ChristianSteven Thinkware Technology Summit
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ChristianSteven presentation to the Thinkware Technology Summit in Germany and Switzerland covering the benefits of ChristianSteven products including CRD for report scheduling and distribution.
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ChristianSteven Thinkware Technology Summit
- 1. IT Solution Summit 2011 Ian Gifford COO NEW! Loki BMC Service Desk Express Reporting & Process Automation
- 6. Our Products For MS SQL Server Reporting Services For Crystal Reports For MS Access
- 7. How It Works Process Scheduling Engine
- 27. Thank you for listening.
Notas del editor
- Introduce IG COO of CSS
- OOVER THE AGENDA POINTS WHATS NEW KEY BENEFITS GOOD INCENTIVE TO CONSIDER THE BENEFITS
- HOW IT STARTED STORY BRIEF HISTORY - HEAT – HELPDESK - I WANTED SUPERB CUSTOMER SERVICE – SO GAVE THE GUYS A HARD TIME! SHAREWARE – SOLID ROBUST PRODUCT OFFICES IN TH E UK AND USA NETWORK OF PARTNERS - AUSTRALIA , HOLLLAND SWEDEN, CROATIA, INDIA BUT OF COURSE GERMANY Microsoft Silver Independent Software Vendor – Gold Partner later this year BMC TECHNOLOGY ALLIANCE PARTNER OVER 1000 CUSTOMERS WORLDWIDE
- CUSTOMERS IN 35 COUNTRIES , RECENT SALES INCLUDE CAP GEMINI , COURTAULDS , MACMILLAN PUBLISHING FERANTI, FINDUS FOODS, LOGICA COINTSTAR IN THE US AND WE ARE CLOSE NEW BUSINESS WITH A JAPENSE MANUFACTURING COMPANY
- TWO ELEMENTS WITH ALMOST LIMITLESS WAYS THE PRODUCT CAN ADD VALUE TO ANY BUSINESS. WHILST THE PRODUCTS ACHIEVE STRONG TAGIBLE BENEFITS IN ALL VERTICAL MARKETS, THE PRODUCT WAS ORGINAL DEVELOPED TO BENEFIT THE SERVICE DESK ENVIRONMENT REPORT SCHEDULING AS THE SLIDE SAYS –GET THE RIGHT INFORMATION TO THE RIGHT PEOPLE AT THE RIGHT TIME. NO NEED TO REPLY ON SOMEONE TO ARRIVE TO RUN REPORTS. VISTA EXAMPLE - FREED UP TIME TO RUN OF PROJECTS BUSINESS PROCESS AUTOMATION - ALLOWS PEOPLE AT ALL LEVELS TO BE MORE EFFICIENT – HELPS DRIVE PRIORITIES – REDUCE PERFORMANCE FAILURES
- THREE PRODUCTS SQL RD FOR MICROSOFT REPORTING SERVICES MARS FOR MICROSOFT ACCESS REPORTING SERVICES AND CRD FOR USE WITH CRYSTAL REPORTS HOWEVER - THE BUSINESS AUTOMATION PROCESSING WIORKS WITH ANY ODBC COMPLAINT DATABASE, FOR EXAMPLE WE HAVE CUSTOMERS USING ORACLE AND SAP THAT USE CRYSTAL REPORTS AS PART OF THEIR SOLUTION WHO HAVE ENHANCED THEIR OPERATIONAL PERFORMANCE BY IMPLEMENTING THE PRODUCT.
- CRD continually polls the database looking for reports, or tasks which it needs to execute. The scheduling part of our software is delivered using a robust windows service which continues to run even when the server/PC is logged off.
- The most common requirement for our solution is regular standard reports on any standard frequency. We do this simply and easily, and we have many companies distributing hundreds of reports to hundreds of recipients. Our reports can be exported into pretty much any format including EXCEL, PDF (this is of interest for SDE users as they cannot get automated PDf reports), HTML, Word, CSV
- In addition to standard frequency we can deliver on more custom frequency where required, including overnight to reduce load on db and email servers (AIB). We can also deliver to a multitude of destinations including email, disk, printer, ftp, FAX and now more commonly MS Sharepoint (ask for a show of hands who uses SP at this point – for interest and keep the audience on side)
- As your automation requirements develop we find many customers move away from “daily, weekly” reporting to trigger reports WHEN they NEED to know. We can do this using our unique Event Based Schedules and set it to monitor a “condition” eg if a database record has changed. In SDE world it might be that if x10 incidents have changed to “critical” then trigger alerts by SMS email etc to x,y,z etc etc. Reports can also be requested via portal which create db record etc etc
- Or reports could be triggered upon request by email, we can even suck values from the body of the email and pass these into the report schedule. Thus saving time for an administrator having to send our reports. In SDE world could be used by clients wanting a status update on their SLA ?
