Post on 25-Jun-2015
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ca Intellicenter
ITSM Beyond IT: Effectively Offering and Delivering Services to the Ultimate End User
ICX24S @asiddhu3 #CAWorld
Adesh SiddhuSanta Clara County Social Services Agency
2 © 2014 CA. ALL RIGHTS RESERVED.
Abstract
User experience is critical to the adoption of ITSM within our organizations. But when your users are your external customers, its importance becomes mission critical. Hear firsthand how Santa Clara County leverages CA Service Desk Manager to offer and deliver services to their ultimate end users: those in need of financial and protective aid.
Adesh SiddhuSanta Clara County Social Services
Director of Applications
3 © 2014 CA. ALL RIGHTS RESERVED.
Agenda
SET THE BUSINESS CONTEXT
SET THE SCENE – WHY WE DID IT
Q & A
HOW IT IS PUT TOGETHER
WHAT IT DOES FOR US
RECAP
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Business Content
Increased Demand for Services– More clients; changing demographics
– Alternate channels
Internal Contracts– Work assignment standards
– Ongoing case management
CLIENT DEMAND ; INTERNAL CONTRACTS
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Operating Environment – Why We Did It
Increased Demand for Services– Different kinds of clients and more of them
More demanding
Increased use of alternate channels
CLIENT DEMAND
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Operating Environment – Why We Did It
Coordinate service for a client– Multiple touch points
– Track service-initiating events
Client initiated
Case initiated
Regulation initiated
A DIFFERENT CRM
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Operating Environment – Why We Did It
In Person– Manage the lobby
– Reduce traffic
Remote– Full information available to agent
– Coordinated with external entities
CLIENT EXPERIENCE
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Operating Environment – Why We Did It
No longer a monopoly– Competition = Service Pressure
Labor Contracts– Work Assignment Rules
– Workload Rules
COMPETITION; INTERNAL CONTRACTS
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Architecture
CA Service Desk Manager is the ‘Hub’
Interfaces to multiple business systems
CA Service Desk Manager behavior is tailored for business – Little custom code in CA Service Desk Manager
– Code written mainly outside CA Service Desk Manager
How It Is Put Together
STAYED WITH “OUT-OF-THE-BOX”
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Architecture
Baseline Data Imported– User profiles
– Client (Contact) data
Event Data Imported– Business process events that drive tasks
How It Is Put Together
CONTROL DATA SETS THE FOUNDATION
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Architecture
Workforce Scheduler Interface– Work assigned to available staff
Contract Compliance Real Time– Assign work according to available capacity
How It Is Put Together
DYNAMIC VIEW OF WORK
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Architecture
UI For Non-IT
Custom Data Fields
– Track events in business context
Triggers (SPEL Code)
– Manage request lifecycle
How It Is Put Together
TAILORED FOR BUSINESS
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Bang for the Buck
Touchscreen Kiosks
Lobby Marquees
Speeds Up Client Interaction
What It Does for Us
LOBBY TRAFFIC
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Kiosk creates ticket in CA Service Desk
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Bang for the Buck
Consolidated Tasks– Open tasks to one worker
– Client query handling
– Efficiency
Unifies Multiple Touch Points
What It Does for Us
WORKFLOW STREAMLINED
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Bang for the Buck
Real-Time Picture– Supervisor Scoreboards
– Identify and resolve bottlenecks
Lobby filling up
Worker is out unexpectedly
What It Does for Us
MANAGE OPERATIONS
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Bang for the Buck
Workload Yardsticks– What has been assigned
– What should have been assigned
What It Does for Us
LABOR CONTRACTS
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Summary
Revamped Operational Model
Improved Customer Service
Custom Results Without Customization
Outside-the-Lines Thinking
LET ME COUNT THE WAYS
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For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
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ensure it links to correct pageManagement Cloud
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For Informational Purposes Only
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This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
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