The Enterprise Service Desk is Here
Samanage can help you make an impact on your entire organization's service relationships. In addition to powering IT service desks, Samanage's cloud-based service management software is also used in other departments.
Good morning, good afternoon, good evening everybody depending on where you are joining us today. I am Ryan van Biljon, the director of technical services here at Samanage, and I will be presenting to you today on the enterprise service desk and how companies are moving to an enterprise service desk and specifically how Samanage can help you, if you aren’t using your ITSM tool as an enterprise service desk, what you can do to get yourself there.
We’ll talk about a couple examples and where you can see this movement in the industry. Then I’ll get into our tool and specifically show some examples on the service catalog that can be used for end users and how we can create some catalog items for different groups within your organization.
The way to think about it is that every company in the world has an IT service desk. That’s what we’re used to. We know about the IT service desk, everyone is familiar with engaging with the ITSD. Our role at Samanage, and what we’re looking at, is how does the IT service desk in general become a service desk for the whole company.
That’s the way the industry is moving is really, what we’re used to is our different departments (facilities, legal, HR), they normally use their own tools or often won’t even have a tool to do what they’re trying to do and accomplish what they’re trying to accomplish with all the tasks and items that they may get for their specific groups. IT, for a long time, has already had a method of capturing these with ticketing systems and responding to end users within these systems. The goal of an enterprise service desk is to do that for the entire company and each department.
I know on the webinar we have a lot of folks who are existing Samanage customers, we have folks that are not. I’ll just give you a brief overview of what Samanage is and some of our differentiators. I like to start with number four, so excuse me for jumping around, but we are the only true multi-tenant SaaS service desk solution out there. Our product is always fresh and up to date, you aren’t on an instance of Samanage, you’re using the same version as everybody else. If we make a change today and you wake up tomorrow morning and open up your Samanage product, that change is going to be available to you. That really makes our product new and fresh all the time. Other differentiators about Samanage, we try to build a beautiful experience. We want to build software that people want to use and enjoy using. The flow and way Samanage looks really make it beautiful to use. We believe in instant value, so we want to make sure our clients are up and running in days, not months. We’re trying to break away from the traditional model where you take months of planning to get your ITSM/ITAM product working. What we’ve done is we’ve made it very easy to get up and running so you can see a value to your purchase very quickly. We are ITIL ready so those folks using ITIL, they’ll be very impressed with how easy we’ve made ITIL in our product. For those not using ITIL, but are still getting into this as a methodology in their business, we make it easy for you to learn ITIL and start using it in your organization. We are a unified ITSM and ITAM (ITAM meaning asset management). Our asset management tool is linked directly into the service manangement tool. That means that you can always see where your assets are, who the owners are, and how it connects the dots is that it puts people with assets in incidents. If you wanted to see how many incidents a particular product has to determine whether or not it is a lemon/time to get rid of it before your end user gets upset, the product does that very easily. Everything is code free, so you can customize the product any way you like and it’s very easy to do. It makes it easy to get the product the way you’d like it when you’re using it.
Getting into the enterprise service desk, Samanage started with IT first. Every company has an IT service desk and, as I mentioned earlier, the goal is that you normally start with a new IT service management product with IT and then you expand out from there. What we’ve been seeing with our product (and a lot of this was driven from our customer base), they’ve started using the product in many other departments outside of IT. For examples, procurement, facilities, HR and legal and many other (sales, and a couple others). It’s really driving the tool into other departments and giving them the ability to manage incidents and tickets and tasks around their everyday processes.
What this allows you to do is, each of the departments is ultimately a service organization and they need to be run as such. The must have the ability to track, sign, and approve processes. These could be items like new hire onboarding or travel requests. Anything where there’s tasks associated, where a processes or workflow needs to be followed. Approvals – that’s a very important part of this.
Most of these items when it comes to facilities, finances, marketing, HR, require some level of approval to get these tasks done. So, an enterprise service desk allows you to create those workflows, track them, assign them to different people, move them across the organization and run the tasks through until they are complete. It also allows you to look at the history of that, so you can go back and see in any particular period how many types of requests you had, how many times of approvals had to happen for a company credit card that needed to be requested. It just makes everything seamless and all brought into one tool being used across the organization.