- Overall, the benefit of our solution is the integration into processes which drive the business in every way, from simple administration to the more complex. For example the scanning of a barcode on picked goods in a warehouse, triggering a string of processes such as printing a shipping note, emailing the customer, updating the db record etc etc
- Overall as our solution is adopted we find rapid expansion of process and reporting automation…..here are some example of how the solution is being used.
- LOKI IS A WEB BROWSER MODULE THAT WILL ALLOW REGISTERED USER -SECURE USERS – TO PREPARE SCHEDULES / DELIVER REPORTS FROM ANYWHERE WHO BENEFITS – PEOPLE ON THE MOVE – SALES PERSONNEL /FIELD ENGINEERS/AREA MANAGERS WITH A CUSTOMER ADMINISTRATORS – REDUCED STRESS LEVELS BECAUSE THEY WILL NOT HAVE ALL PERSONNEL DEMANDING ACTIONS – BUSINESS MANAGERS WILL BE ABLE TO BE IN MORE CONTROL -ABLE TO ACTION AND SCHEDULE REPORTS FROM ANYWHERE – NO MORE – GETTING INTO THE ADMINISTRATORS WORK QUEUE CUSTOMERS WILL BENEFIT FROM SEEIING RFI ACTIONED ALMOST INSTANTLY – EVEN POSSIBLE IN AN ACCOUNT REVIEW TO GET A SCHEDULE RUN AND SENT IN THE MEETING
- OUR CUSTOMER ARE CONSTATNTLY FINDING MORE AND MORE WAYS TURNING THE IR INVESTMENT INTO REAL BUSINESS BENEFITS WE HAVE A CUSTOMER IN AUSTRALIA THAT HAS TRANSFORMED HIS OPERATIONAL PROCESSES AND WON A PARTS DISTRIBUTION CONTRACT WITU TOSHIBA TJAT HE SAYS COULD NOT HAVE BEEN ACHIEVED WITHOUT CRD I WANT TO OUTLINE SOME OF THE INOVATIVE OPTIONS THAT CAN HELP TO BENEFIT YOUR BUSINESS EVEN THE CORE REPORT SCHEDULING CAN DO MORE THAN RUN REPORTS THE PRODUCT HAS BUILT IN “SELF HEALING’ FEATURES THAT I WLLL EXPALIN FURTHER I WILL ALSO EXPLAIN THE EXCITING WAYS EVENT DRIVEN AUTOMATION CAN BE USED TO BENEFIT BUSINESS OPERATIONS WHICH WILL ALSO ENHANCE CUSTOMER RELATIONS AND SERVICE AND FINALLY EXPLAIN THE IMPOTANCE OF OUR PARTNERSHIIP APPROACH
- AS MENTIONED THERE THE SCHEDULING CALENDARS ARE EXCEPTIONALLY FLEXIBLE, WE HAVE PREVIOUSLY MENTIONED THE DAIILY, WEEKLY FREQUENCIES BUT ALSO REPEAT EVERY HOUR UNTIL UNTIL SLA LEVEL IS RESTORED 2 ND TUESDAY, LAST DAY OF EACH MONTH EVEN EVERY DAY EXCEPT AD HOC DAYS FOR EXAMPLE BANK HOLIDAYS - DIFFERENT ONES FOR DIFFERENT COUNTRIES A CUSTOMER WITH OFFICES IN DIFFERENT REGIONS WITH DIIFFERENT HOLIDAYS CAN HAVE DIFFERENT SCHEDULES THE OUTPUT CAN BE VARIBLE DEPENDING ON INDIVIDUAL REQUIREMENTS - TO EMAIL – SENT TO A PRINTER SNAPSHOTS – KEEP A COPY OF EVERY EXPORTED REPORT DEFERRED DELIVERY – EXPORT NOW BUT DELIVER LATER OUTPUT TO MIRCSOFT SHAREPOINT AND THEN THERE IS AUTOMATION SCHEDULES EVEN IN THE STANDARD PRODUCT
- EVEN OUR STANDARD PRODUCT ALLOWS AUTOMATION OF TASKS BEYOND SIMPLY RUNNING A SCHEDULE FOR EXAMPLE ; AN AUTOMATION SCHEDULE WILL ALLOW THE RUN A SCHEDULE – PRINT A DOCUMENT – SEND AN EMAIL – CREATE A FOLDER – COPY A FILE – COMPRESS A ZIP FILE – SEND AN SMS EXTENSIVE RANGE OF OTHER CUSTOM ACTIONS THAT CAN BE INCLUDED IN AN AUTOMATION SCHEDULE INCLUDING : RUN A PROGRAM – WAIT/PAUSE --- MOVE, COPY OR DELETE A FILE --- CREATE A TEXT -- RENAME A FOLDER – SCHEDULE A SYSTEM BACK UP AND MANY MORE………………..
