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

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Jan 18, 2023 279 likes •462 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

SLIDE 1

TOPdesk

SDI ITSM Tools Demo Day

Automation

Michael Buxton Account Manager

SLIDE 2

Demo Q+A’s Intro to TOPdesk

What is Automation

SLIDE 3

Our story

SLIDE 4

TOPdesk in the UK TOPdesk Global

50 employees
Two offices (London, Manchester)
Support, Consultancy and Sales
750+ employees
14 office locations (11 countries)
4500+ customers

SLIDE 5

*Research, carried out by UCISA, states that TOPdesk is the most popular ITSM solution in Higher Education in 2017.

Self-service automation savings

30% - 50% reduced in call volume**

**Forrester Research, The Total Economic Impact of TOPdesk Service Management

What Analysts say?

SLIDE 6

TOPdesk Vision

Standard ‘out of the box’ software
Enterprise Service Management
Self-Sufficiency for Everyone
Service Integration

SLIDE 7

Typical Systems Used by our Customers

Integration SCCM Active Directory Azure AD SCOM JIRA SNOW MessageBird Nexthink Automation

SLIDE 8

TOPdesk Consultancy

Implementation
Training
Best Practice
Maturity and Continual Improvement

SLIDE 9

TOPdesk Customers include

SLIDE 10

Automation in ITSM

SLIDE 11

What is Automation?

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

SLIDE 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

SLIDE 13

Automation with AI

Within TOPdesk

Smart Categorisation
Incident Affiliation
Knowledge Item Translations
Risk Assessment

Marketplace

Amelia Chatbot
Obi4Wan Virtual agent
AskRoger FAQ Chatbot
Nexthink End user analysis

SLIDE 14

Let’s take a look at TOPdesk

SLIDE 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

SLIDE 16

See what we are working on

productroadmap.topdesk.com developers.topdesk.com marketplace.topdesk.com releasenotes.topdesk.com

SLIDE 17

Any Questions?

Michael Buxton 020 7803 4200 m.buxton@topdesk.com

#topdesk topdesk