ITSM Beyond IT: Effectively Offering and Delivering Services to the Ultimate End User

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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


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

1

2

3

4

5

6


Business Content

Increased Demand for Services– More clients; changing demographics

– Alternate channels

Internal Contracts– Work assignment standards

– Ongoing case management

CLIENT DEMAND ; INTERNAL CONTRACTS


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



Coordinate service for a client– Multiple touch points

– Track service-initiating events

Client initiated

Case initiated

Regulation initiated

A DIFFERENT CRM



In Person– Manage the lobby

– Reduce traffic

Remote– Full information available to agent

– Coordinated with external entities

CLIENT EXPERIENCE



No longer a monopoly– Competition = Service Pressure

Labor Contracts– Work Assignment Rules

– Workload Rules

COMPETITION; INTERNAL CONTRACTS


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”


Architecture

Baseline Data Imported– User profiles

– Client (Contact) data

Event Data Imported– Business process events that drive tasks


CONTROL DATA SETS THE FOUNDATION


Architecture

Workforce Scheduler Interface– Work assigned to available staff

Contract Compliance Real Time– Assign work according to available capacity


DYNAMIC VIEW OF WORK


Architecture

UI For Non-IT

Custom Data Fields

– Track events in business context

Triggers (SPEL Code)

– Manage request lifecycle


TAILORED FOR BUSINESS


Bang for the Buck

Touchscreen Kiosks

Lobby Marquees

Speeds Up Client Interaction

What It Does for Us

LOBBY TRAFFIC


Kiosk creates ticket in CA Service Desk


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


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


Bang for the Buck

Workload Yardsticks– What has been assigned

– What should have been assigned

What It Does for Us

LABOR CONTRACTS


Summary

Revamped Operational Model

Improved Customer Service

Custom Results Without Customization

Outside-the-Lines Thinking

LET ME COUNT THE WAYS


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

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.

Terms of this Presentation

ITSM Beyond IT: Effectively Offering and Delivering Services to the Ultimate End User

Technology

Transcript of ITSM Beyond IT: Effectively Offering and Delivering Services to the Ultimate End User