Navvia Fall 2013

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This webinar highlights new features released in Navvia in the Fall of 2013 including the introduction of a new module called Collaborate.

The “Collaborate” module enables Navvia users to design, improve and manage processes with ease and empowers them to take a people-focused approach in building effective processes. Enhance productivity by collaborating with anyone in the company. Save time by suggesting and discussing changes on the fly, no matter where you are located.

Navvia: Simple, Social, Effective


Good afternoon everyone. Thanks very much for your patience and thanks for joining us today for our sneak peek of our summer and fall release of Navvia.

David: First of all I want to thank all of you for being here on the webinar today. It’s really gratifying to see the interest in the product. Also I want to thank those of you out there who are already clients of ours. So, we couldn’t do it without you so thank you so much for your support and I’m looking forward to showing these features to you.

Before I actually get in to the new stuff, I just want to remind everyone what I feel the value proposition is of the Navvia tool. We all know that IT is a huge part of organizations today. It’s probably one of the single largest funds of any organization’s budget if you look at it as percent of budget, percent of spending. Making IT more efficient is a great way of improving the efficiency of the company. And what we wanted to do is come up with a product that was cost effective, easy to use, that can really help you make an impact on how well you run IT. So we built this product based on the experience, our 14+ years of consulting experience and our expertise in IT service management to give folks like you the tools you need to really make an impact in your service management program.

The four modules that we’ve developed in Navvia really are all part of a continual service improvement program and can be the corner stone of your service management program, your service management company is a center. That includes a module that allows you to do your own baseline maturity assessments, whether you are an internal consultant employee working for a company, whether you’re a consulting company looking to automate some of the ways you do maturity assessments of your clients. This tool is jam-packed with capabilities and features including ITIL questionnaires, Cobit questionnaires and the ability to make your own questionnaires and distribute it and use them.

So a great way of finding my module is all of the process documentation and negation and allow you to share that with anyone whether it’s people within your organization or clients of yours, if you’re a consulting organization to give you very simple means of building content from templates, and we have a lot of great ITIL content within our design module. But to build on that or create your own, really customized process documentation, also pulling in requirements for automating your process. We have a great capability in the design tool that allows you to gather your requirements so you can hand them off to a developer to implement in a tool.

The verify module is another important part of continual service improvement. What we’ve done is we’ve mapped all of the Cobit controls to the ITIL processes and given you a simple mechanism to assign those controls out of the individuals as tasks. And by measuring the completion of those tasks, you get a sense of how under control your processes are. Now you can use the templates that we built or you can build on any framework, whether it’s HIPAA, PCI, or ISO 20k. You can easily map governance frameworks to your processes and measure how well those processes are performing.

And finally we have a module called learn which gives you unlimited access to a bunch of great courses. Not only courses on how to use our product, but courses like ITIL in 10 minutes, introduction to ITSM, ITIL foundations, how to conduct the process assessment and more. You can share these courses with everyone in your organization – no limit, all part of the subscription. So you can really help communicate the value of service management.

And when you bring these four modules together, you’ve really got the basis for your service management program. Survey to see what needs to be fixed, design to make it better, verify to make sure it stays healthy and educate and communicate through the learn module. But we’re excited to be announcing some new modules here today. And these new modules that we’re going to be announcing represent the 11th major release since December 2008. Hopefully you’ll see through this that we’ve listened to our client’s needs. Those of you who have the product know that we have a suggestion box right on the front page of our application. And we take those suggestions seriously and we take those suggestions and we actually put them in a system where we monitor them and review them and look where we can slack them in.

We can’t always guarantee they’re going to make it into our release but we really do consider every suggestion that comes in. So this is the 11th major release and we’ve had many, many minor releases since December 2008 and that’s when we first released the product.

So the two new modules I want to talk about today or the two new capabilities I want to talk about today is first of all, some significant enhancement to the design module. Enhancements that I believe will make it a much more capable tool for communicating complex processes. So we made some great changes to design. But something that I’m personally extremely passionate about is the collaborate module. So the ability to start a dialogue, whether it’s a dialogue between people designing a process, between the stakeholder of a process or anyone in your company, a way to collaborate in a social fashion about your service management program or for that matter, any other topic.

So collaborate is really going to be part of the foundation of taking service management to the people and actually design by doing, understanding what people on the field want, bringing that into your design. So you can actually make what you build more relevant to the population. So design and collaborate is what we’re going to be talking about here today.

So the first thing we’ll focus on and what I’ll do is I’ll just go through a little bit of a presentation here. And then I’ll jump in and actually show you it in the tool. So the first thing I want to talk about is the design module. And we really wanted to make the diagrams much more rich in order to improve communication. So one of the things we’ve done and this was a suggestion that came in, was adopt some new symbols. So we adopted something which is an industry standard, business process and modeling notation version 2.0.