So, we like this picture here. Instead of each department doing it their own way, they should look at to the IT expert. IT has been looked at as the experts in this field for a long time. They’ve used ticketing, incident management tools for years and years and years. They are considered the experts when it comes to using these types of tools. A lot of the expansion into the rest of the organization comes from IT. HR may have come to IT and said, “we really need a way to manage our onboarding request is this something you can help us with?” “We need to manage our travel requests, is this something you can help us with?” and IT has said yes, absolutely, we can help you with this information. That’s what drives these businesses into moving into a true enterprise service desk model. So again, some of the use cases that I’ve talked about (facilities, sales, accounting, HR, finance) that’s where we’re seeing it a lot. Breaking it down, looking at it more granular, when it comes to HR as an example, you can see a lot of these buckets. We’re seeing this across our client base – you can use service catalog items to drive things like management support, policy settings, onboarding, car allowance, healthcare, pension, maternity leave, resource requests, you name it. Any of the buckets that HR looks at can often be put into ITSM tools and used, and specifically with Samanage, we seem them built into our service catalog and provided in the self-service portal for the end users as a very easy quick way to get in there request something they need without filling our masses of paperwork and having to attach them. This is really easy to capture the data and then build a process around that.
This is really similar for facilities. A good example and one of the examples I’ll give you when I show you the some of the catalog items, we have some companies with facilities where they’ve built a service catalog item reoccurring for fire extinguisher maintenance. Something arbitrary, but very important to them. So, they have a whole process set around that and it kicks off, sends that to the facilities group, and these guys then go test the fire extinguishers. They’ll take all of the info they need to have on the forms, attach to the incident, and close it out. Some interesting use cases that you’ll see. But the benefit and goal of this is to have everything in one place for each of these groups to manage. At a higher level, a management level, it gives you the opportunity to look at what are the incidents and what are the requests being generated across my entire organization because now I can see them all in one place. At the same time, you can put SLAs around those items to say what type of response and resolution times do we have for these?
For example, onboarding may take up to 14 days and as an organization you may want to reduce this down to seven. A good way to do that is to create a processed workflow that you can track to see which department is potentially slowing us down? Is it payroll? Is it facilities with creating a badge? What’s slowing the process down and stopping us from delivering superior service to our end users? Which is ultimately the goal no matter what department you’re in.
With that said, I am actually going to go into Samanage and show you a couple examples of some service catalog items and once I’ve shown you those examples and how they work I’ll also build a very simple one and show you how easy it is to build within Samanage and how you can do that with your service desk.
The first example that I have here, this is a service catalog item and it’s basically a request for travel. This is something that we see for companies where putting a process in place for a travel request is very important to them. In this case, and so I can frame this up for the folks that don’t use Samanage, I’m in the agent view so I’m in the actual technician view right now and I will show you what the end user from a self-service portal view. Ultimately you can build this out have some pictures in here “bon voyage,” and put some policies in there. If you have a travel policy, you can put a travel policy in there to talk about what specifically your users may need to understand when booking travel. Once you’ve done that in there, we then ask you to go ahead and create variables. What type of info are you trying to capture from your end users? In this case we want to know a trip name, departure date and return date, and as you can see in Samanage we give you the option to make a field mandatory. When your end user is filling this out you want to force them to input the data you need or give them the option. In this case, we might have departure date as mandatory, but return date may not be because they may be going on a trip that they don’t know when they’re coming back on. That happens, so we want to know whether this is international or not, and the reason we may want to know this, and you’ll actually see this in my example down below, if international travel is selected we’re requiring a second level of approval. So, somebody higher up has got to approve this if they are going to go on international travel. We may ask them what their preferred airline is, so in this case you’ll see in a minute when I give them a dropdown, you can put any number of airlines in here and ask them which airlines are their preferred airlines. Maybe they have a rewards program you want to help them out with.
