ServiceDesk 7.0 is all about helping reduce IT trouble tickets by providing comprehensive self-service capabilities for end users. This allows employees to receive immediate help for their trouble tickets and frees up time for IT personnel to more quickly mitigate larger issues.
Get Out of the Groundhog Day Time Loop with Workflow 7.0 and ServiceDesk 7.0
Created: 05 Aug 2009 • Updated: 05 Aug 2009 • 4 comments
Every job has repetition. This may start out as a minor annoyance, but it can quickly grow into a huge frustration. It reminds me of the movie Groundhog Day when the main character, Phil, finally snaps and kidnaps the groundhog to try to get the day to stop repeating.
However, there is a better way to handle this than what he did (i.e. drive off a cliff in a pickup truck). This morning, Symantec announced Workflow 7.0 and ServiceDesk 7.0, and both of these products have one underlying theme - they help businesses maximize efficiencies and minimize costs by automating repetitive tasks. This frees IT and other employees from monotony and allows them to spend their time in other areas, increasing their productivity.
Workflow 7.0 focuses on automation for businesses as a whole. Truthfully, when trying to figure out what can be automated with a workflow process, the sky is the limit. It is such a versatile product that our customers use it to automate everything from requesting vacation time to handling the loss of a company laptop (i.e. processing security measures, replacing the laptop, ensuring compliance, etc.).
One of the key features in both of these products is the easy, drag-and-drop approach to designing processes. None of our competitors come close to this level of functionality. With this capability, anyone within the business can benefit from these products, not just the coders and IT experts. This method provides a simple, visual interface that makes it easy for anyone to use.
Still, the question remains, how much do businesses actually care about doing this? Aren’t there other concerns that rank higher in the big picture? Every year, Gartner surveys CIOs about their priorities. In January 2009, Gartner surveyed 1,526 CIOs and asked, “In an uncertain economy, where should the enterprise focus its attention and resources?” The No. 1 answer was “improving business process.” Even more interesting is the fact that this has been the No. 1 response for the last four years.
So, there you have it. If you want to avoid the Groundhog Day time loop in your business, Workflow 7.0 and ServiceDesk 7.0 can help. Please note that Workflow Solution 7.0 is now available and ServiceDesk 7.0 is scheduled to be available by the end of Summer 2009 directly from Symantec or through Symantec’s worldwide network of value-added authorized resellers, distributors and systems integrators.