1. Welcome to your
IT Help Desk in the cloud

2. RemedyForce Service Desk
A Cloud-based IT management solution
Speaker: Paul Donders
Sales & Consultancy RemedyForce
InfraVision
© InfraVision BV

3. Agenda
Short introduction to InfraVision
Working in the cloud
Basics of this cloud-based IT Service Management
Solution
Some insights of RemedyForce
© InfraVision BV

4. InfraVision
Offices: Customer Satisfaction
Netherlands: HQ in Gorinchem
Belgium: Gent
Germany: Münster
8,3 Account Man.
United Kingdom: London
8,7 Projects
8,1 Support
Partners:
4
© InfraVision BV

5. 5
© InfraVision BV

6. The future = today
Enterprise
Cloud Computing
1960s 1980s Today
Mainframe Client/Server
© InfraVision BV

7. Advantages of the Cloud
 Faster deployment
 Low upfront costs
 Quick results and ROI
 Zero-cost, zero-effort upgrades
 Flexible and easy to scale
 Easy personalization/customisation
 Out-of-the-box mobile deployment
 Out-of-the-box collaboration
 Salesforce.com’s enterprise-class reliability and security
© InfraVision BV

8. Salesforce platform
© InfraVision BV

9. An ITIL compatible
IT Help Desk Solution…
9
© InfraVision BV

10. BMC RemedyForce
Service Desk
• Built on Force.com platform
(SalesForce)
World class availability,
scalability and performance
Robust common services
Free Trial
• Simple UI, Navigation, and
Personalisation
Display key items on
dashboard
Create Quick Views for
personalised queries
© InfraVision BV

11. BMC RemedyForce
Service Desk (cont’d)
• End User Self Service
Broadcasts
Global Search
Personalise
• Incident Management
Save time with
templates
Inform with broadcasts
11
© InfraVision BV

12. BMC RemedyForce
Service Desk (cont’d)
• Inventory Management
Gain visibility into assets
CI Explorer to view
relationships
• Includes Alignability Process
Model
Minimise training
Start out of the box
© InfraVision BV

13. BMC RemedyForce
Service Desk (cont’d)
• Problem Management
Save time with templates
Multiple incidents
attached within a problem
• Change Management
Change request
templates
Change assessment &
approvals
• Reporting & Dashboards
Easy to set up
Scheduling
• Service Level Management
Set custom agreements
© InfraVision BV

14. Configuration Management with
explorer view
© InfraVision BV

15. Alignability Process Model
• The Alignability™ Process Model describes the service
management processes in a simple 4-level structure.
• Users can use the Process
different levels to
quickly access the
information they Procedure
require to perform
their job.
• The information is Work instructions
at the most three clicks
away
© InfraVision BV

16. Alignability & ITIL
• The IT Infrastructure Library (ITIL)
provides the guidelines for
organisations 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. Organisations are
still expected to do a lot of work.
© InfraVision BV

17. RemedyForce Mobility
End user Service Desk Ops Collaboration
© InfraVision BV

18. Chatter
© InfraVision BV

19. Chatter (cont’d)
19
© InfraVision BV

20. AppExchange:
One platform for all your needs
1,300 Apps
$500 Million
Marketplace
© InfraVision BV

21. Proven Cloud Security:
No Need for Excuses
Facility Security Network Security Platform Security
• 24x365 on site security • Fault tolerant external firewall • SSL data encryption
• Biometric readers, man traps • Intrusion detection systems • Optional strict password
• Anonymous exterior • Best practices secure systems policies
• Silent alarm mgmt • SAS 70 Type II & SysTrust
• CCTV • 3rd party vulnerability Certification
• Motion detection assessments • Security certifications from
• N+1 infrastructure Fortune 50 financial services
customers
• May 2008: ISO 27001
Certification
© InfraVision BV

22. Force.com: World class
reliability and scalability
Confidence, Transparency,
and Trust
Live System Status
Security Best Practices
Historical Performance
© InfraVision BV

23. Questions

24. Thank you