Airfare class, so again which type of airfare? First class, economy, same thing there. We have an approval down below that’ll say if someone selects business class or higher, we want them to go through an additional level of approval. Again, we don’t necessarily want them buying first class tickets if they shouldn’t be. Country of travel, we want to know that, city of travel. Accommodation class. Do they need a rental car? Do they have a current passport? This is important if they’re going on international travel, and then giving them an attachment field which allows them to attach any additional documents that they feel might be needed. Just to give a quick example here, if I wanted to edit this service catalog item (just so I can show this in real time), these fields here are extremely easy to add and manipulate. If I wanted add an additional field called golf cart, I know that’s not the best example, and I wanted that to just be a check box so they’re gonna select that, it’s as easy as that. I now have an additional variable that I’m asking them for when they submit this request.
Going into the actual process, and I want to, before I go into the actual process, because I’m not gonna spend a lot of time on it, these processes can be as simple or as rich as you’d like to build them within the tool. So you could have 20 layers of approval if you needed that within your organization, you could have multiple tasks running. These tasks could run concurrently or they could run in sequence. So if you want one task to be dependent on another, you could absolutely do that. Just very quickly going through this here, the first thing that happens when this travel request is submitting is it goes to the requester’s manager for approval. The initial manager is gonna first get this and say yes or no this person is approved. Once approved, it takes a look and says, hold on is this international travel? So in this case is the international box checked? If it is, it’s going to go though another level of approval in this case. It’ll go to the requester’s manager’s manager. So essentially two levels up within the reporting hierarchy to get an approval there. Once this is all approved, we now send a task to travel. You can see here that this task will be assigned to the travel group to go ahead and build the travel request. This company uses amex travel, so they’d build the request with them. If they selected rental as part of this request, this task would then show up and also be sent to travel to go ahead and book a rental as well. Another one we had here is if passport is required. So, if this person didn’t check that they had a passport, but they also checked that they were going on international travel, it’s looking at two conditions here, then go ahead and assign a new task to the travel group saying please work with the employee on getting a passport they’re gonna need this for the international travel.
We have this group here, as you can see we have them running concurrently, so essentially all of these will kick off at the same time if they’re required because they’re all going to the same group so it’s okay do to this. We also have an airline class outside of policy. So, like I talked about earlier, if the person selected business or first class, it’s gonna go to an additional level of security so in this case, the site manager. So that might be somebody that’s a general manager of a site or somebody higher up in the chain and you can have as anybody, whatever works for your business needs. Ultimately it’s gonna need another level of approval before you can actually book that. Once that’s approved, you can go ahead and book that travel. Once that entire process has been done, we then send another request to travel to go ahead and book all the travel seeing as all approvals has been done. And, then they’re gonna get another task to go ahead and send the info to the employee.
Once this entire process has been completed, the actual incident is resolved and the end user receives notification that their request has been completed. Looking at this, and I’ll show you from an end user perspective what they’re gonna see, so if they were gonna get this, they’d see it from their side. Looks very similar to what we were looking at, except now you’ve got the actual options there instead of looking at those variables.
This is what we looked at here and as I showed you, for example for the preferred airlines, I have a whole list here so AirFrance and KLM are my preferred airlines. I’m definitely gonna fly first class because I don’t travel any other way, and I’m going to need a rental car. And, I have a passport so, and this was the golf cart one that I added in the example when I created it. This is what it looks like to the end user, very simple for them to fill this info out and it’s everything you need and they’d submit the request and it would create the incident.
The last request that I’ll show you here is for a chair request. So in this case you’re involving procurement and facilities potentially. You’re asking for office supplies. One of the ones we did was this cool gesture chair, and this chair is $959 dollars, that’s a true cost so you definitely want an approval on this because you don’t want to end up with more of these than you need. Just showing what we can do from a formatting standpoint, you can put a link directly to the website where the chair is, you can put more details around the chair, what this chair does (so apparently it does all these fancy different posture changes when you move around) and then we’re asking for some variables from the person requesting this. Building quadrant, so which part of the building are they in, what is their cube number, what is their current chair model, and which chair color do they want. So, this is kind of a random example, but it just shows you the power of what you can do inside Samanage with our workflow engine and the service request. Essentially the chair will go for approval and it’s gonna go to the requester’s manager. Once he approves it, facilities is gonna verify that the quadrant and cube number actually exist so they don’t take a chair to an empty cube or empty building. If the employee selects, so in this case we said if they selected a non-standard chair color, so the chairs of this building they like silver and black, but they give the employees the option to choose green and black or red and black. So, if they do select green and black or red and black, we want this to go to the site manager to say, are you ok with one employee having a bright green chair on your floor or do you want him to abide by the standard colors? If he approves it then procurement is going to go ahead and purchase the chair. This is assigned to procurement, so they would go ahead and generate the internal PO, order the chair, provide an estimated delivery. If they’re declined as in “nope, we don’t want them to have that weird green chair,” it’s going to send a note back to the requester saying, “Sorry, your request was declined because you selected a chair color that we know we allowed you to select, but we don’t really want you to have so pick another color.” Procurement would then order the chair if it’s approved, receiving would receive the chair, and then facilities would go ahead and deliver the chair to the individual. Once that’s all been completed the catalog item would close out and the item would be marked as resolved.
