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Service Anywhere continues to evolve in the March 2016 Release

Posted By Lyndsey Zajac, Thursday, March 3, 2016
Updated: Friday, February 26, 2016

 

by Mark Bradley

Service Anywhere releases another feature-rich update to continue enhancing customer’s experience.

Service Anywhere renewed emphases on existing abilities while bringing together a broader range of ITSM, Project Management, and Asset Management capabilities, utilizing Big Data and Social Collaboration to focus on the workforce user and providing a connected intelligence across multiple domains onto the same platform.


March 2016 release highlights include:

On the Fly language translation - Service Anywhere's in-line translation service has been extended to cover:
  • Q&A forum content translation
  • On the fly Knowledge Articles translation

Multi-tenant Console– MSP’s & Enterprises can manage multiple tenants using the new console

  • It provides managed service providers (MSPs) & Enterprises the ability to manage their customers' requests and incident records in one user interface via a multi-tenant (MT) console.

New Subscriptions methods for consumption of services and assets

  • Agents can track relationship between users and services or assets
    • As well as cost information.
  • Catalog managers can design Offerings for specific Subscription actions.
  • The help desk can classify the subscriptions or assets based on the user's consumption.
  • Self-Services Portal users can see their assets (devices) and services.
    • Request support, changes, and cancellations.
    • Access related articles and offerings
  • You can now manage the lifespan of a subscription

Self-Service Portal improvements

  • Productive Loading
    • Page provides users on slower networks with an initial interactive interface.
    • Users can start entering a problem description, read news.
    • Track the latest status of a recent request even as the rest of the portal loads.
    • Experience is seamlessly continued into the full portal once loaded.
    • Will be enabled by default, but can be turned off by tenant setting.

Robo-chat

  • Improved flow design with simplified instructions
  • Uses open public requests, articles, Q&A forum discussions, news, and offerings as suggested actions

Public Requesting

  • Add users as followers to a request

Knowledge Management improvements

  • A knowledge article record can be localized to multiple Languages and managed as a single record
  • For compliance with the ITIL data model an article record now includes the following fields:
    • Internal documentation / description v Purpose
    • Categorization
Codeless Configuration improvements
  • When activating new OOTB processes, the new comparison interface allows you to compare existing configuration and highlight differences in v Business Rules
    • Phases
    • Transitions

Description and comments tags have been added in Business rules

  • Add your own descriptions to existing and customized business rules.
  • Many out-of-the-box rules are tagged with tags to aid in comparing, merging, and searching business rules.

Service Asset and Configuration Management Enhancements

  • Better CI and asset relationships for greater help desk and asset management efficiency.
    • For example, relate a credit card pad to a cash register, or a blade to an enclosure/rack.
  • Relate a device, incident or request to a company

New ready to use reports

  • Analytical reports can now be presented as line charts
  • Incidents creation over time – Group by creation date by month, then by priority.
  • Requests creation over time - Group by entity creation time by week.
  • Changes creation over time - Group by create time
  • Appears on default Dashboard.

Platform improvements

  • Calendar events can be sent as attachments in notifications from change management
  • Field Level Encryption - added support for encrypting attachments in records.
  • Business Intelligence Integration - Added ability to extract User Options and Comments along with other record data.
  • Increase engagement and user satisfaction
  • Comments improvements – Improved agent interface
  • Self-Service Portal improvements
  • Project Management – Enhanced integration between PPM & Service Anywhere  

For details on the new features visit the Service Anywhere Blog.  

To see a demonstration of the new features, join our Vivit Webinar on March 31st. Please register here.  

Want to try out the new features? Check out the Service Anywhere Free Trial. We know you will be excited to see the latest and greatest of Service Anywhere!  

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