Now we also realized that we didn’t want to make it overly complex. So we looked at what was in BPMN 2.0, we did a lot of research in the industry and we come out with what we believe, I call it the 80-20 rule. 80% of what most people use and I wanted to bring that into the product. So those include new task types. So today in the product, our task is represented by a box on a flow chart. We now have new task types that signify script tasks, manual tasks, automated tasks, etc. We’ve also brought in the concept of events so you’re able to demonstrate on your diagrams an escalation event, an error event and more.

One of the things that people have been asking for a long time are decision boxes. Well in BPMN 2.0, they’re referred to as gateways, we’ve introduced 3 types, not one but three, a standard decision box, the yes and no, or you put the question in the box and you have the branches come out whichever way you wish. But also what’s called a parallel or a decision, so it’s an X or a +. And if you’re familiar with the BPMN notation, you will recognize those symbols, so 3 types of decision boxes that you can use.

Another part that I’m extremely excited about is the introduction of the sub-processes. And sub-processes allow you to take your diagrams one level deeper so you can have on a diagram a box, which is signified as a sub-process, and by clicking on it, it will expand another set of tasks. So if you wanted to take it down another level, you can. But I think the real important point here is that you can simplify. So rather than have dozens of boxes on a screen, you can bring them together into sub-processes and actually make your diagram simpler to understand but also have the depth and the richness you need to really communicate.

Finally we’ve also added data objects to the diagrams. So if you wanted to show that you’re updating a CMDB or if you want to show that you’re outputting a file, we have the ability to reference that in a swim lane of its own. And you can name that swim lane, systems or data or whatever you want to call it, just to signify that there is a data interaction happening with the process. One of the things that was a suggestion that we came in and we took the heart was the ability to reorder the swim lanes in our diagrams and people say “Whoa! Why is that important?” Well you’ll find that since our diagrams are automatically generated, sometimes reordering a swim lane could really clean up some of the complex flows that are on the diagram just by putting things in an order that will just lay up nicely on the screen.  So reordering the swim lanes has a couple of value props. I mean you can put things in order of importance if you wanted to do it that way or you can reorder a swim lane just to make the diagram that much simpler so you’re not crossing over lines as much.

We’ve also added annotations to the flow diagrams. And what that means is you can now add text to your diagram outside of any of the boxes or objects that are on the screen. You can have a swim lane dedicated to text. And you can basically use it for whatever you want, you can say phase one, phase two, phase three, or you can just have more description of what’s going on at that aspect of the flow.

And finally, one of the things that folks have asked us a number of times for is the ability to see more than one role on a swim lane diagram. So let’s say your service task agent is responsible for opening the ticket but the incident support person needs to be notified. Well today we have one object. We have it in the swim lane that’s responsible. We didn’t want to add more objects to the swim lanes because we thought that would just create a complicated diagram. But what we did do is we added the ability to bring a pop-up RACI chart right at the diagram level. So you can see the diagram from who’s responsible and then by hovering over the pop-up, you see the RACI for that diagram. So hopefully you’ll find that really well, really good feature as well.

Alright, so let’s go in and take a look at some of the new capabilities of the tool. So I’m going to switch over here and log in. I’m going to login to our still in the demo environment. Alright, so here we are at the home page. There are a couple of small changes you might have noticed right away. First of all, my pictures up here on the corner, if I hover over my picture I get the profile. And this profile is now something that you as a user can modify on your own. So if you want to change your department, if you want to change your phone number, your email address, you can do that. But you’ll see here there’s also a social component where you can actually put in your job function, your biography, a photograph and other aspects. You can even choose whether you receive email notifications if people are actually creating posts out of the collaborate module which I’ll talk to you more later. So you can modify your profile right from here just by either clicking or hovering on the picture or you can go to the drop down and click on my profile.

The other thing you’ll notice is there’s a new icon here in addition to our help, there’s a new social icon. And if you click on that, it gives you the ability to post from any page in our application topics to everyone or selected groups that you’re a member of. And you can also include URLs and links in the post. So this is a very, very simple way you can collaborate with your colleagues. On a permission basis, the whole collaborate module is permission based but you can if you so choose to collaborate with anyone in your organization in a social fashion.

You can see down here, I have my processes and I have one called the sample process. So that’s what I’ll be using to show you the new features of the design module. So I click on sample process and I’m brought into the process view. So what I’ve done here is I didn’t really draw a process. I basically just drew something that shows all the features. So the first thing I wanted to do is show the different task types that we have. So you can see here is a user task and it has a little person icon. And this is a BPMN complaint symbol.  You can see I have a service task, which has the little gear. You can see I have a sub-process with the little plus. You can see I have a message task or send task with the message. You can see I have gateways now. You can see I have script tasks.

It’s very easy when you create tasks to select the task type by a new drop down we provided. So these are all of the tasks types and these represent all the tasks types within BPMN 2.0. So a business rule task, a manual task, a receive task, a send task, a script task, a service task and a user task. And I can change the task just by changing the image on the selection box. I can also go back and have nothing. If you wanted to have it blank, that’s perfectly fine.