Very powerful way to create a lot of different enterprise service desk type catalog items for your end users to use and not one of these, if you noticed, had anything to do with IT. These were all outside of IT, which is what we’re seeing as the movement for the enterprise service desk and where companies are going.
I did want to show you just inside our incident view so this is back inside the tool. If your HR team and your travel team were sharing a board, for example, they could see very easily these were all the items they have coming in to them inside Samanage. IT, for example, wouldn’t see these items because these have specifically been coded for HR. This one, in our demo account, has been assigned for the IT group, but I know that’s wrong so we’re going to go ahead and assign that to HR. HR will now have that back in their queue to use. This just shows you the ease of use to see all the requests that you might be getting if you’re non-IT, so HR in this case. In another case, I want to see everything that facilities have, so I quickly jump over to facilities and I can see in my facilities view that I’ve got a filter change that someone has requested. I’ll be changing some filters and I’ve got one of these fire extinguishers monthly maintenance. We also have a conference room question, so someone needing a conference room. Again, very easy to jump between the different groups to see what type of incidents of requests you have based on your specific group.
So, what I’m going to do very quickly is I’m going to build our a catalog item for you just show you how easy it is do in Samanage. What I would do is first of all, the state when you first create a catalog items is in draft and what draft means is the only people that could see this is the admins and techs that have the ability to create these items. You then have internal and approved, so internal would be items that only internal teams, in other words technicians or HR folks or anyone using the application would be able to see. Those internal items would not be pushed out to the service catalog self-service portal that the end users would see. And, then anything in an approved state is going to show up in the self-service portal so, seeing as I know what I’m creating here, I’ll go ahead and set that as approved. I’m going to go ahead and create one and I will do an IT/procurement example. I’ll do a laptop purchase. In this case, we give the item a name that ames sense for the end users to use. We want this to show on our homepage and we know that this is going to be a hardware request. I’ll select phone order because I don’t have a good sub-category. You can select your site and department if you want that prepopulated, or you can leave that blank and let the end users select based on theirs. Otherwise, by default, it would normally fill out what the end users site and department is that they’re already a part of inside the tool. You give this a description and you can put whatever you want in here to make this make sense for the employees. In this case I’m going to tell them, if you select an apple this will require an approval. Again, this is your description that we looked at at the top of those examples and you can build this out with as much or as little information as you want. You can add images to this, you can add links to outside sites, if you have an intranet you can add links to your Intranet if you want to direct people there. You can give it a picture so in this case, if I wanted to put a cute little picture of a notebook there I could or I could leave that blank, you might want to give this a price if this is something that you want to display to your end users and show them that there is some accountability to ordering these types of things you may want to associate a price with this and show it on the actual catalog so things can have prices there. And, then what is your expected delivery time that the end user could expect to have this after they requested, so I’m just going to say 14 days because it takes some time to get it ordered and you can choose to show that on the portal or not. Your default assignee, this is going to be the person that, if you set this, will be assigned this task by default. Considering this is an IT purchase, we’ll just leave the default assignee as blank. That will then flow into our standard IT team and they will route it from there. First of all, I’m going to create a couple variables. I’m going to do computer type and I’m going to do this as a drop down list. In this case, I might say a Dell, Lenovo, and Apple. I can sort alphabetically and I’ll save that. Now, I have my computer type and I’m going to make that mandatory because I want the end user to be able to tell me what computer they want. I also want to know in this case, do they need a dock? I’ll just do a checkbox for that. I want them to tell me their cube number, which is going to be a text field, and I’m going to make that mandatory as well.
