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February 19, 2013

gen-E Intros Advanced Self-Service Capabilities for Service Desk IT Process Automation

By Jyothi Shanbhag, TMCnet Contributor

gen-E, a global IT process automation (ITPA) software company, has introduced new features for its Resolve family of collaborative operations-driven ITPA software solutions, at the recent Pink Elephant ITSM Conference & Exhibition in Las Vegas.

gen-E has built the revolutionary Resolve solution to accelerate the adoption of IT process automation, and easily orchestrates critical IT processes across complex heterogeneous systems and cloud environments.

This shifts the focus to innovation and customer service improvements, which are key ingredients for growth in today’s business environment.

According to the company, the new Guided Workflow, Knowledge Lifecycle Management and Decision Automation features added in the Resolve family were particularly built to fast track self-service capabilities and develop timelines for the enterprise service desk – and also to improve IT service management (ITSM) initiatives by accelerating the automation building processes for change and release management.

"With our innovative, people-driven approach to automation, Resolve ITPA is where service desks turn for help. Resolve is the only ITPA software to fill the void left by a host of common process challenges that have plagued the service desk today, such as poor visibility into planned releases, limited access to the most accurate status updates from business counterparts and multiple, disconnected ITSM processes," said Payal Kindiger, executive vice president of Marketing and Managed Services, gen-E.

In addition, gen-E’s Resolve Social ITPA has helped customers automate commonly occurring tasks, leverage the knowledge of subject matter experts and define standard processes. The solution promises to address the inadequate collaboration processes through the use of Wikis that capture and document unstructured workflows – effectively linking people, tasks, tools and other resources across the organization, and filling information gaps with high-level process automation and orchestration for ITSM, event management, cloud automation, provisioning and other operations.

"With Resolve, gen-E continues to set the stage for innovation through seamless collaboration and easy-to-implement automations that transform the way businesses resolve their most complex service desk and ITSM issues," said Duke Tantiprasut, Ph. D., chief technology officer for gen-E.




Edited by Braden Becker



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