Now I do want to point something out here. This will not impact any of the diagrams you’ve built today if you’re currently a client. Your diagrams will look exactly like they look. They’re not going to OP all the sudden change to modify. If you want go and update your documents to bring in decision boxes and different tasks types, that’s at your discretion and you can do it. But we have sort of a rule here that we don’t want to do anything when we rule up and you release the change what you’ve done. So everything after the new release will be just like you had it. You can also then go in and it changes and updates to it.

Alright so there are the different task types. You can also see if I hover over the navigator, we have new capabilities. For example, a new gateway, a new sub process. Also the reorder swim lanes is now available here as well. You’ll notice on this task, there’s a little blue dot. But when I hover over the blue dot, it provides an example of an annotation with its swim lane at the bottom of the diagram. So you actually see the annotation by hovering over or if I scroll down to the bottom there’s the annotation. Now these will be optional and you can turn them on and off. You can choose to put them in a printed version of the document or not. That’s all of your choice but it gives you another level of actually providing information of the diagram.

Now let’s say you wanted that swim lane at the top. I just have to right mouse click, reorder all swim lanes, bring annotation to the top, hit okay. And now you can see the annotation is at the top, so again, giving you more flexibility to orient the swim lanes the way that you’d like to do it. Over here on the line you can see we’ve now added symbols to the lines. So this is an example of an error condition. So if I click on the line, you can see I have the ability to select a number of things. First of all I can select the image so I can have an error, an escalation, a message or a timer event. So these are called events. Events can be placed on the line. And I have the ability to place these on different segments of the line, the longest, the first or the last and I can place the image on different segments as well of the line above or below or on the line. So you really have some more customization abilities to where these objects are going to be placed in the diagram.

So we have the new task type, we have the annotation, we reorder the swim lane, and we showed you the different conditions. Here’s an example of a gateway. So this is an example of a standard yes no or a decision box. Now the text within this gateway, it could be anything you want – order received? Yes or no? You can customize that of course. And coming out, I had two paths here. I went from this path down to a send task and this path was labeled no and it went to a sub-process. Other types of gateways include this example, which is a parallel gateway. So what that means in terms of BPMN symbols is when you come down into this, you’re going down both streams in parallel. You’re going down this stream and this stream. So they’re happening at the same time.

Alright, the other thing I want to show you is coming out of the service task here. I have a line that says update data store and down at the bottom I have an object called data store. So we have the ability now to create multiple data connections and if I show you what some of those look like, you can take a data object, a data collection object, a data input, a data output or a data store. So you can basically put something like a data store and you can label it as CMDB. So when an incident is opened, a dotted line, update the CMDB or maybe there’s a task where you have to look up some information, you’re pulling it in from the CMDB. We have data inputs, data outputs, data collection and others.

One of the things that are also very important is the sub-process. So you can see one task, 1.4 which I labeled sub-process. If I click on the little plus, I drill down another level. So you can see here I’m using a different type of gateway, an exclusive gateway, and coming out of task 1.4.1 goes into the exclusive gateway. There’s one path that says yes and there’s one path that says no. So another great way of seeing all of the different… another way of basically demonstrating decisions in a much more concise and simple way than we’ve done it in the past.

The other thing I want to show here is this icon at the top of the screen, it’s the RACI icon. And if I hover over the RACI icon, I see the complete RACI diagram or chart for this diagram. So even though we don’t put boxes in every swim lane, so if I take a look at task one user tasks, I can see that role one is responsible, role two is consulted and role three is informed. So you get all that information basically right here on the screen. And of course that’s available in the NAVVIA essentials piece so people can interact with the diagram the same way.

Over here in the navigator, you can see we’ve added additional information so you can see all your gateways. So you just know which gateways you’re using in the process and you can see all your sub-processes and what the tasks are for the sub-processes. So for the example under this activity, which is called new features, I have these tasks and these gateways including a sub-process, which has these tasks, and this gateway. So it gives you another way of navigating the diagram like we always provided but it gives you a little bit more information in the navigator. At the task level, you can add things such as new data specification, new diagram annotation, new gateway, new data connection, etc. So, all of the capabilities to add these new functionalities are available either from this navigator or from the task definition box when you first create the task.

Alright, I think that is the bulk of the new features here. So I’ve shown you the data stores, different data objects. We still have the inter-process relationships. I’ve shown you the events that you can place on the line, the labels, positioning of the information on the line. Again, a much richer diagram than what we typically had in our previous version, although the simple diagrams we had in the previous version were intentional. We wanted to keep information simple. But for those clients who need to get a little more complex, who need to have a little bit more detail in the diagram, I really hope this satisfies those needs.

So what I’m going to do now is going to take some questions from the audience. So someone asked us if these task types are already in place for the ITIL V3 process templates, no, the templates have not been modified at all. And probably there’s no intention at the current time to modify the current process templates to support these task types. However that might be something we do consider in the future. That would be a great suggestion to come in into the suggestion box. I have a question from Kirsten. How do you know what task it is associated to? If you have more than one task in the swim lane, not sure of the question Kirsten, are you referring to the data object? Are you referring to the annotation? Oh, the annotation. What we do is the annotations are always placed in line with the objects on the screen. And they’re placed in order so if for example there is no other object in this column here if you will, so you know this one is associated here. If you went to for example this guy, if you had put an annotation here and here, the top level annotation will be for this and the second will be for that. We chose consciously not to put the task number in the annotation because talking with folks, sometimes they want to put text that isn’t actually related to a specific task and maybe such as phase 1, phase 2, phase 3. So we did that around the idea of putting the task number with the annotation. But we chose to leave that out. But of course, you can always put that in when you annotate it so you can actually say when you make the annotation, you could say 1.1 as part of the text.

Let’s see if there are any other questions there. One of the questions that came in is what is the advantage of using this over Visio? Well one of the things that you may not realize without seeing a full demo of the product is these were all built automatically. So yes, you can come in here and build these but if I wanted to make a simple change like switch the role in at the service task, it’s just a matter of changing the role. From this all the RACI charts are built. From this, mind maps are built. The concept that we have is rather than you building something in Visio, pasting it into a Word doc, and then having to come up with a separate RACI chart, a separate map, we build all of these from the data model. So for example if I were to go into the workflow section of the tool and add a task here, it would automatically show up on the diagram. So actually it’s been our experience that building the diagrams is much faster. We’ve gotten a lot of feedback from people since they’re automatically laid out that you don’t have to spend a lot of time reading a map if you will. We’ve also received feedback that when you change something. For example if I went into my process and change the name of the role, if I went over here into roles and change role one which is a whole section way to find your roles for the process that exports into the word document and I changed it to whatever I want to change it to. Coming back into the diagram, you’ll see that that change has been made right in the swim lane. So all of these diagrams are built automatically and they’re automatically inserted into the word document and they’re automatically published to a portal, which I’ll be showing you a little bit later. So again, you always have the advantage of exporting it to Visio but the thing is, we have a philosophy that says, building the tool, maintaining the tool and save yourself a lot of time and headache.

How can we reflect the timeframe within the diagram? If you have a timeframe, for example if you have one of these tasks, you can use the annotation to reflect. So you can use a timer icon on the, for example, label it with a timer and you can use the annotation to reflect the timeframe. Can we copy processes? Yes, you can definitely copy processes. Processes can be copied into multiple workspaces. One of the things that didn’t make it into release that we were really hoping would but will be coming out by a year’s end is this new global object library. So not only we’d be able to copy process but you’d be able to copy pieces of processes between processes but more on that later.

One of the questions that came in does this tool has the ability to do a start and flow for an entire process? So we are working on something called the level zero process diagram which will be built from here. So that’s not there today but there’s a good work around for it. You can create a new activity in the process and that activity; it can just be a bunch of sub-processes. So if you wanted to, you can have one flow that’s one or more sub-processes and each sub-process goes down to a more detailed level so by doing that, you can have a simple level zero diagram that’s comprised mainly of sub-processes and then decompose it down to a further level.

A question came out about browser limitations. So we don’t run an IE6 but what does? I’m currently using Chrome on a Mac. So for those of you who might recognize I have a Macintosh computer. This was all developed in Internet explorer so we support Internet explorers 7 and up and we support Chrome and Safari. There’s reasonable support for iPads as well if you want to use Safari in an iPad. The mind maps were not impacted by these changes. Basically the mind maps reflect the structure – inputs, outputs, controls, objectives, activities and tasks. So they haven’t really been affected at all so you shouldn’t have any issues with that. A lot of great questions, thank you everyone.

Is there a way to export a comprehensive process document that has appendices for each work flow diagram? You go to documents and reports. This document that I’m producing here right now is a configurable template that was produced automatically including everything that was in the process all the way down to things such as definitions, glossary of terms, attachments and links to the process, all of the tasks, inputs, outputs, activities, controls, metrics policies, governance, etc. There’s not a line in this one because it’s a sample process I built. But yes, we can export a complete process guide that you have configuration ability. And back to the Visio question earlier, that’s tied into this because the process flow diagrams are inserted into this word document automatically saving you time and effort.

There’s a question here about Visio import, is it possible? Unfortunately no then there are no plans at the time to do a Visio import. It’s been our experience however that getting a process that you’ve documented into our tools is relatively simple. I mean, since 2008 we have had many clients, many examples of people bringing their processes in. Once it’s in, which takes a few hours of cut and paste, once it’s in, much simpler to communicate, to share, distribute and maintain. So there’s a lot of advantages of getting it into tool but if you decide for whatever reasons, no longer to use our product, we do have the ability to export all the information at the formats that you can use outside of our tool such as a word, excel, power point, not power point but Visio, etc.

I think that’s it. And for the interest of time here, I think I’m going to move on to the next set of features. But I do want to thank you all for those great questions.

Alright the collaborate module. So it’s always been my belief and for some of you who know me and I know some of you, hi everyone! But for those of you who know me, you know I’ve been doing service management for a long time and when I helped co-found this company along with Karl and Tony back in 1999, we had a lot of philosophy of how things should be done and we didn’t get this product out until 2008. But we’ve been a consulting company for those 15 years that we’ve been in business. And what we’ve learned from being in service management and being a consultant company and doing tons of projects, is that collaboration leads to adoption. You build something in a vacuum, if the group of us on the call here today designed the ultimate process and didn’t involve anyone, what’s the likelihood of that being followed? So we wanted to take collaboration and make it simpler and easier.

So when we designed this collaborate module, it was about interacting to people, getting feedback, getting buy in, getting support, getting a dialogue going. And we didn’t want to restrict that so we made it unlimited access for all users of the product. So if you have a subscription to our product, you get unlimited access, unlimited user access to the collaborate module. You have the ability in the collaborate module to set up profiles – I’m the process owner, I’m the process manager, etc. You can post collaborative comments from anywhere within our application including the NAVVIA essentials portal which I’ll be talking about in a moment. So you can post from any page. You can organize your comments and all the discussions either by user, by a group, or a hash tag. So for example, if you wanted to create a group called the CMDB discussion group, you can invite people to that group and create discussions around it visible only to people in that group. Or if you wanted to create a process workspace with your incident problem and change process, only people invited to that process workspace can collaborate. But then you can extend collaboration all the way out to anywhere in your company because as you move a process from its design phase into its operational phase, so to speak, you can then extend collaboration to everyone in your company so people using the process can now feedback into the chat, into the stream, information, suggestions, feedback, basically ways to make your process better.

So collaboration can start as a small group of people building a process, a broader group providing some input, direction, guidance, and then the entire company who uses the process. We support URLs so you can have links to other things within it, within your posts. We do have email notifications that are optional, you can turn them on or off. So if somebody responds to one of your posts you can be notified by email or if they put a post in a group that you’re following you can be notified by email or turn those off. There’s a search capability with the collaborate module so you can search for content. And there’s a whole administration and audit.

This isn’t a consumer-based product. This is enterprise strength. So we wanted to make sure there was a great administration and audit capability so people can’t go in and delete posts or change their mind on what they said. Everything is audited. Everything is tracked. There’s a complete history log of who said what and when and how. You can disable posts if there’s some content that you don’t want to be in the stream. But that’s disabled, not deleted. And there’s administration capability to say who has access to the collaborate function.

So let’s pop in and take a look at that in a little more detail. So here I am in the collaborate module. So it’s a new module and again, you can turn it on or off at this level. We have two panels here, if you will. One is a way of organizing the stream and this is one is the stream. So I have a post here. Hi everyone, I was surfing the Internet and came across this comprehensive list of ITSM tools, check it out. So I can click on the link and courtesy of Chris Dancy and the folks at service here, if my Internet connection connects. Here we go. Here’s a list of ITSM and help desk tools. So you’re going to have links within it. Also I used a hashtag on ITSM and you’ll see that is one of the hashtags that is now automatically listed in the hashtags and it shows you what the most recent comment was against that hashtag. I can post comments to a post just by responding to it.

Now I am the editor of this post or the creator of this post so I have the ability to edit it or to delete it. Just to remind you, delete doesn’t really mean delete. Delete means deactivate and back in the administration capabilities, the original post is still there with an auto lock. And you can see Raph made a comment. I can get a profile of Raph and I can continue to collaborate. Over here, I can see the two groups that we have. If I want to filter on a group, I just click on the group and the stream gets filtered by that group. So David Mainville, ITSM implementation team and there’s a hashtag. If I want to see everything that David Mainville says in general, I just click on David Mainville’s name and I basically get that list of content. If I open up a group, I can see all the members of the group. So this group has a few more members and what their last post was. I can see the hashtags and what the last post was and I can filter by hashtag. So now I only see posts without hashtag in it or I can see the list of people in this system, what their last post was and I can filter just by clicking on Cecile’s name then filter.

Now you’re going to say why Shane, is she not in here, because she’s in some of the comments. So very, very easy to filter the stream, if you want to clear the filter, just hit the X over here. If you want to search on something, just bring up the search box. So if I wanted to search on something, I just enter a search term such as ITSM. Go search. Alright for some reason, it’s not quite searching but this is the demo environment and it wouldn’t be a demo if something doesn’t go a little wrong. But you get the idea. Oh, here we go. It did search finally. So we’ve got basically the ITSM in it. Search functionality, I can clear the search or search for different terms. So basically the ability to organize all your posts, from an administration perspective, I have the collaborate admin features here. So from this, I have the ability to completely, I could add new groups, I can edit groups, delete groups, I can go in and make modifications or delete the posts, I can see a full audit log of everything that was added and changed in terms of posts. And I also can configure the profile for my organization where I can able it, enable the organization with this feature and enable the free NAVVIA essential users. So I have the ability to turn it on from an editor’s viewpoint or from the consumer of the information’s viewpoint. So a lot of great administration features here as well.

