RES ONE Service Store
Empower the workforce through self service, and automated delivery of apps and services.
Organizations can improve operational efficiency by automating business processes and IT service delivery. The RES ONE Service Store is flexible and easily integrates with an organization’s existing technology, maximizing earlier investments without requiring expensive "rip and replace" projects.
RES can serve as a central identity warehouse, allowing IT teams to manage access by aggregating information from a variety of sources. RES ONE Service Store lays the foundation for IT to speak with the business on the right terms – as a strategic service provider.
Transform your IT experience through self-service and automated delivery.
Mobile employees can easily view, request and manage available corporate apps and services from iOS and Android devices. Managers can easily approve requests and order relevant apps and services on behalf of their workers.
Identity and classification
The identity warehouse collects qualification information from external sources, such as Human Resource or Payroll systems, to determine the identity of a person and then map to other systems, such as Active Directory. It uses data connections to determine who should have access to services, and uses categorization to determine why people should have access to services in the catalog.
Contains a complete list of all active services offered through the RES ONE Service Store. This can be any type of IT and non-IT service. This is also where you can configure service qualification by reading data from the Identity Warehouse.
Service subscriptions keep track of service status. Service workflows are triggered by qualification and can be done via self service, re-provisioning (due to organizational change, for example), or proactively automated. Through subscriptions, services will automatically be returned as soon as people no longer qualify for them, or when they manually cancel the service.
Visual workflow UI allows IT to quickly automate business workflow processes. Business logic and IT process information are stored to determine what should happen during the delivery and return workflow. Typical actions can include budget approvals, information gathering and run books. Workflow actions can automatically send emails and perform other activities.
Request fulfillment and personalization
Workers have access to appropriate services based on title, department, project assignments and other attributes as collaboratively defined by IT, HR and LOB management. Only the services for which each person is qualified will be available.
The self-service IT capabilities of the RES ONE Service Store provide a simple way of allowing users to change their passwords and unlock their user accounts – not only in Microsoft Windows, but in other systems such as Salesforce.com and Microsoft Office365.
Ratings allow users to provide feedback on the services to which they're subscribed and to view ratings from other users. This enables IT to receive feedback on the whole IT as a Service experience, from order to cancellation.
Context-aware intelligence and subscription management capabilities allow IT to proactively deliver and revoke technology access and services whenever employee roles and responsibilities change. Self-service IT services can be further adapted based on additional user context.
RES ONE Service Store architecture
Setup & sync tool
This console is used for setup and synchronization of data connections.
The console is used for administrative management of the RES ONE Service Store environment.
*The RES ONE Service Store Management Portal runs across popular modern browsers, including Internet Explorer 11 and Microsoft Edge.
RES ONE Service Store datastore
The datastore is the central database for the RES ONE Service Store environment. All consoles, catalog services and transaction engines in RES ONE Service Store connect directly to this database.
RES ONE Service Store catalog
Catalog services maintain the set of available IT services. They are used by RES ONE Workspace to query which IT services are delivered to specific users. Clients communicate with catalog services for interaction with end users, as required for the service delivery or return process. Each client shows an overview of self-service IT products that can be requested by the user, as well as all services that have been delivered and all actions that need attendance. RES ONE Workspace and the RES ONE Service Store web interfaces both communicate with the catalog service.
RES ONE Service Store transaction engine
The transaction engine takes care of service workflow actions and integration with RES ONE Automation. This engine is also responsible for determining whether a user is qualified for a specific self-service IT product. It will trigger the delivery or return of that service based on those qualifications.
RES ONE web portal and mobile gateway
Similar to an enterprise app store, this interface allows users and mobile devices to access the RES ONE Service Store. It is a central location where users can request and cancel services, as well as check order status and read messages.
*The RES ONE Service Store Web Portal is compatible across popular modern browsers, including Internet Explorer 11 and Microsoft Edge.
All network communication in a RES ONE Service Store environment is secured through SSL encryption, except for the RES ONE Service Store web portal. To secure this communication through SSL encryption, you need to set up secure communication for your web server (https: protocol).
