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SMT-X SelfServicePortal6

SMT-X SelfServicePortal6. Better & Faster & Cheaper. Introduction. www.smt-x.com. Employee Requests. Definition Request for services to get their job done , for example : Ordering items Getting information Requesting changes Making reservations Why is it important to manage ?

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SMT-X SelfServicePortal6

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  1. SMT-X SelfServicePortal6 Better & Faster & Cheaper Introduction www.smt-x.com

  2. Employee Requests • Definition • Requestfor services to gettheir job done, forexample: • Ordering items • Gettinginformation • Requestingchanges • Makingreservations • Why is it important to manage ? • High volume & costs, time consuming • Governance • Customer satisfactionopportunity • Dynamicsourcingstrategies

  3. Currentsituation IT Customers E-Mail Portal Sharepoint Form Phone Fax Maintenance Maintenance Maintenance Maintenance Maintenance Maintenance Security Security Security Security Security Security Governance Governance Governance Governance Governance Governance Service Outsourced Service Service Service Service External Service

  4. Notonly IT Global employees IT HRM Facility Legal Communications Region A Region A Region A Other Other E-Mail Portal Form E-Mail Portal E-Mail Portal Form Form Maintenance Maintenance Maintenance Maintenance Maintenance Maintenance Maintenance Maintenance Maintenance Security Security Security Security Security Security Security Security Security Governance Governance Governance Governance Governance Governance Governance Governance Governance Service Outsourced Service Service Service Outsourced Service Service Outsourced Service Service Service Other Other Region B Form Form Portal Phone Fax Maintenance Maintenance Maintenance Maintenance Maintenance Security Security Security Security Security Governance Governance Governance Governance Service Service Governance Outsourced Service Service External Service Other Form Maintenance Service

  5. What do we want ?

  6. Benefits • Centralizedgovernance • Lesscomplexity • Customersatisfaction • Single portal • Independent fromtooling of service providers • Co-sourcing • Out tasking • Loweroperationalcosts • Flexibility in delivery services • Automation of Service Requests

  7. Requestfulfillment Approvalworkflow Knowledge Management Delegates Reservations APROVE REQUEST Progresstracking RequestForms - UCMDB - Asset Manager ShoppingMall Escalations FULFILL Personal Asset Management REPORT Exports Email alerts Search Externaltriggers ScheduledReporting Software Installation InternalReporting Submit orders

  8. Workflow engine BUSINESS PROCESS SSP6 Shops Forms Reservations My Items Knowledge E-Mail Approval LDAP Adapters CustomerSatisfaction Approval

  9. PersonalAsset Management • Data gatheringfromexternalsources • UCMDB • Usage reports • Search & report onassets • Manager costreview • Employee status overview • Assetactions • Extend • Transfer • Cancel UCMDB • Team overview • Compare • Report My Items Usage • Overview • Takeactions Access

  10. SSP6 Architecture Customer Portal Workflow ExternalIntegrations HRM Web Service Requests IT Orders Facility Password Reset My Items E-Mail Approvals Report Reservations Travel Execute Progress Security Communication AssetMgt Data Store LDAP SAP ODBC Web Service Excel Sheets ETL Layer

  11. 10 years of experience • No theorypractice • No best practice • This is goodpractice, • Dailyoperations of installed base • Over 10 yearsexperience • ITIL experts

  12. Summary • IncreaseCustomersatisfaction • 24*7 availability • Transparency in requestfulfillment • User orientedofferings • Reducecosts • Reduce helpdesk calls • Reduceadministration • Single portal • Automation of requestexecution • Backoffice ticket creationonlyafterapproval • Correct and complete requests • Increasecompliancy • Approvallogging • Grip onlicensing • Predefined and automatedapprovalprocesses

  13. Service Management Technology - eXperts

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