Alright, any questions on this part of the application? So great question… Is collaboration limited to internal contacts or can it be used to external users? So we have something called the NAVVIA essentials portal, which I’ll be showing you just momentarily. Access to the portal is under your discretion, it’s free, and it’s unlimited. So if you want to provide a service provider, you’re an external organization, a supplier, and a contractor with access to the portal, not a problem. We have this free capability so you can invite as many people you want to collaborate. This is not linked in with Twitter or Facebook or anything like that because this is a commercial application in a commercial platform and it’s not meant to be sort of a consumer social platform. But in terms of being secure, you can invite anyone to be part of collaborate through the free unlimited NAVVIA essentials.

There was another question. Can we collaborate? I think there was another one Raph. Can we collaborate… Or maybe that was the same one. If you’re a consulting company for example, you can use this to and you have the partner’s edition of NAVVIA, so this is great question. I’m not sure who that was from. From Chuck? Hey Chuck, you can definitely collaborate your clients. You can set up an environment, which is protected for your clients so you could have their process documentation in it. You could have their surveys, their questionnaires, etc. And you can enable them only access to collaborate for specific customer based groups. Great question for email notifications when granularity is available, so notify me when new comments are added to my posts, notify me when posts are added to groups that I’m a member. So that’s the granularity.

Today this is version one of the collaborate module, everybody. Like we’ve always demonstrated with 10th major releases, this is the 11th. We’re always looking to improve the product and we’re now at a point where suggestions from folks like you are going to be so important to really making this thing rock. So feel free to let us know, if there’s some things you need to do. But that is the level of notifications that are available today.

Does an essential user have to be defined in NAVVIA with a user ID? Yes, they do but there is no limit to those user IDs and you can actually them to a department that might be reflected as service provider, outsourcer. So yes, they do need an ID because this is a secure platform. But there is no limit to the IDs and you can define them.

So do you have a NAVVIA form or user group that can utilize collaboration? Right now, the collaboration is being limited. Actually you just came with a great idea. Who was that? Hi Denise, nice… you actually just gave me a cool idea. We could actually, yeah, so you did well. I could actually create up an organization and invite our clients to it and let them collaborate us a discussion form. So although we didn’t originally intend to release something like that or do that, I can see very clearly how I can make that happen. So thank you for the suggestion, we’ll take that to the heart. But yeah, all it would entail us to do is create an organization called NAVVIA o invite all our clients and then we can have a full collaborative environment between our clients. And again, the clients can choose to update if they wish.

Here’s a great question. Can collaboration be used for knowledge management, sticky posts for policies, facts, hints and tips? Definitely! If you wanted to create the company-based group, you can. So it will be done on a group basis. So if you wanted to create the tips and tricks, if you wanted to create ITSM FAQs, you can create those as groups within the collaborate module, invite everyone in the organization and then they could basically see the post that are in there. They could search the post for information and they could also make comments on it so yeah, great.

Ah, the active directory question. So, not yet, it’s coming. It’s one of the features that is next on the list after this release and I can take that with full certainty. Active directory is going to be very important for us especially as we’re growing our customer-base and we’re getting larger and larger clients. So the active directory integration is something we’ve had on our radar and development on that is going to be as part of the next phase of active development. So you’ll see that in the not too distant future.

Ah, the collaborate audit. Could this be used for federal auditors? If so, how much will it be able to see? Well, they’ll only see what you give them access to. So right now the only people who can see the audit stream is one of the people in your company who’s been set up as an administrator of the tool. Now you can take this information and provide an auditor with access to it or you can get this information out of the tool and share it. That was the reason we put the audit stream in there. We wanted to make sure that that definitely was an audit level so that if someone made a claim of something being said that you could always go back and verify it.

So there’s a question here about can we collaborate with others within the same industry? The way collaborate is set up, it’s for your company. And just to add to that, if you don’t have a collaboration platform, think about it. NAVVIA with the unlimited NAVVIA essential licenses is now your company’s collaboration platform even if they’re not using it for process work. But I’m just going to leave that a little aside. It’s designed for you to collaborate within your company. So if we do set up something of our own in a NAVVIA instance and invite our clients, perhaps we’d be able to segment that by industry and other types and I think we could. I’d have to look into that because Denise just gave me the idea a few minutes ago. But just to be clear, collaborate is for collaboration within your company. If we do create a cross-customer platform in one of our own instances, we’ll take a look at making sure we can filter that by industry type.

What is your level of compliance with accessibility standards? We have no official policy or statement on accessibility standards. We tend to support with the browser’s support and that’s the limit. I mean, if I want to zoom in here, on my Mac, if I wanted to read the text I could on my Mac because it’s supported as part of the OS and browser. But I can’t really comment on any official policies towards accessibility. I’m not even familiar with [tiver], if you can elaborate on that please. Are you referring specifically from the collaborate function? And at this point, we have no plans on integration with other social platforms. We might look at that and we might evaluate that. At this point, we wanted to keep it pretty much restricted to the NAVVIA platform and the customer’s own environment. But if you want to take that, if you want to send me an email, I’ll leave my email address afterwards and you can fire me off a note and we can talk about it.

