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MyIT & Smart IT, future of IT Services?

Webinar by Devoteam Knowledge Communities

February 11th 2015

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Service Management Community is providing to its members: documents,

utilities, toolkits and integration resources that enhance the value of Service

Management Processes and Solutions (BMC, ServiceNow, HP, CA and

SalesForce)

The community organized a webinar on February 11th 2015

A webinar by Devoteam Knowledge Communities

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MyIT & Smart IT, future of IT Services?

IT Departments are on a transformation path. They aim to stay a partner for their businesses by

becoming a service provider and not only a provider of technologies and infrastructure.

One main concern is to ensure that the user is at the center of IT transformation, and most of

the innovation in IT are focusing on this point

• Mobile devices

• Bring your own device strategy

• Apps Store

• Catalogue of Service

• End user Portal

• Shared service center

BMC, as the other Service Management vendors, develop its portfolio to answer these

concerns. That is the objective of products like MyIT and Smart IT

• Propose new front-end based on existing Solutions

• Change the Value proposition by addressing the usage

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Agenda of the webinar

1.Introduction

2.My IT

3.Smart IT

4.Demonstration

5.Conclusion

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Introduction

1

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Our vision:

A client-centric specialised company, delivering innovative and

industrialised end-to-end solutions

Devoteam : a specialised ICT Transformation partner

• Who are we?

Information and Communication Technology

Consulting Group

• 2013 revenue: 453 M€

• Long-term annual growth(>15%)

• 3900 professionals

• 21 countries in EMEA

• Listed on Paris stock exchange

Patrick Chemel

IT Service Excellence - Regional Offer Director

• More than 20 years of professional

experience in consulting;

• In charge of the IT Service Excellence Offer

for the Mediterranean Region.

Allan Dujiperou

Solution Leader BMC ITSM

• 9 years of professional experience in

consulting;

• Functional manager in Safran, Sanofi, …

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• Our consultant are at the cutting edges of BMC expertise with more than 100 experts

trained each year.

More than 20 years of experience in BMC technology implementation.

250 experts BMC

tra ined and/or

cert i f ied

Expertise

The highest level

of partnership

s ince 20 years

Elite Partner

More than 150

cl ients in Europe

and Middle east

Trust

Our service

centers provide

24/7 support

Support

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MyIT & Smart IT

IT use and instal l IT

Department in an

innovat ive ro le producing

high added value

TRANSFORM…

Users adopt ion by

reconci l ing IT use and

common use

ACCELERATE…

Service avai lable

everywhere, at any t ime

f rom any device.

FACILITATE

Devoteam and BMC

support enterprises

in their IT services

management from

the infrastructure to

the user.

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My IT

2

MyIT and SmartIT are the exclusive properties of BMC Software.

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Access information about service outage

in real time.

Post and comment about incidents for a shared

support.

Browse questions, appointments and requests

in the activity flow.

Find and interact with experts.

An interaction with Services with the flavor of a social network

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A “tweeter like” interaction with Support

aligned with modern communication media

Ask questions or request support in a free field.

Receive in real time answers from the knowledge base.

Make support requests using “IT” hashtags

Follow you request in your activity flow.

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Service status updated in real time to avoid unnecessary Helpdesk calls.

Service Health available on demand

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Access to buildings plan Availability of meeting rooms

Equipment availability in meeting rooms

Report equipment failure and see its

condition.

My IT features available at the fingertips of the end user

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Main features to improve user experience with IT Support

• User and organization places localization• Plan to reach company different sites.

• Company different sites plan with main resources (meeting room, shared resources…)

• Opportunity to assimilate the various service offers depending on resource type.

• Schedule appointment with Helpdesk service.

• Meeting rooms booking

• Access to services catalogue• Possibility of making requests

• Possibility of reporting incidents

• Following the various solicitations

• Social• Sharing between employees.

• Services• Identify different services

• Social services

• Appzone• Access to apps validated by the IT System department.

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• Devoteam configured the application used for the BMC Exchange event

• Driven like a real project with specification from BMC, Integration and Test of the solution

• String time constrain

Devoteam proven experience with MyIT : the implementation of the solution

at BMC Exchange 2014

• Configuration of the main features of the solution

• “Map” to localize the event,

• “Plan” to identify important areas during the day, to describe the

floors of the building and the key “assets” of the event

• “Services” to act as a real Service Provider and provide

information to the attendees of the event

• “Service requests” for action such as making appointment or

setting up quiz to ensure an interaction and demonstrate the

User Experience

• Communication of Devoteam about this first

implementation

• Striog visibility during the event (Devoteam mentioned several

times as the integrator of MyIT)

• Leaflet dedicated to this integration with a screenshot of the

interface

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Smart IT

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MyIT and SmartIT are the exclusive properties of BMC Software.

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Smart IT : build new user experience for Service Desk users

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Main features to focus on Service Desk usage vs ITIL Processes

• Dashboards dedicated to Service Desk work

• Following in real time areas of operation (Requests, ads…)

• Dashboard in real time (Incidents on time, by priority,…)

• Simplification of support screens

• Default configured screen according to usage

• Consolidated view (Incidents, Work-orders and Requests)

• Possibility of modifying their console (Columns, filters)

• Contextual filter of the information

• Work-orders details

• Only necessary information

• Requester location

• Smart Recorder

• Quick creation of tickets

• Access to all opened andresolved tickets

• …

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Demonstration

4

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Demonstration

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Conclusion

5

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Improve the image of the

IT Department

Devoteam value propositions for leveraging MyIT and Smart IT Solutions ...

• Implementation of the service catalogue in MyIT

• Deployment of MyIT / SmartIT Technology

• Training and knowledge transfer to customer team

• Solution is innovative, aligned with expectations of

users and domestic usage

• Service status available from any mobile device

improve the communication

• Simpler solution than existing tool

... through our expertise

Devoteam value propositions

• Quick access to auto-resolution

• Main application made available (Apps Store)

• Enable social interaction

• Integrate other support department (facilities, HR, Finance)

• Take advantage of maps and location capabilities

Reduce

Helpdesk solicitations

Expand intervention

perimeter of the IT Department

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This presentation is just an extract of the Webinar.

If you want to know more about MyIT and SmartIT solutions...

• Patrick Chemel

Patrick.Chemel@devoteam.com

Tel : +33 6 64 49 25 34

• Allan Dujiperou

Allan.Dujiperou@devoteam.com

Tel : +33 6 64 19 48 03

Please contact: