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Moving toward ticketless IT using Connected Intelligence

Posted By Michelle Pivonka, Wednesday, May 21, 2014

Imagine an IT organization that can deliver services faster to improve service quality and customer satisfaction while radically reducing the number of IT support tickets when dealing with incidents or service issues/problems. This isn’t a vision for the future. It’s the reality today for HP Service Anywhere users. Built from the ground up for SaaS, designed for ITSM and with embedded big data technology, HP Service Anywhere provides a user experience unlike any other. The key to the experience is connected intelligence - which combines big data analytics, social IT management, and modern user functionality to promote agility, ease of use and unprecedented knowledge access on the service desk.

Big Data is the foundation of connected intelligence - delivering deeply embedded knowledge that enables the solution to:

  • Present the best and most relevant information to users when and as they need it.
  • Eliminate knowledge silos by connecting a variety of sources and types of data.
  • Understand social IT interactions trends and convert into reusable knowledge.
  • Enable deeply embedded multichannel knowledge delivery to users and end-users.
  • Generate forward looking actionable analytics based on trending of user interactions such as collaborative chat and knowledge queries.
  • HP Service Anywhere provides users a modern experience with intelligent searching, proactive knowledge delivery, context updating, organic knowledge creation and intelligent searching. All are intended to enhance and streamline the user experience for IT end-users and service desk agents alike. Service Anywhere further presents the complete related information in a workflow view. For example, the support interface will automatically fill the caller information into the recorded as well as automatically pull up the caller’s history and other data without any key strokes by the agent.

    Below is the hot topic analytics view available to users, where they can at a glance visualize hot topics that are trending, and views such as this are integrated into normal workflows:

    Here is a short online demo of how the big data analytics works in Service Anywhere if you‘d like to get a better feel for the user experience.

    These capabilities span the entire user experience, and are instrumental to getting users the best answers faster, engaging users in self-service, reducing the requests submitted to IT, and putting users on the path to ticketless IT.

    It is difficult to convey the magnitude of the user experience in an article such as this, but there will be live demos at Discover in June so please stop by so our team can show you the value of connected intelligence. We also offer a free 30-day online trial of the software at www.hp.com/go/serviceanywhere.

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