RES ONE Service Store can have only one datastore. It can have one or more consoles, catalog services, transaction engines and web portals.
Check out what's in the latest releases of RES ONE Service Store.
RES ONE Service Store 2016 Feature Release 1 (FR1)
Allow users to delegate tasks to another user directly from the web portal. This is useful if users are unable to take action. For example, if they are absent from work. By delegating tasks such as approvals or providing additional information, services won’t be delayed and SLAs can be met.
Password Reset Flexibility
Configure password complexity policies based on regular expressions and mark them as complete to the end user in real time. This provides added security and ensures that passwords provided by your users meet the requirements of your organization.
Dynamic Workflow Actors
Insert placeholders and/or functions in your workflow so the system will dynamically determine the correct person to which they apply at service delivery. When the workflow action is executed, these placeholders and functions will then resolve into a specific value. For example, the approver can be dynamically determined at service delivery based on the app or service owner.
Streamline the process of storing information that is shared across the RES ONE Service Store environment with the new Global Attributes data model. This reduces the need for redundant attributes and enables you to manage services such as credentials and infrastructure settings more efficiently. In addition, Global Attributes allow data sharing across people and services to simplify service delivery and configuration.
Utilize the new date attribute in your workflow when a date needs to be provided and time is not vital. For example, things that occur on the same day each year such as a date of hire date or birth date. In the Web Portal, users can then provide this date with a date picker to ensure a consistent format.
RES ONE Service Store 2016
Attribute-based workflow triggers
Kick off service delivery when specific attributes about a person change, providing a flexible way to automate the delivery or adjustment of services. This is useful for onboarding/offboarding and scenarios where you need to automate attribute changes such as updating a phone number or name.
Deliver the same service multiple times to the same subscriber, tracking subscriptions to services to ensure that they are returned after use. Users can request a service again with new data, without having to wait on dependencies/approvals in the workflow of the previous service delivery. This will enable almost immediate fulfillment of common requests such as placing an order for a device or onboarding a user.
Placeholders for organizational attributes
User-defined organizational attributes can be utilized inside a workflow. This could include distribution, application owners, department manager, etc. Use placeholders to retrieve the values associated with the selected organizational context.
Building Block mapping
When importing a Building Block, map to existing objects in the RES ONE Service Store environment, including: people attributes, people identifiers and smart rules. This eases the sharing of Building Blocks between different environments, so administrators can avoid the manual editing and mapping.
New security licensing options
Two new license types are now available for customers looking to purchase specific capabilities around identity and access management. The current license that offers full RES ONE Service Store functionality has been renamed to Enterprise license.
Enhanced request visibility
End users can be notified when the actors take actions in which a smart rule is used, providing visibility into who is doing what and status of requests. For example, the end user can see which of the approvers rejected or accepted their request so they understand next steps.
Improved style editing
Use the new markup editor for text styling in service descriptions, messages in workflow actions and email notifications. Administrators will have a better experience with the option for hyperlinks and text drag-and-drop functionality and users will appreciate an improved visual presentation with style options (headers, block quotes, color, number lists, etc.)
Enhanced resource attachment
Upload resources directly and configure as many file repositories as necessary. Utilizing the RES ONE Service Store Datastore is still an option, but now you can easily attach a resource from an existing file share.
Mobile configuration options
Secure access to an app with a PIN code. In the Management Portal, you can make usage of a PIN code mandatory or force users to provide their login credentials when they start the app. This helps you to prevent scenarios in which unauthorized people have access to the RES ONE Service Store environment if a mobile phone or tablet is lost, stolen or in a BYOD scenario when devices are not fully secured.
Management API (experimental)
Management functions can now be automated by using the REST/JSON Management API. This enables better connectivity between systems. Please provide feedback to RES on your experience with this new feature and ideas for improvement.
RES ONE Service Store Feature Release 2 (FR2)
Push Notifications on Mobile Devices
Support to improve workplace mobility, this feature provides relevant updates and alerts to employees and managers on new requests, status information, messages, etc. even when the app is closed on mobile devices.
