 2’GEN MyIT
Example – Forms
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 10
Scenario one – you are using ITSM360 already
Everything can be configured without coding in the interface. This means that you can configure the MyIT within few hours….
Set-up of MyIT
Scenario two – unfortunately you use not ITSM360 as primarily ITSM - but want SharePoint and MyIT as self-service
We can enter a project and use the in-build web-services as integration point.
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 11
INTRODUCING 2’GEN MyIT
Configure MyIT
Make the design of a corporate service catalog easy.
With the in-build configuration you will be able to:
Define service catalogs, map them to groups, locations and organizations
Design workflows and structure for service request fulfillment process
Design how MyIT should look like
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 12
INTRODUCING 2’GEN MyIT
Configure MyIT
One size fits all? – not when it comes to self-service where matureness, industry etc. makes a difference.
Our response to this – a simple way of design the end-user portal by using drag and drop.
What possible:
Use the predefined boxes, drag them to right position and size them as you want – and save…
Build your own boxes with the appropriate content
Reuse web-parts as you have already
2’GEN MyIT INTRODUCTION© 2016 WINPOINT A/S - slide: 13
You’re In Good Company
The coupling between knowledge sharing, engagement and process fueled by SharePoint + classic IT Service Management disciplines inspired by ITIL is the essence of our work.
Contact us at www.itsm360.net