what is new in servicedesk 7.1
DESCRIPTION
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. - PowerPoint PPT PresentationTRANSCRIPT
What is new in SD 7.1 1
What is New in ServiceDesk 7.1
Mark HopperTechnical Field Enablement
2
What’s New in SD 7.1
Localization
PinkVERIFY
Service Catalog Entries
Bug Fixes
Automation Rules Engine
Beyond SD 7.1
What is new in SD 7.1
What is new in SD 7.1 3
Localization
Going Global
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 4
What is new in SD 7.1 5
PinkVERIFY
PinkVERIFY
• Does the tool use ITIL terms and definitions?ITIL Terms
• Does the tool provide an audit trail of all incident record updates?Audit Trail
• Does the incident record contain a field(s) to assign incident priority according to pre-established or manually overridden conditions?
Incident Priority
• Does the tool allow for an Incident Record to be escalated based on functional or hiearchical criteria?Incident Escalation
• Does the tool capture follow-up information for satisfaction rating?
Customer/user Satisfaction Survey
What is new in SD 7.1 6
What is new in SD 7.1 7
Service Catalog Entries
Password Reset
What is new in SD 7.1 8
File Share Access
What is new in SD 7.1 9
What is new in SD 7.1 10
Bug Fixes
Bug Fixes (Examples)
Subtask management.
In 7.1, help desk analysts will be able to create multiple subtasks in parallel, and will be able to work tasks on behalf of the task assignees.
Incident Templates.
Admins will now have the ability to delete incident templates.
Advanced Incident form
Several usability issues and bugs will be introduced on the. There are a couple of issues where clicking outside of a field deletes the text entered in the field.
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What is new in SD 7.1 12
Automation Rules
Routing Rules
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 13
What is new in SD 7.1 14
Automation Rules Demonstration
What is new in SD 7.1 15
Beyond ServiceDesk 7.1
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.
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What is new in SD 7.1 17
Q and A
Thank you!
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Thank you!
What is new in SD 7.1 18
Mark [email protected]