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Resting on our Laurels? Never! Announcing the HPE Service Anywhere August 2016 Release

Posted By Lyndsey Zajac, Friday, August 5, 2016
Updated: Friday, July 22, 2016

By: Julie Azoulai
Service Anywhere Product Marketing Manager
Hewlett Packard Enterprise

In today’s workplace, when employees search for information, look for services, and request assistance, they expect their company to provide a consumer-oriented experience from their service desk, as if they are shopping on Amazon. To meet expectations, IT organizations must employ a service desk that offers an engaging, easy-to-use interface, self-service functions, and a Google-like experience for both end-users and agents.

HPE Service Anywhere, our Big Data SaaS Service Desk, does all of this and more, and our customers are feeling the benefits. Recently at the HPE ITSM Customer Forum in Berlin and HPE Discover in Las Vegas, customers presented their successful implementations of Service Anywhere. They are seeing fewer service request tickets, increased employee satisfaction, and significant cost savings.

To keep up the momentum and to continue to bring value to our customers, Service Anywhere is announcing a new, feature packed August 2016 release. Below are a few highlights.

Mobility: Service on the go

The Service Anywhere Self-Service Portal is now available as a new, native mobile application, called HPE Propel. Featuring live notifications and an intuitive card layout, it uses Big Data analytics to understand user activity and to display the right information at the right time. Employees can easily self-solve issues, order services from a catalog, submit tickets, and track requests while on the go. HPE Propel mobile app already works with Service Anywhere, and in the future it will connect to additional catalogs and services. Look for the Android version now in the Google Play Store and soon as an iOS app in the Apple Store.

IT efficiency for Service Desk Managers, Agents, and Administrators

The release also includes new capabilities that will increase the satisfaction of service desk managers, agents, and administrators, for example:

  • On-call schedules allow automatic routing of tickets to on-duty agents including configurable calendars, assignment strategies, and notification preferences - which can be used independently from on-call schedules
  • ChatOps-style integration with Slack and Hubot enables collaboration and fast incident resolution.Chats between agents, managers and other stakeholders are automatically added to tickets
  • Project management and asset management enhancements
  • Dedicated support for Human Resources support processes

Fast and Secure

With the August 2016 release you can also deliver services faster and protect critical functions without disruptions, for example:

  • Secure critical actions by requiring a second-PIN base code for access and an additional auto-generated code
  • New native LDAP integration enables synchronizing persons and groups from Active Directory systems to Service Anywhere without an additional middleware
  • Workflow debug tool enables administrators to quickly debug issues that may arise in the workflow of a record
  • Internal browser and network performance indicators give our SaaSagents the tools to make your application run faster

Above is only a quick snapshot of what this release offers. Check out the new features by registering for the HPE Service Anywhere free trial.

To see a demonstration of the new features, join our Vivit Webinar on September 8. Please register here. We hope to see you there!

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