Mind The Gap: Why IT Will Deliver a Great User Experience - Webinar Slides

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Information about Mind The Gap: Why IT Will Deliver a Great User Experience - Webinar Slides

Published on February 20, 2014

Author: ressoftware



The first webinar in the Business Meets IT Webinar series. Join us as we take a look at not only why IT must deliver a great user experience in 2014, but give insight on how this will be achieved.

Presented by RES Software founder and CTO Bob Janssen, and Chief Evangelist Sean Donahue.

Watch the full webinar with Bob and Sean including a live demo of the RES IT Store at There you can also find out more information about the Business Meets IT webinar series.

Episode 1: Mind the Gap! Why IT Will Deliver a Great User Experience 1 Copyright © 2014, RES Software. All rights reserved. 0113

YOUR PRESENTERS Bob Janssen, CTO & Founder Sean Donahue, Chief Evangelist #BusinessMeetsIT Ask your questions on Twitter for your chance to win a $10 Amazon Gift Card! 2 Copyright © 2014, RES Software. All rights reserved. 0113

IT’s a Journey Future Past Today Orchestrate Value Automated Service Virtualized Proactive Reactive Standardized 3

IT Consumerization, Cloud Computing & App Stores 4

IT Challenges • Best Services • Highest Security • Lowest Costs User Expectations? Speed of Delivery? Complexity? 5

The CIO’s Problems I’m not perceived as a trusted service provider My users are circumventing my IT I’m not seen as delivering real value My IT organization is perceived as hard to work with, slow, reactive and even unresponsive We are known as “The Department of No” We are a cost center for the business How can I increase the value we bring to the business? 6

Bridging the Gap for Better IT Services Transform how users consume IT services through proactive, secure and automated delivery and return of IT resources, with a great user experience. RES IT Store An automated self-service portal for all IT services, available 24/7/365 7

What RES IT Store Customers are Saying … “The RES IT Store enables a single point of access for all IT services, providing the convenience and instant response the user needs with the security, compliance and control demanded by the business.” “IT departments have become, or are starting to become, service-centric operations. Overtime, we need to think of our users as service consumers so they can choose how to compose their workspaces. The RES IT Store is the ultimate way to aggregate everything into a one stop IT shop.” “It’s a powerful tool. We were able to transform our onboarding and offboarding processes from manual and time consuming to completely automated.” 8

IT Store Best Practices • • • • • IT Store Getting Started Guide IT Store Project Methodology IT Store Project Templates IT Store Installation Guide Integration Guides for • • • • • ServiceNow, Citrix XenMobile, MobileIron, Microsoft Office 365 Microsoft System Center, LANDesk Human Resources Management Systems RES Automation Manager and RES Workspace Manager 9

Choosing the Right Approach App Store • • • • Windows SaaS Mac Mobile Employee Onboarding Off-boarding • Windows • SaaS Service Desk Automation Workspace Self Servicing • Top 10 Tickets • Existing Run Books • Apps • Data • Security 10

Password Resets 1. 2. 3. 4. 5. 6. User can request a password reset from their logon screen User needs to provide their username Confirmation link is sent to their private e-mail address User confirms their identity by confirming the link Automation creates temporary password and sends it to private e-mail User can log on – problem solved 11

Stop, DEMO TIME! Onboarding & Workflow Unified Experience & Branding Publication Wizards Service Panel Integration 12

Demo for Forrester Research – Dec 13, 2013 • “This is easy!” • We’ve seen dozens of technologies demoed before – but nothing compares to RES IT Store. • It’s a great experience and simple for the user as well as IT. • RES provides a comprehensive approach: end to end not only from a device perspective but also all content. • RES Software can really connect IT to the business, becoming an aggregator of IT services through automation and integration across the delivery stacks of IT. 13

RES Suite 2014 “The fulfillment of 15 years of vision, software development and customer experience, RES Suite 2014 is a true software platform.” 14

The Strategic Platform for IT Service Delivery RES Suite HR <RES<IT< < Existing Identities > > > > > < Store RES Workspace Manager Automation Packs for Mobility and Cloud Dynamic Configuration IT Service Delivery and Return Adaptive Security Self Servicing and Workflow Delegation and Compliance Automation Cloud RES Automation Manager MDM/EMM IT Delivery PCLM Infrastructure Provisioning App & Desktop Virtualization RES Virtual Desktop Extender RES Baseline Desktop Analyzer Service Catalog AD 15

Why IT Will Deliver a Great User Experience • $3.6 million savings (225% ROI and 6.3 month payback) • • 25% reduction in help desk tickets within 30 days • New worker productivity in hours versus 6 weeks • Users can get the IT services they need, quickly and automatically IT can meet and exceed user expectations Delivery and return of IT services happens instantly and 24/7/365 IT can become a trusted partner and valueadded service provider to the business The gap between business and IT is bridged 16


Check out 18

RES Suite 2014: Where Business Meets IT 19

Thank you! …Questions? CONNECT WITH US! Bob Janssen, CTO & Founder @bobtopus  Visit us on  Join Upcoming Webinar: Beyond the Enterprise App Store Sean Donahue, Chief Evangelist @SeanDo40 20 Copyright © 2014, RES Software. All rights reserved. 0113

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