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TOPdesk SDI ITSM Tools Demo Day Automation Michael Buxton Account - PowerPoint PPT Presentation

Jan 18, 2023 •279 likes •460 views

TOPdesk SDI ITSM Tools Demo Day Automation Michael Buxton Account Manager Intro to What is Demo Q+As TOPdesk Automation Our story TOPdesk in the UK TOPdesk Global 50 employees 750+ employees Two

  1. TOPdesk SDI ITSM Tools Demo Day Automation Michael Buxton Account Manager

  2. Intro to What is Demo Q+A’s TOPdesk Automation

  3. Our story

  4. TOPdesk in the UK TOPdesk Global • 50 employees • 750+ employees • Two offices (London, Manchester) • 14 office locations (11 countries) • Support, Consultancy and Sales • 4500+ customers

  5. What Analysts say? Self-service automation savings 30% - 50% reduced in call volume** **Forrester Research, The Total Economic Impact of TOPdesk Service Management *Research, carried out by UCISA, states that TOPdesk is the most popular ITSM solution in Higher Education in 2017.

  6. TOPdesk Vision • Standard ‘out of the box’ software • Enterprise Service Management • Self-Sufficiency for Everyone • Service Integration

  7. Typical Systems Used by our Customers SCOM JIRA SCCM Azure AD Integration Automation Active Directory MessageBird SNOW Nexthink

  8. TOPdesk Consultancy • Implementation • Training • Best Practice • Maturity and Continual Improvement

  9. TOPdesk Customers include

  10. Automation in ITSM

  11. What is Automation? “Automation helps organisations eliminate defects, build redundancies and improve efficiencies, freeing up staff for higher-value work”.

  12. Common Automation Examples in TOPdesk • Ticket Creation Low disk space, endpoint issue detection, IoT Devices • Workflows/processes User creation for employee on/off-boarding, software deployment • Omnichannel Communications SMS/WhatsApp messages sent when a P1 ticket is raised or/and an emergency change • Customer experience Investigation tasks created when negative feedback is received

  13. Automation with AI Marketplace Within TOPdesk • Amelia Chatbot • Smart Categorisation • Obi4Wan Virtual agent • Incident Affiliation • AskRoger FAQ Chatbot • Knowledge Item Translations • Nexthink End user analysis • Risk Assessment

  14. Let’s take a look at TOPdesk

  15. We can support your Automation • Out of the box Automation capabilities • Process & Technical Consultants • TOPdesk Marketplace • Action Sequence library on our Customer Portal • Existing Customers sharing their automation processes

  16. See what we are working on releasenotes.topdesk.com developers.topdesk.com productroadmap.topdesk.com marketplace.topdesk.com

  17. Any Questions? Michael Buxton 020 7803 4200 m.buxton@topdesk.com #topdesk topdesk

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