Today’s service desk users are used to intuitive SaaS-based applications like Facebook and LinkedIn designed with a totally different kind of user in mind. www.nimsoft.com

1. The Importance of Great
Service Desks Design
George Spalding
Executive Vice President, Pink Elephant
Ken Jochims
Sr. Product Marketing Manager CA
13 November 2012

2. Good Design Leads to …
George Spalding
Executive Vice President
Pink Elephant
Pink Elephant – Leading The Way In IT Management Best Practices

3. Tool Design??
 Strategic Convergence has arrived
 All tools today are basically written to be compatible with
ITIL principles and terminology
 But is that enough?
 Who are these tools created for?
 Is Self-Help Possible? Probable? Preferable?
Generational?
 Can the business take advantage of the IT toolsets?
 Can the tool creators take advantage of known
interfaces?: Facebook, Amazon, Outlook? To
accommodate the average user?
© Pink Elephant, 2012. All Rights Reserved.
Good Tool Design 3
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

4. Tool Design??
 What about us?
 Service Desk Analysts have been complaining about
tools for years: Too slow? Too cumbersome? Too
many categories, etc.
 Training? Ramp-Up Time?
 Managers demand: “Record every call”!! Every contact
 Mac & Windows have created scenario-based actions
 Could the tools simplify the choices for the Analyst as
they progress rapidly through the incident?
 Could we go beyond a “macro”?
 Would analysts benefit from familiar interfaces as well?
 Incident Management is all about TIME!
© Pink Elephant, 2012. All Rights Reserved.
Good Tool Design 4
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

5. Questions?
www.pinkelephant.com
© Pink Elephant, 2012. All Rights Reserved.
Good Tool Design 5
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

6. Great Design is Critical to Today’s SaaS Based Solutions
 Good design implies credibility
 Brand+1
 Usability is life and death
 Design is a powerful business advantage
 Connect with your customers emotionally

7. Great Design is Critical to Today’s SaaS Based Solutions
 Good design implies credibility
 Brand+1
 Usability is life and death
 Design is a powerful business advantage
 Connect with your customers emotionally
Key findings from a Usability Recourses study revealed that
users of enterprise social software technologies want:

8. Consumer Look and Feel For Corporate IT
Leverage social media concepts for design & usability conventions
 Familiar, modern user experience for analysts brings the UI
paradigms of social media and consumer web tools to IT

9. Consumer Look and Feel For Corporate IT
Leverage social media concepts for design & usability conventions
 Familiar, consumer like user experience for end users brings the UI
paradigms of social media and consumer web tools to IT

10. Familiar User Experience
Leverage social media concepts for design & usability conventions
 Search Includes
Catalog items
Knowledge Base
articles
Tickets
Configuration Items

11. Nimsoft Service Desk Value Proposition – UX +

12. Benefits for Your Organization
 Action-Driven workflow
Focuses on actions –
Guide analyst on how to resolve issue
 Configure don’t code
Workflow is 100% configurable
No programming skills required
Configuration not lost in upgrades
 Years of experience built in
Designed and built by a Service Provider
Ability to start with standard configurations
pre-loaded (9 ITIL processes certified)

13. Nimsoft 7 – Service Different
Simple, powerful Adapts easily,
SaaS-based IT without
Service Desk programming
 Consumer UX
 Built in guidance CA Nimsoft
 Configure-don’t- Service Desk 7
code

14. Thank you!
Questions?
For more info please visit ca.com/nimsoft