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The most innovative 6 minutes you will experience today!

Guest Blogger (HPE-SW-Guest) ‎05-29-2014 12:06 PM - edited ‎09-04-2014 08:31 PM

Guest Post by Mike Zuber, VP of Go To Market


I recently watched a new video on Service Anywhere that is so full of new innovation that I knew I had to blog about it. The tough part was narrowing the list down to the top five thing items (to fit the parameter of my standard blog). Watch the video, read my post and leave a comment below if you disagree with my top five. I would enjoy feedback on all the innovation of Service Anywhere in the ITSM market.



To begin with, let’s talk about the “Ask a Friend function”.  This concept seems so simple because we are always asking our friends (and subject matter experts (SME) questions and looking for advice.  However, when you step back and look at this activity through the lens of the organization, you see the flaw in this standard practice. Service Anywhere empowers users to ask friends and colleagues for suggestions.  No longer are resources limited to their rolodex and casual company contacts. Now they can use “Ask a Friend” function and not only see, but also rate the answer, thus helping others across the organization.


Next up the concept of leveraging an External Knowledgebase to source and find resolutions.  Again this is a simple concept.  Why should any organization be limited to their own data set? They shouldn’t be, because again it is about getting the right answer to the right person at the right time.  When you do this properly the end user is happy, the IT staff is happy and everyone wins.  Efficiencies are gained and time is saved on multiple fronts.


The ability to have a service desk that “Self Learns” is no longer science fiction.  With Service Anywhere your organization has the power of Connected Intelligence which drives self-learning. This ability helps make sure the best answers get to the top of the likely resolution pile fastest. If your Service Desk or Help Desk doesn’t “Self Learn” you are operating with outdated technology and you need to switch to a SaaS-based solution that is innovating today in the ITSM market verses investing in Human Resource applications.


During the video you will really need to focus on how empowering the next statement is because the speaker quickly discusses all the possible use cases so eloquently you might miss a few powerful functions your organization should leverage. I am specifically referring to the ability to truly foster Self Service with your end user community.  If we step back and look at the entire domain of ITSM, it should go without saying that we would all be better off if we could turn down the volume and frequency of redundant tickets/requests. The ability to use natural language to drive resolution without the need to engage a human resource or a series of resources is simply game changing.


The final innovation I want to highlight is built on the first four areas I highlighted and again let me know your thoughts by leaving comments below.  The final concept is when you step back and look at Service Anywhere  as a solution for your organization you should see the ability to lower the noise volume in IT and increase the focus on key activities—helping the organization across the board.


You can find this game changing video here. I trust you will agree that Service Anywhere is full of innovation and the ITSM and SaaS-based market for Service Desk solutions will never be the same. After watching the video make sure you register for your 30 day trial here.

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