Product Offerings - Service Delivery Automation
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EMC Infra
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Service Delivery Automation |
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 BUSINESS demand for IT services generally exceed the demand of available time and resources for most IT operations. IT service teams are constantly responding to demands or requests from internal customers, often falling into the mode of reacting first to the end users who make the most noise. Meanwhile, users complain that IT is difficult to work with, unresponsive, and takes too long to fulfill the services they need to do their job. This challenge is only compounded by the fact that each group within the IT organisation usually has a different system in place for managing requests from internal customers and while IT is constantly busy, staff members are often working on tasks that may not be a top priority for the business.
Most large companies have multiple, conflicting and disparate mechanisms for ordering or requesting internal services – often with hundreds of web forms and several homegrown service request applications. Employees often can’t find what they need, and if they do find the right form, they are often forced to retype the same data again and again. As a result, end users continue to call the help desk or use the “shoulder tap” method to submit service requests. This creates chaos and confusion for both the end user and the IT service delivery organization. The burden is on the requestor – or designated ‘process shepherds’ and coordinators – to navigate through these various ordering mechanisms, determine who does what, manage the various tasks associated with every request, and ensure that the request is fulfilled.
The service delivery teams spend an inordinate amount of time responding to requests, researching requirements, validating information, and providing status updates.
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| | | A service catalogue provides a single Web-based destination for end users to browse or search for services, order services, and monitor delivery status – with an interface personalised to their needs and a catalogue of standardised services reflective of their functional position, location, and associated permissions. Instead of calling the help desk, end users receive timely notifications and can quickly access a detailed status update for each request – including expected duration, process milestones, and cost.
IT organisations can now capture and prioritise all types of internal customer demand through a single point of entry – ranging from high-volume moves/adds/changes to complex, strategic requests – across all categories of IT desktop, application, network, data center, and other infrastructure services. In-depth order and customer information is prompted and recorded online, ensuring that requestors provide the information required to successfully deliver the service. A complete and detailed audit trail is delivered for each request, ensuring compliance and accurate tracking. The need to respond to time-consuming validation, confirmation, and status update calls is eliminated. With limited resources, IT operations can focus their teams on the most important items and put an end to “back-door” requests that eat up staff time without delivering much business value.
Puleng Technologies Service Delivery Automation Solution provides a self-service catalogue and demand management solution for IT service organisations. Users benefit from a walk-up interface designed to make it easy to find and order available services. IT operations can standardize services, set expectations, and more effectively manage all types of requests. With a consolidated point of entry for all service interactions, IT now has greater visibility and control over consumption – ensuring that service teams are focused on meeting the needs of the business. The newScale Service Demand solution – a key component of the newScale RequestCenter product family - provides a self-service catalogue and demand management solution for IT service organisations. The service catalogue is a key tenet of ITIL, which explains the rise of interest and adoption. It delivers a clear, intuitive way for business customers to understand and request the services that IT provides. It also provides a platform for tracking the status of requests and performance against the services offered through the catalogue.
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| | | To improve internal customer satisfaction and more effectively manage demand, our Solution can enable IT organisations to: - Treat end users and other requesters of IT services as if they were external revenue-generating customers, with an unwavering focus on their needs
- Provide users with visibility into a catalogue of standardised services, through a no-training-required, role-specific and entitlement-based interface
- Make it as easy to find and order IT services as ordering a book on Amazon.com, with a self-browse catalogue and self-service IT shopping cart
- Set expectations with detailed information on service process steps, estimated duration, cost, and other key factors
- Streamline approval and fulfillment processes and allow the employee to easily track the status of requests throughout this cycle
With the newScale Service Demand solution, IT organisations can publish an actionable Web-based service catalogue, enable self-service requests, and align IT services with business demand:
Service teams are able to rapidly create and configure services in the service catalogue, including published descriptions, service levels, pricing, forms, icons, and keywords to enable searching.
A centralised portal and customer-friendly point of contact for all types of IT service interactions – including service requests, incidents, requests for change, application enhancements, project requests, information requests, and non-standard services.
End users are provided with a personalised view of the service catalogue – a one-stop portal destination for self-service ordering and request status tracking.
The IT service catalogue is the cornerstone of effective Service Portfolio Management, the foundation for defining services and communicating with the business, and an essential element for ITIL or any process based IT transformation initiative. The ITIL methodology is based on the concepts of service and customer care; the service catalogue is at the core of these fundamental concepts. Yet to be effective, the catalogue must be understood, embraced, and used by the business. Moreover, the service catalogue should be actionable, interactive, and transactional in nature – providing the means with which internal customers communicate and interact with IT.
The newScale Service catalogue structure was designed from a customers’ perspective in – rather than from the IT perspective out. Presented in an easy to understand Web-based portal interface, end users are able to find and order services intuitively. They can browse a personalised service catalogue with services organised within portal categories and described in business, not technical, terminology – including icons and pictures that make recognition even faster. In addition, each service has associated keywords so that users can rapidly pinpoint what they are looking for via an inbuilt search engine.
The pre-built newScale Service catalogues provide pre-defined services and extensive pre-packaged service catalogue components that can be used “as-is” to get up and running in the shortest possible time
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Service Delivery Automation