Service Panels support on Mobile Devices
Request and cancel services on behalf of others at the fingertips, and use all other functionality of the Service Panel that is already available in the Web Portal from the mobile clients.
File Upload capabilities
Automate company processes that depend on file distributions that enable additional data, documents and attachments across an enterprise (easily upload pictures, driver's license, passport, drug screening reports, training certifications, etc.).
Enhance workflow design with increased customization of workflows to include addition of loops, skips and repeats, allowing for greater control and failsafe through conditional statements.
Transaction Timeline support
View which actions were executed in the course of the transaction, ideal in complex service workflows. This is a new re-layout with time in a visual, graphical manner.
RES ONE Service Store Feature Release 1 (FR1)
Expected service time delivery
View the average delivery time of services for any service or app request. This is calculated by historical data factoring in how long services have taken in the past.
Tablet support for iOS and Android
Besides supporting mobile clients natively, we have included Apple iOS and Android tablet support, making it easier for employees to work from any device and location.
Automatic server detection for mobile devices
Users can easily connect their mobile devices without knowing or specifying the correct server and port. Their email address and device will automatically connect to their mobile gateway.
Employees can easily provide information around services. This includes enforcement for users to provide input in a specific format which can be validated before continuing, minimizing user errors. Support for multi-line text boxes for input, ability to change attribute display names, adding “friendly” names, and increasing character limits have also been included.
Checklist attribute to support certifications
Significantly reduce certification times by increasing visibility around who are members of a security group to control data, apps and services access. Automatically detect and remediate account access creating an audit trail to simplify audit and compliance challenges.
Checklist service attributes
IT admins can configure a service attribute with multiple selected values. This has many uses, including expediting the creation of a new VM by selecting which attributes one would like to include from a list. Other use cases may include configuring other services that install apps based on the selection of the end user, such as in the Microsoft Office Suite.
RES ONE Service Store 2015
The mobile app and UI allows employees and respective managers to easily view, request/approve and manage their available corporate applications and services from their mobile devices. These native Android and iOS clients are free to download from their respective app stores.
A web-based management portal allows IT to manage the creation of services and workflow for RES ONE Service Store. Benefits include ease of use, easy set-up and central management. This allows IT to streamline their processes and better enable the workforce to meet their evolving business needs.
Management portal dashboard
The dashboard provides visual representation of real-time data including adoption and use of RES ONE Service Store services and application. This includes # of service transactions, changes, days since last sync, and licenses remaining stats at a glance.
Simplified visual workflow
The visual workflow editor and designer in the new Management Center provides automation and business logic behind each service request. Logic can be manual (such as approval cycles) or adapted based on the identity warehouse (organizational context).
Enhanced smart rules
Smart rules have been added to support complex business logic when modeling workflows for approvals. Multiple options are available including assignment to a designated person on the list, to multiple people, and ability to assign to all people but action is proceeded when a first response is initiated.
Global & Specific Search functions have been added for better usability. Typing a keyword or phrase will search entire system and display the top 3 results in Services or People. Results on the specific screen will be filtered out to only those which include the searched word or phrase; this also includes the Transaction view and Audit Trail.
RES IT Store 2014 FR3
Transaction engine safeguard
IT administrators can now protect their systems from unintentional changes. When certain configurations are met, a fail-safe (double confirmation) is triggered and the administrator is notified to ensure specific changes are intentional. This is useful when it may have a large impact on the environment, such as requesting or canceling a number of services, or marking a large set of people for deletion.
Guided tour, self help
A personalized Getting Started Guide is now included for end users to help them better navigate the RES ONE Service Store Portal. This help guide can easily be customized for any environment.
Improved password reset options
Password reset identifiers have been added to allow users to be identified by Windows User Account as well as other unique properties including e-mail address, Apple ID, employee ID, phone number, etc.
Dig a little deeper
How can we help you with your next step? Fill out the brief inquiry form below, and we’ll get in touch with you shortly.
Thank you for your interest. A RES representative will contact you shortly.
Have questions? Contact RES