Just very simple, I’m not going to build it out any more than that. What I’ll do now is I’ll say if the employee requests a new notebook, the first thing I want to happen is a manager’s approval. The description that goes in here is what’s going to be sent in here for the manager’s approval, so please approve. And you can put as much detail in here as you want, this purchase and I’m going to make this the requester’s manager. The person requesting this, it’s going to go to their manager for approval and if you have larger groups you wanted to approve, for example you might have five people that approve, you can say you want all these people to approve, 50% or more, or just one. I’ll give this manager one day to go ahead and approve this. Once approved, I want them to run the group. So, now I have my initial approval. The first thing that’s going to happen when this is kicked off, it’s going to go to the manager to request an approval before we have any other tasks. But, I also want to add an additional approval to account for the apple computer. So, we know that this Apple computer is probably going to be twice as much as the PC, so i’m going to do the manager’s manager so this is going two levels above, during one day. I’m going to add a condition to this when my computer type is an Apple, then run this approval. Otherwise it’s just going to completely ignore that approval. Then, essentially, I’d just go ahead and build my tasks in here. I may want procurement to purchase this and I’ll send this to the purchasing team and give them a day to do it. And save that task.
Once these approvals have taken place or only the first approval, procurement of purchasing in this case is going to go ahead and get this task for them to purchase the system. I may then want to add a task for IT to image the system and again, I can set this up to an individual. So in this example I could assign this to myself, I’m just showing you the flexibility here. I can send this to our it team in London or maybe I want to send to our tier 1 support team. However you want to create your groups inside, Samanage lets you and gives you the flexibility to assign them to whichever group is appropriate. We want them to go ahead and image the system and in this case I would probably want the system ordered before I want the system imaged, so I would run these as they are just one after the other. If I wanted to run these at the same time I could very easily just mark this as a concurrent group and then it would run them together. So, purchasing and IT tier 1 in this case would get these tasks at the same time. In this example, it doesn’t make sense because you need the system to be purchase first but in many cases you may want a group of tasks and where we’ve seen this specifically is a new hire onboarding request there might be five different groups working on things at the same time, so facilities may be organizing a badge, HR may be putting them in the payroll system, IT is imaging a system, and the manager may be arranging training. All those four items could be run concurrently meaning they don’t have the wait for the previous item to run, they can just go ahead and send those tasks out at the same time so they can be done concurrently and the tasks move a lot quicker. Once I’ve set this all up, I would just go ahead and create this catalog item and now that catalog item is created and if I was to request it from the self-service portal on the end user side this is what it would look like. So the requester is me, I’m going to select that Apple computer and, yes, I do need a dock. My cube number is L23. You can have a due date in here, you don’t have to. We have it on by default, but you can take that out. Same thing with priority and as you can see it’s defaulted my site to NC because I am in the NC site, and you can select department. Just to note these four items at the bottom, they don’t have to be displayed for end users. If you don’t want them to select that, that can absolutely be done by HR or IT or facilities or whichever group is actually getting these examples.
The employee could attach files in they need to bit in this case they won’t. They’re going to go ahead and submit that request. And, now my laptop purchase has been submitted and it shows up in the tier 1 group and it’s been assigned to Adam who is going to handle it from there. So, very simple, easy to use, and very easy to extend this out to different groups within your org.
I really appreciate the folks joining today. Thank you so much for all of your questions that you asked. Thank you for taking the time to join. I hope I showed you the power of the service catalog and how you can roll it out in an enterprise environment. For those Samanage customers on the phone, if you would like additional help setting any of this up, please reach out to your customer success manager. That’s what these folks are there to do. They’d be glad to set up additional time to go through this with you. We want you to love the tool and use it to its great potential, so please don’t be shy. Reach out to them and they’ll be more than happy to schedule time and go through these items with them. Thank you everybody, I appreciate you joining and have a wonderful morning, afternoon or evening.