Interviews
Symantec helps drive operational efficiencies with Workflow 7.0 & ServiceDesk
18 Aug '09
5 min read
New reporting features in Workflow 7.0 help businesses find inefficiencies, view trends and analyze process details to reduce bottlenecks and get more from their investments. Workflow 7.0 offers additional views to show the exact status of a process, customizable settings to show appropriate information to users, and an end-user inbox for current task status, historical views and task delegation.
Additionally, Workflow 7.0 has simplified workflow construction providing custom processes that are now more intuitive and easier to create in and an all-visual environment with an enhanced debugger for multiple project, swim lane and overall views – all included in a workflow designer. Symantec partners can leverage Workflow 7.0 to provide additional services to help customers define, design, and deliver workflows to support their business automation needs, optimize efficiency, and enforce policy.
Symantec ServiceDesk 7.0
ServiceDesk 7.0 will accelerate and enhance service delivery from the IT organization through process automation and self-service capabilities for end users, allowing IT to do more with less. Based on best practice processes, ServiceDesk 7.0 is designed for fast implementation, easy integration and optimization of IT processes to deliver immediate benefits.
ServiceDesk 7.0 will provide ITIL recommended best practice processes 'out of the box,' including Incident Management, Problem Management, Change Management and Release Management.
This allows companies to easily implement a full ITIL solution, which provides more efficient IT service center operations and helps decrease ticket volumes, improve response times and increase customer satisfaction. ServiceDesk 7.0 will also allow for easy integration and coordination between different Symantec products and other remediation data tools and third-party applications, such as SharePoint.
ServiceDesk 7.0 is designed to increase the process automation capabilities of the IT department to help drive down the overall costs of IT management. Improved interfaces provide end users with self-service capabilities, particularly for problems that should not require the full attention of help desk professionals, allowing for faster problem resolution and giving IT staff more time to focus their valuable resources on more complex and strategic tasks.
“We have always looked for ways to cut expenses and reduce complexity, but it has become an even greater focus for us in today's economic environment,” said Matt Giblin, IT manager, Mercy Health Services. “Both Workflow 7.0 and ServiceDesk 7.0 help us achieve these goals by ensuring that our processes are automated, accountable and documented. With these solutions in place, we can now spend more time performing strategic IT functions instead of wasting time performing repetitive routine IT tasks manually.”
Additionally, Workflow 7.0 has simplified workflow construction providing custom processes that are now more intuitive and easier to create in and an all-visual environment with an enhanced debugger for multiple project, swim lane and overall views – all included in a workflow designer. Symantec partners can leverage Workflow 7.0 to provide additional services to help customers define, design, and deliver workflows to support their business automation needs, optimize efficiency, and enforce policy.
Symantec ServiceDesk 7.0
ServiceDesk 7.0 will accelerate and enhance service delivery from the IT organization through process automation and self-service capabilities for end users, allowing IT to do more with less. Based on best practice processes, ServiceDesk 7.0 is designed for fast implementation, easy integration and optimization of IT processes to deliver immediate benefits.
ServiceDesk 7.0 will provide ITIL recommended best practice processes 'out of the box,' including Incident Management, Problem Management, Change Management and Release Management.
This allows companies to easily implement a full ITIL solution, which provides more efficient IT service center operations and helps decrease ticket volumes, improve response times and increase customer satisfaction. ServiceDesk 7.0 will also allow for easy integration and coordination between different Symantec products and other remediation data tools and third-party applications, such as SharePoint.
ServiceDesk 7.0 is designed to increase the process automation capabilities of the IT department to help drive down the overall costs of IT management. Improved interfaces provide end users with self-service capabilities, particularly for problems that should not require the full attention of help desk professionals, allowing for faster problem resolution and giving IT staff more time to focus their valuable resources on more complex and strategic tasks.
“We have always looked for ways to cut expenses and reduce complexity, but it has become an even greater focus for us in today's economic environment,” said Matt Giblin, IT manager, Mercy Health Services. “Both Workflow 7.0 and ServiceDesk 7.0 help us achieve these goals by ensuring that our processes are automated, accountable and documented. With these solutions in place, we can now spend more time performing strategic IT functions instead of wasting time performing repetitive routine IT tasks manually.”
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