Symantec Service Desk 7 1 Francis Sherk XCEND

Symantec™ Service. Desk 7. 1 Francis Sherk XCEND – VP Professional Services Symantec™ Service. Desk 7. 1 1

Today’s Challenges Managing Service. Desk Inefficient processes decrease support and responsiveness • Lack of standardization and enforcement • Help desk just can’t keep up with the increasing demands • IT not perceived as a valuable business partner • Duplicative management for new platforms Tool upgrades require manual integration with existing tools • Unable to meet SLA’s and low customer satisfaction scores • Organizations demanding improved IT responsiveness Limited visibility drives up costs • Fire drills stifle innovation • • Symantec™ Service. Desk 7. 1 Focus is on fixing problems not solving them Limited ability to drive end-user self-service Unable to automate common tasks Common end user requests aren’t automated 2

IT Needs To Drive Efficiency And Control Costs Standardization Being seen as a business partner Meeting service level agreements Challenges Quickly support new technologies Symantec™ Service. Desk 7. 1 Automate tasks to free-up resources Drive end-user self-service 3

Changing The Way You Manage Service. Desk Symantec Advantage Current Challenge • Traditional, reactive help desk ticketing system • Limited integration with other management products • Lack of enforcement • No automation • Broader Service. Desk process model and a single informed point of contact • Powerful Information Technology Infrastructure Library (ITIL) • Advanced integration with Symantec and other third party products • Improves availability and service levels while reducing costs • Highly adaptable to a wide variety of service management needs • Automatically enforce policies to correct problems before they impact end-users Symantec™ Service. Desk 7. 1 4

Service. Desk 7. 1 Traditional, Reactive helpdesk ticketing system Broader Service Desk process model & single informed point of contact ® Self-Service Process ITIL Support Integration Automation Advanced integration with Symantec and Third Party Products Symantec™ Service. Desk 7. 1 ITIL recommended best practice processes available ‘out of the box’ Increase level of self service & automated processing 5

Advanced Integration Service. Desk Integrates with: Symantec • Symantec products Third Party Products Web Console • Web-based Management Console & Notification Server • Workflow • Configuration Management Database (CMDB) Active Directory workflow • Active Directory • Third party products CMDB Altiris Client Management Suite 7. 1 Overview 6

ITIL in Service. Desk 7. 1 ITIL ® Service Operation Service Transition Incident Management Change Management Problem Management Knowledge Management • Ensure that IT services are delivered effectively and efficiently • Build and deploy IT services • Includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks Service Catalog • Ensure that changes to services and Service Management processes are carried out in a coordinated way Service Level Management Symantec™ Service. Desk 7. 1 7

ITIL Service Support Compliance Certified toolset by Pink Elephant through its Pink. VERIFY™ program for ITIL v 3. q Incident Management q Problem Management q Change Management q Configuration Management q Knowledge Base Management q Service Catalog (self service portal) q Forward schedule of change q Customer satisfaction surveys q Escalations based upon time or events q Powerful security and scoping mechanisms q Highly configurable Symantec™ Service. Desk 7. 1 8

Workflow Configuration Connect to Symantec and third party systems Symantec™ Service. Desk 7. 1 • Forms editor is built into the designer • Forms are designed interactively • Modify forms that come with Service. Desk or create entirely new ones 9

Thank you! Francis Sherk fsherk@xcendgroup. com 734 -786 -4002 Copyright © 2010 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U. S. and other countries. Other names may be trademarks of their respective owners. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice. Symantec™ Service. Desk 7. 1 10