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Helix ITSM - Coggle Diagram
Helix ITSM
How
A.I. Chatbot
Enterprise Wide Search
Multi Media
Ticketing Solution
Multi Cloud Delivery
Persona Tied Experience
Single Platform
Web App based / Not App based
Drag and Drop Workflow Design
Required Capabilities
Modern User Ex
Intuitive Self Service Capabilities
AI-Driven Chats
User to Access System anywhere from Any Device
Crowd Sourcing and Collaboration in Workflow
Centralized Location to Request Service
Pro- Active Resolution of Service Disruption
Process Automation
Enterprise Service Management
Framework for Service Management Across Org
Enterprise DevOps
Bi-Directional Integrations to other Solutions
Questions to ask
End users struggle to contact Service Desk
Satisfaction with Services Low
Old, Heavily Customized Tech
Self Service is Low
Start
Target Customers
Current Remedy On-Prem
ServiceNow
Broadcom/CA
Micro Focus
Not servicing well
Personas
CIO
Service
Director
Head
Manager
Desk Manger
Industry
Telco
Financial
Tech
Education
Retail
Health
Transport
Gov
Negative Implications
Cost
Platform Costs
Efficiency
Overwhelmed with Tickets
Managing Complexity
Lack Scalability - Flexibility
Low CSAT
Productivity Loss
Bad Employee Brand
Attrition
Positive Biz Outcomes
Efficiency
Automatic Resolution Before Service Desk
Service Desk
Employee Experience
Perception of IT
Service Quality
MIT Study 9% Improved Revenue
Engagement and Productivity
$
Reduced Cost of Labor
Reduced Risk
Unmanaged Assets
Failed Changes
Metrics
Numbers
Self Service Utilization
Calls Deflected
Calls handled by Chatbots
Time to Resolve
$
Cost per Contact
Cost of Delivery
Payback Period <6 months
Infrastructure cost reduction of >$500k p.a.