1. Welcome to your IT Service Desk in the cloud Paul Donders; Remedyforce Product Manager p.donders@infravision.com

2. InfraVision BV InfraVision BV InfraVision is specialized in professionalizing Service oriented IT Organizations, Shared Service Organizations & Managed Outsourced Organizations for its customers by implementing field proven processes and methodologies supported by software from leading vendors in the specific area of Business Service Management. InfraVision Mission 3. 3 InfraVision Partners: Offices: Netherlands: HQ in Gorinchem Belgium: Gent Germany: Mnster United Kingdom: London Account Man.8,3 Projects8,7 Support8,1 Customer Satisfaction 0 10 20 30 40 50 60 70 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 Revenue Growth 4. InfraVision BV 4 5. InfraVision BV The customer revolution 1960s Mainframe Computing 1970s Mini Computing 1980s Client Server Computing 1990s Cloud Computing 2010 - 2020 Social Revolution 2000s Mobile Computing 6. InfraVision BV Gartner Magic Quadrant for IT Help Desk Forrester Wave for Platform-as-a- Service + = ITSM Leader Platform Leader Two industry leaders together 7. InfraVision BV Fast Easy Open Flexible Trusted No Hardware No Software Automatic Upgrades Scalable Any Device Data Portability Transparency Real-time Status App Marketplace Extensible Enterprise Cloud Computing Benefits of Multi-Tenant Cloud Computing Social connections through 8. The platform for the cloud 8 YOU get to focus on supporting your customers They do Infrastructure Services They do Application Services They do Operations Services Support your customer Add additional Business Create your business platform Network Storage Operating System Database App Server Web Server Data Center Authentication Availability Monitoring Patch Mgmt Upgrades Backup NOC Security Sharing Integration Customization Web Services API Multi-Language 9. InfraVision BV Integrate Open to Any System Fit the Business Customize Your Business Process 30 million+ Customizations 50% of Transactions through API Extend #1 Cloud Marketplace 1,300+ Applications 10. InfraVision BV The IT Help Desk Solution 11. Alignability & ITIL The IT Infrastructure Library (ITIL) provides the guidelines for organizations that want to define their service management processes. It does not provide the processes and procedures themselves. Processes are not enough. They will need to have detailed work instructions behind them to provide a practical benefit to the people who are expected to follow the processes. Naturally, ITIL also does not provide tool settings. Hence, ITIL is not enough. Organizations are still expected to do a lot of work. 12. Alignability Process Model Process Procedure Work Instructions 13. InfraVision BV 13 Make Smarter Decisions as a Team Measure What Matters Share & Collaborate on Metrics Anyone Can Get Insights Fast Schedule the dashboards and reports 14. InfraVision BV 14 Support from Anywhere with Mobile Mobile apps keep you productive Optional Remedyforce app for iOS, BlackBerry Native Self Service App for iOS, BlackBerry Native Chatter app for iOS, BlackBerry, Android touch.salesforce.com HTML5 app for any device 15. InfraVision BV AppExchange: One platform for all your needs +/- 1,500 Apps Marketplace 16. InfraVision BV World class reliability and scalability Live System Status Security Best Practices Historical Performance Confidence, Transparency, a nd Trust 17. Date 17 Remedyforce built on top off Salesforce 18. 18 Worlds #1 platform 19. Lets have a closer look 20. InfraVision BV Incident Console 20 21. InfraVision BV Full incident list 21 22. InfraVision BV Self Service 22 23. InfraVision BV 23 Self Service Request 24. InfraVision BV Administration 24 25. InfraVision BV CMDB including explorer view 25 26. Questions 27. Thank you