Can multiple people with access to the portal edit the document at the same time? So if you’re one of the editors in the edit function definitely. If you’re one of the NAVVIA essential users, which are the free unlimited users, there’s no edit capability because it’s a read-only portal. But if you’re in the part of the application to make changes, you can definitely edit multiple people at the same time.

Whoa, another great set of questions, everyone. Thank you very much. But I’m going to have to move on to the next piece here, it’s been the interest of time, so back to my presentation.

So I’ve mentioned the term NAVVIA essentials and although it’s a feature that’s available today immediately, I wanted to touch on it because it’s… quite frankly it’s one that hasn’t gotten the level of adoption that I think it warrants. And this NAVVIA essentials portal is an amazing way to simplify your whole workflow in terms of doing surveys, publishing your documentation, organizing your complaints, tasks, getting access to the training. So I really wanted to spend the moment talking about it. And that the fact is we’ve also implemented some of the new capabilities like collaborate within the NAVVIA essentials portal. So let me show you that or let me talk about that first of all.

The NAVVIA Essentials Portal truly can be the hub of your ITSM program. It’s a place that anyone that you need to communicate with can go to with their free user access and get access to process documentation, governance tasks, surveys, courses and the ability to collaborate. Through it, you can share all your content with everyone in your company. For what’s called our partner’s subscription and our enterprise subscription, there’s no limit – unlimited. For what’s a called a solo edition, it’s limited to 25 NAVVIA Essential users. But if you’re in the enterprise or partner level, you can share your content with everyone in your company and if you’re a consulting organization with clients you choose to invite to your instance of the NAVVIA tool.

Auto-synchronization in the respect that if you make changes in the documentation in our designer, it’s automatically pushed to the portal and it’s pushed based on permission so only those people who are permitted to see it can see it. So there’s no more of this taking to Visio, pasting it into a Word document, updating other parts of the Word document that might have been affected by the changes to the Visio like role names, creating a new RACI chart, building all that, putting it to share point. No one can make changes to all of the documentation that pushes it to the portal which is free use, free access to everyone.

It’s branded for your company so where you see on this little picture here the NAVVIA logo, you would have your company’s logo. Hopefully, you’ll agree it’s simple and intuitive because we tried to make it super simple to use. You join in on social conversations. So if your company doesn’t have its own basic social platform like Yammer, or one of the other tools, you can use it instead of. So think about it. You buy an enterprise subscription, unlimited NAVVIA Essential users; you have everyone in your organization access and now they can collaborate on a variety of topics even if they’re not using it for process work. Post links to your own courses. That’s coming soon.

So we do have the great learn module but it’s in the NAVVIA Essentials portal where you can get access to all the course content. But someone has asked us, can we put our own content? If I’m a client of NAVVIA and I have a course on the new change management process or tool, can I put reference to that course on your portal? The answer is coming soon before the end of the year. It just didn’t make into the release date for this particular release.

Alright let’s go in and take a look. So I’m going to log off here. I’m going to logon as demodavidne for NAVVIA Essentials. Alright so the first thing you see is the messages tab.  These messages are something that you create. So I created one for the demonstration here called Welcome to the ITSM Portal. Here you will find information related to your ITSM program. I put a little icon in here the service management office. This is a configurable message that you can set up. And you can pin any one of your messages to the top of the list. So there’s two messages in here, this one and this one. I pinned this one so it’s always at the top. So this could be your home page, if you will. And then other messages would be available. So an update was made to the change management process, please check it out.

So you have your messages. You also have a list of all the processes you’ve been given access to. So I got a process in the NewCo company development sandbox, NewCo’s IT Processes, NewCo’s Business Processes. And because I have access to those processes, they’re showing up in my list. If I click on sample process for example, I’m presented with four tabs, so very, very simple look of the process. I can navigate the flow diagram through the navigator or by moving along here, going previous and next. If I need to make a little bit more room, I can hit the expand button so I can see it in full. If I need to export this set of diagrams to PDF, I can. I can also see the RACI chart for the process. And on the previous flow diagram, there’ll be the pop up RACI as well. I think it’s not in my development right now. But the pop up RACI will be there. And here is the RACI for the entire process. The mind map for the process – that shows you the goals, the objectives, the roles, inputs, outputs, controls, metrics, policies, your related processes, activities. Here’s activity one new features and here’s sub process and those features. There was a question earlier how was mind maps affected by the new release. The sub processes are included as part as well.

The other thing you get is the fully rendered document built on demand. This is rendering in real time. Nobody typed this document. Nobody created the table of contents. All of the content is in here. So the NAVVIA essentials portal gives you basically the messages to orient folks, the processes they can see, any surveys they’ve been asked to take, and you could see I’ve done 6 of 24 questions of the incident management, none of the other. And I can continue where I left off. And the NAVVIA Essentials portal also provides the compliance tasks I’ve been asked to perform – provide evidence of a service desk function. Well, that requires me to provide this type of evidence, which I can attach as an attachment, either a URL or an actual physical document. And then once I respond to this, it will come off my queue.

