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In today’s workplace, when
employees search for information, look for services, and request assistance,
they expect their company to provide a consumer-oriented experience from their
service desk, as if they are shopping on Amazon. To meet expectations, IT
organizations must employ a service desk that offers an engaging, easy-to-use
interface, self-service functions, and a Google-like experience for both
end-users and agents.
HPE Service Anywhere, our Big Data
SaaS Service Desk, does all of this and more, and our customers are feeling the
benefits. Recently at the HPE ITSM Customer Forum in Berlin and HPE Discover in
Las Vegas, customers presented their successful implementations of Service
Anywhere. They are seeing fewer service request tickets, increased employee
satisfaction, and significant cost savings.
To keep up the momentum and to
continue to bring value to our customers, Service Anywhere is announcing a new,
feature packed August 2016 release. Below are a few highlights.
Mobility: Service on the
go
The Service Anywhere Self-Service
Portal is now available as a new, native mobile application, called HPE Propel.
Featuring live notifications and an intuitive card layout, it uses Big Data
analytics to understand user activity and to display the right information at
the right time. Employees can easily self-solve issues, order services from a
catalog, submit tickets, and track requests while on the go. HPE Propel mobile
app already works with Service Anywhere, and in the future it will connect to
additional catalogs and services. Look for the Android version now in the
Google Play Store and soon as an iOS app in the Apple Store.
IT efficiency for Service Desk Managers, Agents, and
Administrators
The release also includes new capabilities that will increase the
satisfaction of service desk managers, agents, and administrators, for example:
- On-call
schedules allow automatic routing of tickets to on-duty agents including
configurable calendars, assignment strategies, and notification
preferences - which can be used independently from on-call schedules
- ChatOps-style
integration with Slack and Hubot enables collaboration and fast
incident resolution.Chats between agents, managers and other
stakeholders are automatically added to tickets
- Project
management and asset management enhancements
- Dedicated
support for Human Resources support processes
Fast and Secure
With the August 2016 release you
can also deliver services faster and protect critical functions without
disruptions, for example:
- Secure critical
actions by requiring a second-PIN base code for access and an additional
auto-generated code
- New native LDAP
integration enables synchronizing persons and groups from Active Directory
systems to Service Anywhere without an additional middleware
- Workflow debug
tool enables administrators to quickly debug issues that may arise in the
workflow of a record
- Internal
browser and network performance indicators give our SaaSagents the
tools to make your application run faster
Above is only a quick snapshot of what this release offers. Check
out the new features by registering for the HPE Service Anywhere free trial.
To see a demonstration of the new features, join our Vivit Webinar
on September 8. Please register here. We hope to see
you there!
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