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

TOPdesk SDI ITSM Tools Demo Day Automation Michael Buxton Account Manager
Intro to What is Demo Q+A’s TOPdesk Automation
Our story
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
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.
TOPdesk Vision • Standard ‘out of the box’ software • Enterprise Service Management • Self-Sufficiency for Everyone • Service Integration
Typical Systems Used by our Customers SCOM JIRA SCCM Azure AD Integration Automation Active Directory MessageBird SNOW Nexthink
TOPdesk Consultancy • Implementation • Training • Best Practice • Maturity and Continual Improvement
TOPdesk Customers include
Automation in ITSM
What is Automation? “Automation helps organisations eliminate defects, build redundancies and improve efficiencies, freeing up staff for higher-value work”.
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
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
Let’s take a look at TOPdesk
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
See what we are working on releasenotes.topdesk.com developers.topdesk.com productroadmap.topdesk.com marketplace.topdesk.com
Any Questions? Michael Buxton 020 7803 4200 m.buxton@topdesk.com #topdesk topdesk

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