Cloud based Multisourcing with SolveDirect ServiceGrid

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Integration of all service partners for efficient management of the entire service chain SolveDirect, a specialist in smart IT service management integration, announces the new cloud-based solution SolveDirect ServiceGrid. The new ITSM integration solution “ServiceGrid” removes the limitations of traditional B2B integration tools: a variety of different systems and applications can be integrated as easy as adding contacts on LinkedIn. New service partners are quickly connected via a single click. Extensive reporting and analysis provides a consistent view of the entire service process which combined with the new Predictive SLAs feature means that bottlenecks can be analyzed not only in hindsight, but can be predicted and subsequently avoided. SolveDirect connects workflows and processes of all partners regardless of the used Help- and Service Desk solutions with the ServiceGrid CORE technology. Additionally, IT Service processes are replicable and can be shared with partners for a quick and effective cooperation. The result is an ecosystem in which partners can communicate with ease for greater efficiency. SolveDirect ServiceGrid streamlines and simplifies processes, reduces costs, improves IT service quality through supporting and driving value-added processes in medium and large enterprises as well as IT service providers.

Martin Bittner, CEO SolveDirect
"It is difficult to distinguish from competitors at the product level. IT services is becoming the critical differentiator. With SolveDirect ServiceGrid we provide a solution that helps optimize IT services.” Martin Bittner, CEO SolveDirect.

IT service providers as well as administrators and support managers in medium and large corporations need to control and integrate a wide range of IT service partners, different systems and forms of communication in order to monitor the efficiency of processes and manage the multiple service level agreements (SLAs). Traditional B2B approaches are no longer effective, as they impose barriers to scalability, are expensive and are designed only for the direct connection between two service partners. The result is that companies lack insight into the entire service value chain and the quality of their IT services.

SolveDirect ServiceGrid enables easy integration and networking of various partners and service organizations by integrating a variety of help desk and service desk systems and applications on the basis of replicable processes and workflows. The efficiency of service processes is increased through service automation with best practice ITIL processes. Since ServiceGrid is a cloud-based solution, all you need is an internet connection and a browser to take advantage of the cost savings and minimize administrative efforts. Extensive reporting and analysis provide transparency into all internal and external processes which combined with the new Predictive SLAs feature means that bottlenecks can be predicted and subsequently avoided.

Rapid on-boarding of new partners and customers

The on-boarding of new partners and integrating into the ecosystem will take a few minutes rather than weeks. Only one B2B connection needs to be built to the SolveDirect ServiceGrid. New partners and customers can quickly and easily register themselves on the ServiceGrid platform and share their processes. On the platform they see what is made available by other companies and then can connect to them in only a few clicks - which is as easy as adding contacts in LinkedIn.

"Companies find it increasingly difficult to distinguish itself from competitors at the product level. Therefore, IT services is becoming increasingly relevant and becomes the critical differentiator," said Martin Bittner, CEO of SolveDirect. "With SolveDirect ServiceGrid we provide IT service providers and enterprises a solution that helps optimize IT services. The time to market is greatly reduced and with real-time reporting and trend analysis service processes can be fully monitored. The use of technologies such as cloud computing and social networking approaches allows easy implementation, cost-efficient operation and collaboration in the ecosystem. "


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Kathrin Vöpel
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