- IT CAN BE VERY FRUSTRATING WHEN A SYSTEM OR PROCESS FAILS AND THE FIRST YOU KNOW ABOUT IT IS A CALL FROM AN ANNOYED MANAGER OR WORSE STILL A CUSTOMER. EXPECTATIONS ARE THAT WE LIVE IN A WORLD OF PERFECTION – NOTHING EVER FAILS - REALITY IS THINGS DO – AND WITH ELECTRONIC SYSTEMS THERE IS OFTEN NO IMMEDIATELY IDENTIFABLE REASON (Give CROWN product delivery answer) SYSTEMS FAIL BECAUSE OF POWER CUTS/GLICHE/BROWN OUT (CENTRAL LONDON) DATA SOURCE UNAVAIILABLE CSS SCHEDULER WILL KEEP TRYING UNTIL SUCCESFUL (CONFIGURABLE)
- WE HAVE ALL HAD THE ANNOYANCE OF THE CUSTOMER CALLING UP AND SAYING MY REPORTS ARE BLANK.(EMPTY) BUT YOU HAVE A CHOICE SEND – IGNORE IT – SEND AN ALERT (TO THE ADMINISTRATOR) - EMAIL TO CUSTOMER – REPORTS BLANK SO INVESTIGATING PROBLEM THE ABILITY TO AUTOMATICALLY CHECK IF REPORTS HAVE BEEN DELIVERED – IF NOT CHECK AGAIN IN A GIVEN TIME THEN TAKE ACTION KEEPS THE OPERATIONAL /DBA ETC AHEAD – IF YOU CALL A CUSTOMER TO SAY THERE IS AN ISSUE BETTER THAN A COMPLAIN CALL THE COMPANY LOOKS ON THE BALL AND PROFESSIONAL
- THINK OF ALMOST ANY EVENT THAT OCCURS WITHIN YOUR SYSTEM AND ITS OCCURANCE CAN KICK OFF AN EVENT DRIVEN AUTOMATION SCHEDULE IF THERE IS NO STOCK OF A PART FOR A FIELD CALL THEN A PROCESS CAN BE SET OFF TO ORDER THE PART BY SENDING ORDER TO A REPAIR SHOP, SEND AN EMAIL TO THE CUSTOMER ADVISING OF THE ACTION REAL TIME ACTIONS – IMMEDIATE STATUS UPDATES – EVERYTHING TO HELP KEEPING THE CUSTOMER INFORMED – ENHANCING THE PROFESSINAL IMAGE
- TO EXPAND – A NEW CALL IS RECIVED – CAN SEND ALERT THE SUPPORT TEAM OF THE NEW INCIDENT SEND SMS TO FIELD ENGINEER TO LET HIM KNOW OF NEW CALL IN HIS AREA IF THERE IS NO RESPONSE WITHIN A GIVEN PERIOD THEN ESCALATE PROCESS WITHIN TEAM IF NO RESPONSE WITHIN 2 HOURS ALERT THE ACCOUNT MANAGER (GIVE COSTA COFFEE STORY) OBVIOUSLY LOTS OF OTHER POTENTIAL EFFECTS
- STATUS UPDATES DEPENDING ON VARIOUS CONDITIONS EVERY TIME ON OF THESE CONDITIONS OCCURS SPECIFIED UPDATES BUT ALSO DO SOMETHING “IF THIS OR WHEN SOMETHING ELSE HAPPENS AUTOMATED ACTION ON RECEIPT OF AN EMAIL – AN EMAIL CAN BE RECEIVED WITH A REQUESTED FOR A SCHEDULE TO BE RUN AND REPORT SENT – THIS CAN BE DONE AUTOMATICALLY ALSO REQUEST CAN via a portal and requests actioned