gen-E’s VP of Telecommunications Antonio Rolle Slated to Present on Best Practices in Process Automation and Event Management at Fusion 12

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IT Process Automation Innovator’s New All-in-One Service Desk Solution Will Also Be Featured At Annual IT Service Management Event, Oct. 28 – 31 in Dallas

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“Best Practices in Process Automation and Event Management” will offer real-world examples of how leading organizations have successfully implemented event management utilizing ITPA to correlate events and execute the appropriate control actions.

gen-E (formerly generationE Technologies), a global IT process automation (ITPA) software company, today announced that its Vice President of Telecommunications Antonio Rolle has been selected to speak at Fusion 12, the premier IT service management (ITSM) forum, slated for Oct. 28 – 31 in Dallas. gen-E will also be exhibiting at the event, where its new Resolve Service Desk Automation (SDA) offering will take center stage in booth #308.

Rolle, whose career includes more than 20 years of ITSM experience, will speak on Oct. 30 from 2:45 to 3:45 p.m. Central (session number 606) in the Gaylord Texan Hotel. His presentation, titled “Best Practices in Process Automation and Event Management,” will offer real-world examples demonstrating how leading organizations have successfully implemented event management utilizing ITPA to correlate events and execute the appropriate control actions. Rolle will also discuss how these organizations made use of dynamic event catalogs, service catalogs and process automation solutions to achieve their overall goals.

Resolve SDA Brings Together Leading Edge Technologies in a Single Platform

The new Resolve SDA solution, launched earlier this month, will be on display in the gen-E booth throughout Fusion 12. Resolve SDA leverages gen-E’s industry-leading social ITPA capabilities, bringing together enterprise social, collaboration, dynamic knowledge management, decision support, analytics, process orchestration and process automation in a single platform.

Resolve SDA helps service desk technicians:

  •     Capture knowledge and automate processes at the click of a button;
  •     Collaborate real-time with all knowledge contributors on any ticket or incident record;
  •     Improve workflow to expedite incident handling times by 50 percent;
  •     Automate ticket generation with de-duplication logic that reduces incident volumes by as much as 30 percent; and
  •     Prevent unintended incidents by up to 75 percent through integration with change management systems.

Resolve Delivers Competitive Service Desk Advantages
Unlike alternative solutions that are typically challenged with latency issues, Resolve SDA was built with network operations centers (NOC) in mind, where call, ticket and event volumes can reach up to a thousand or more requests per day. The Resolve SDA platform also stands out in the market for its robust clustering and high-availability capabilities that ensure business continuity. And, as a true enterprise solution, it provides more comprehensive integration than competing SDA offerings, with connectors to a wide range of enterprise applications including enterprise resource planning (ERP), customer relationship management (CRM), ITSM, service assurance, cloud-based applications and more.

In addition, Resolve SDA offers knowledge management, enterprise social and collaboration -- all integrated as layers at the ITPA platform level, while alternative solutions consist of disparate or more limited options in these areas. As a result, with Resolve SDA, IT organizations can improve knowledge base content at every step of the service desk process, and on an ongoing basis, to drive further reductions in MTTR (mean time to resolution).

Resolve SDA also includes extensive best-practice knowledge documentation, with automation models and thousands of action tasks associated with leading network, server and enterprise application vendors to drive expedited diagnostic, triage and remediation processes for service desk personnel.

Dynamic Decision Trees represent one of the most powerful features in Resolve SDA, enabling service desk technicians to rapidly drill down to resolutions within the knowledge management database, based on a series of intuitive questions assessing the symptom or the reported issue. The effect of these decision trees is enhanced when the organization’s most skilled experts are updating or adding to resolutions in real time to address prominent topics.

Now available, Resolve SDA is part of the Resolve family of ITPA software solutions, which are deployed and integrated within multi-vendor, heterogeneous environments. Resolve provides broad-based, enterprise-class scalability and a vendor-neutral approach to automation, and is used by leading global financial services and transportation firms as well as communications service providers and other companies.

For more information, visit http://www.gen-e.com/listPage/Solutions-Service-Desk-Automation. Or, follow gen-E on Twitter at http://twitter.com/genE_info and LinkedIn.

About gen-E
gen-E is an IT process automation (ITPA) software company that places human ingenuity at the forefront of workplace activity. The company’s award-winning Resolve™ software breaks down traditional organizational and process constraints through an innovative approach to automation. Powered by actionable and dynamic knowledge management capabilities, Resolve allows organizations to realize cost savings of as much as 200 percent within months of deployment. For more information, please visit http://www.gen-e.com.

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Paula Johns
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