Basically where the editors are, they can actually reports and graphs and documents and how complaint in this case the incident management processes. And you can optionally turn on the learning center and in the learning center. You would see all the life courses, none in my demo environment. So this isn’t a representative schedule. We have a complete schedule of life courses. And I mean life, instructor led on these dates and times. So in the production environment, we have a schedule that goes out into next year of courses like ITIL foundations, introduction to ITIL, introduction to ITSM, ITIL in ten minutes and more. If you can’t make the courses on these dates and times, take the recorded version, download the student guide then click on the link to see the videos associated with the student guide. So, a lot of great courses – ITIL in ten minutes, ITSM Overview, ITIL Foundations, ITSM Awareness, IT Governance, Process Assessment, Effective Process Design.

Unlimited access, remember this is the free portal. So you can share this with everyone on your company if you so desire and coming soon, another tab which would be my company’s courses which would have the courses you decided to make reference or link. And then there’s the ability to see the courses you’ve enrolled in and the courses you’ve completed and of course, that information is passed back to an administrator so they can see the courses that everyone has registered on and the courses that everyone has completed. I can also access the collaborate stream from here. And I can respond, I can make new posts, and be part of the collaboration right from the NAVVIA Essentials Portal. And of course, NAVVIA Essentials is configurable if you don’t want to turn it on, you don’t have to. But turn it on, you can make it available to everyone in your company.

So I wanted to spend a moment on NAVVIA Essentials really because there’s such a value there, giving everyone in your company access to all that training, brining all your ITSM and process work together in one place – your process documentation, your maturity surveys, your compliance tasks, your messages, your collaboration. One hub, one tool to manage your service management program and it’s free. So I think there’s a ton of value that I just wanted to reiterate to folks apart of today’s demonstration.

Alright, so product availability. NAVVIA Essentials, it’s available now. So for those of you who are clients and have not been using NAVVIA Essentials and you need some tips and tricks or whatever, give us a call, we’d be happy to help. All of the other stuff coming out October 21st, just in time for the Fusion Show down in Nashville so if any of you folks are going to be down there, please stop by. But all the new features are going to be out October 21st and that’s a rock solid date. So we’re in the process of doing our final testing and tiding up things but you’ll see that soon. There will be no impact on your existing processes or process documentation and there will be training about the new features available through the learn module in our tool. So, I’ll just give you that information.

Finally, we’re here to help. We’re in our 15th year as an IT service management company. We’ve seen a lot of things. We’ve worked for a lot of corporations around North America and even abroad. But we can help you in a variety of ways. If you’re a client of our NAVVIA tool, it’s free customer support. So as long as you’re a licensed subscriber, and the pricing for the NAVVIA tool just to put in in perspective, an enterprise edition which is unlimited basic user IDs and ten editors is $12,000 a year. And a partner edition, which is suitable for consulting organization, is $18,000 a year, again, with unlimited basic user IDs. Support for the product is free and unlimited. There’s also a free training on the product so if you want to learn how to use it, the courses, you can take and again and they’re free and they’re on a nice regular schedule.

We also have something we call the engagement workshops. So if you’re an existing client that needs to just understand better ways to use the NAVVIA product within your program, we’re offering free engagement workshops to help you out with that. And if you’re someone looking to trial the product, we also have engagement workshops to make sure that your trial goes really well that you actually get something done in your trial. Maybe get a process built. Maybe get a survey conducted. Put some governance in place. So the engagement workshops are free they’re for our clients and for people who are taking a test try over the product and it’s really to help you get the value of the tool.

We also have something called the NAVVIA accelerators which are small 40-hour blocks of consulting which you can draw down upon and you can get them around in a variety of areas – a process design, an assessment. So we can do a very quick assessment for you for $8800 bucks 40 hours. We can do a very simple process design for you for the same price producing mentorship. So the accelerators are for really helping you. It’s like teaching you to fish. It’s always better if you can do your own fishing. You can feed yourself. We want to teach you to fish and the NAVVIA Accelerators are about teaching you to fish. N ITSM consulting and education, we’ve been working with organizations of all sizes, global organizations, small companies, government, health care, every sector you can imagine so we can also help you with more traditional ITSM consulting and Education.

Alright, we’re a few minutes over but there were a lot of questions. I want to thank you so much for being part of this webinar today. Once again, my name is David Mainville. If you want to reach out to me personally, please do so, You can Twitter me @Mainville. And hey, check out our library up at We have a lot of great content up there. Some recent posts include one from the chairman of our company on really how a CEO looks at IT and productivity within IT. And another from JC or John Crook. JC put a great article recently around the CMDB and information on that so check out the library, a lot of great free content that you might use in your program. So once again, thank you so much and stink around for some questions if there’s any more. But for the bulk of you out there, we’re done. Have a great afternoon, thank you for attending. See you later!

Navvia Fall 2013

Rafael Alencar

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