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What is New in ServiceDesk 7.1

What is New in ServiceDesk 7.1. Mark Hopper. Technical Field Enablement. What’s New in SD 7.1. Localization. Going Global . Localization. Labels on End U ser Forms English French German Spanish Portuguese (BR) Simplified Chinese Italian Japanese Russian Traditional Chinese.

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What is New in ServiceDesk 7.1

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  1. What is New in ServiceDesk 7.1 Mark Hopper Technical Field Enablement What is new in SD 7.1

  2. What’s New in SD 7.1 What is new in SD 7.1

  3. Localization Going Global What is new in SD 7.1

  4. Localization • Labels on End User Forms • English • French • German • Spanish • Portuguese (BR) • Simplified Chinese • Italian • Japanese • Russian • Traditional Chinese What is new in SD 7.1

  5. PinkVERIFY What is new in SD 7.1

  6. PinkVERIFY What is new in SD 7.1

  7. Service Catalog Entries What is new in SD 7.1

  8. Password Reset What is new in SD 7.1

  9. File Share Access What is new in SD 7.1

  10. Bug Fixes What is new in SD 7.1

  11. Bug Fixes (Examples) What is new in SD 7.1

  12. Automation Rules Routing Rules What is new in SD 7.1

  13. Automation Rules • Why? • Some processes will always be modified by customers • Process modification can be difficult through designer, they can have a steep learning curve. • The Architecture of ServiceDesk is such that most if not all workflow modifications get removed during upgrade. • What? • Routing Rules • Reclassification Routing • Escalation Routing • Initial Routing What is new in SD 7.1

  14. Automation Rules Demonstration What is new in SD 7.1

  15. Beyond ServiceDesk 7.1 What is new in SD 7.1

  16. Beyond SD 7.1 • Configuration.   • While the Rules Engine in 7.1 will give customers the ability to configure automatic prioritization of tickets and routing rules, we plan to extend this configuration tool to include things like SLAs and email notifications.   • Upgrades.   • Because of the lack of a Rules Engine, customers are currently required to perform configurations at the Workflow project level, which requires these configurations to be reapplied any time we provide a new version.  The Rules Engine will address this as any configuration made via the Rules Engine will survive upgrades • Process Simplification • We have received overwhelming feedback from our partner and customer community that, while the Change process does very closely follow ITIL recommendations, it is way too process heavy and will not be effective in most customer environments.  We have evaluated this feedback and are working on streamlining this significantly, while retaining its integration with Incident and Problem. What is new in SD 7.1

  17. Q and A What is new in SD 7.1

  18. Mark Hopper mark_hopper@symantec.com What is new in SD 7.1

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