DST Press Releases

gen-E Advances Service Desk IT Process Automation

gen-E Advances Service Desk IT Process Automation
February 26, 2013 1:53PM


gen-E Unveils Advanced Self-Service Capabilities for Service Desk IT Process Automation -- Powerful Collaborative Operations-Driven Automation Engine Allows Enterprises to Achieve Resolution in Less Than 25 Percent of the Time Required by Alternative Solutions

APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.

gen-E, a global IT process automation (ITPA) software company, has released new Guided Workflow, Knowledge Lifecycle Management and Decision Automation features for its Resolve family of collaborative operations-driven ITPA software solutions. The announcement was made at the Pink Elephant ITSM Conference & Exhibition, held earlier this month in Las Vegas.

The new Resolve features accelerate self-service capabilities and project timelines for the enterprise service desk while enriching IT service management (ITSM) initiatives by expediting automation building processes for change and release management and other core tasks.

At Pink Elephant, gen-E provided insightful demonstrations and presentations that not only underscored the impact of self help on service desk operations through use of Resolve, but also highlighted the powerful automation engine that enables IT service desk technicians to drive faster resolutions for even the most complex issues.

Based on collaborative operations a discipline founded on integrated enterprise social, dynamic knowledge management, decision management automation and collaboration technologies the automation engine is tightly integrated with the Resolve platform to extend easy-to-use self-service capabilities to both internal and external service desk customers.

"With our innovative, people-driven approach to automation, Resolve ITPA is where service desks turn for help. Resolve is the only ITPA software to fill the void left by a host of common process challenges that have plagued the service desk today, such as poor visibility into planned releases, limited access to the most accurate status updates from business counterparts and multiple, disconnected ITSM processes," says Payal Kindiger, Executive Vice President of Marketing and Managed Services, gen-E.

"Leveraging our new features and the power of collaborative operations, Resolve allows enterprises of varying ITSM process maturity stages to achieve resolution for these and other challenges in less than 25 percent of the time required by traditional market alternatives," she added.

Empowering End Customers Through a Trifecta of Tools

Resolve allows end-users and service desk technicians alike to automate complex diagnostics, troubleshooting and remediation processes through powerful "push-button" automation and instant access to IT operations systems and status data that lie outside of the service desk.

In addition, Resolve's Decision Automation capabilities which are supercharged by gen-E's market-leading Guided Workflow and Knowledge Lifecycle Management tools -- can be used to power end-user-driven, self-service support programs, giving internal and external service desk customers the ability to drill down to relevant support and troubleshooting tips, and the ability to execute automations to resolve their own issues.

And through its extensive portfolio of process packs for service desk automation, Resolve maintains a valuable library of documents, decision trees, process automations and best practice content. The integration of enterprise social and collaboration drives continuous improvement of that content, while the automation platform provides the invaluable context required for effective problem diagnostics and resolution. Throughout these processes, users can easily submit new requests and flag content for review.

Featuring intuitive visuals for displaying and managing complex knowledge workflows to speed adoption across the enterprise, Resolve also offers an Interactive Workflow Designer (IWD) and Form Builder user interface (UI) that eliminate traditional coding requirements and allow gen-E customers to more easily create custom workflows, forms and tables to facilitate self-service processes. The IWD is capable of quickly executing process automations, triggering workflow events and accessing data stored in custom database tables to make service desk and self-help processes more effective and faster to implement.

"With Resolve, gen-E continues to set the stage for innovation through seamless collaboration and easy-to-implement automations that transform the way businesses resolve their most complex service desk and ITSM issues," said Duke Tantiprasut, Ph. D., Chief Technology Officer for gen-E.

New Connectors Supercharge ITSM in the Enterprise (continued...)

1  |  2  |  Next Page >

 

Tell Us What You Think
Comment:

Name:



 DST Press Releases
1. Web Platform Ezoic Launches
2. The Major BYOD Security Concerns
3. Vectra Honored as 'Emerging Vendor'
4. Matrix-Exzac Debuts EMIF Solution
5. Porticor Honored for Cloud Excellence

Have an informed opinion on this story?
Send a Letter to the Editor.
We want to know what you think.
Send us your Feedback.

 Related Topics  Latest News & Special Reports

  Dropbox for Business Boosts Security
  Juniper DDoS for High-IQ Networks
  Seagate Unveils Networked Drives
  Google Hacker Team to Hunt Bugs
  Cloud Firms Offer Azure Starter Kit

 Technology Marketplace
Big Data
Unlock your enterprise data's potential. Learn how in the research report.
Are you getting everything you can out of your business data?
 
Business Intelligence
Get real-time, cloud-based information services with Neustar.
 
CIO Issues
Secure and retain skilled technology professionals. Learn how.
 
Cloud Computing
Are you getting everything you can out of your business data?
 
Data Storage
Unlock your enterprise data's potential. Learn how in the research report.
 
Enterprise Hardware
Protect your network with APC Smart-UPS battery backup
Cisco UCS Invicta Series flash memory systems
 
Enterprise I.T.
Register for an upcoming ISACA® certification exam today
Secure and retain skilled technology professionals. Learn how.
 
Enterprise Software
Unlock your enterprise data's potential. Learn how in the research report.
 
Hardware
Protect your network with APC Smart-UPS battery backup
Cisco UCS Invicta Series flash memory systems
 
Network Security
Protect your network with APC Smart-UPS battery backup