Service Desks remain pressured by a mountain of day-to-day IT service requests such as password management, setting up new users, provisioning new hardware or software, management of group lists, or folder access.
Jeff Scotland, director of Itilics, says “If these requests aren’t dealt with promptly, efficiently, and effectively, it has a detrimental effect on the perception of the entire IS Division. We’ve all been there - waiting hours just to gain access to a file, or get a password reset, it’s these simple things drive your customers nuts”.
One way to improve this situation is by allowing the business to “self-provision” these types of activities. Better, if we can automate the process through to fulfilment, (all without Service Desk intervention), we offer a much improved level of Service.
Not only does this greatly improve your service delivery, your Service Desk staff are freed to perform more valuable value-added tasks as well as take the time required to deliver excellent customer service. as Also, because the task is automated the organisation gains improved IT Governance through consistent, reliable and repeatable processes that are fully audited.
Itilcs has recognised this requirement as a result of assisting our customers improve the value of there is organisation, and after extensive market research has selected Activate – a leading IT self provisioning tool which automates and delegates to business users common IT tasks that would normally require help desk support.
John Irving, Networks Manager from Auckland District Health Board with over 11,000 users from 23 locations, has implemented Activate resulting in reducing new user provisioning from ten days to same day, as well as freeing up 20% of his IT resources for more strategic work.
Activate allows business users to request, approve and automate common IT tasks online that would normally require a help desk call or other specialist IT support. User self-service functions range from simple tasks such as setting up a new user, password resets and management of group lists, to sophisticated user self provisioning of new hardware or software.
Activate Modules
- Web based self service of IT and business functions
- Automated provisioning services, and
- Configurable workflow, approval and business rules
Activate Features
- Identity management
- Customizable workflow and automation
- Role-based delegation of tasks
- Simple web-based user interface
- Simple and easy to use administrative controls
- Modularized - Implement only the modules you need
Activate Benefits
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Major time and cost savings by IT departments
Users and business unit managers can activate the services they need without Helpdesk intervention, allowing IT staff to concentrate on more strategic tasks that cannot be automated.
Automation preserves and enhances security
Activate enables the automation and delegation of service functions to users while providing the workflows which ensure that security is maintained and the appropriate approvals are ALWAYS obtained and that the process is repeated the same each and every time.
Speed without compromise
The automation of common tasks and the delegation of approvals to the business means that tasks that have traditionally taken hours or days to complete can be done in a matter of minutes.
Improve consistency
Automating business processes means that the process is completed in exactly the same way each and every time. A help desk user may follow a written and defined process 90% of the time, but the other times may introduce slight variations. Over time this means that your environment becomes more and more inconsistent, which increases support time and costs.
Improve adherence to corporate policy
Because the tasks are automated and approvals are requested as necessary it is much harder to circumvent corporate controls and policy.
Auditing and reporting
Each task and activity in the system is logged and can be reported upon. This significantly improves the ability to tell who did what and when? |
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