Leveraging CA Cloud Service Management to Drive New Business Opportunities for the Service Provider

Management Cloud

Leveraging CA Cloud Service Management to Drive New Business Opportunities for the Service ProviderGrant Shewan

MCT07S @grantshewan #CAWorld

FujitsuService Management Tools Centre of Excellence

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Abstract

Over the past several years, Fujitsu has been progressively

exploring new technologies to support innovative lines of

business in an increasingly application-focused economy

In this session we will describe how we have reduced costs,

increased efficiency and opened up new markets through

integrating legacy and new SaaS-based systems.

Grant Shewan

Fujitsu

Global Lead Architect for Service Management Tools

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Biography

25 years in IT!

16 years working with CA products

14 years Service Management tools, including

CA Service Desk and CA Cloud Service Management

10 years with Fujitsu, predominantly in the service

management arena

Grant Shewan

Fujitsu

Global Lead Architect for Service Management Tools

4 © 2014 CA. All rights reserved.

Agenda

ABOUT FUJITSU

WHY IS INTEGRATION IMPORTANT?

Q&A

SOME EXAMPLE USE-CASES FOR INTEGRATION

FUJITSU’S USE-CASE

BUSINESS BENEFITS

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About Fujitsu

Fujitsu is the 4th largest IT services company globally (no. 1 in Japan)

Delivering service in over 100 countries

Revenue of $46.2 billion USD*

R&D budget of $2.2 billion USD*

162,000 employees worldwide*

* for the fiscal year ended March 31, 2014


Why is integration important?

Boom in cloud based products and services

Business requirement to link existing and new systems

Mixtures of on premise and cloud-based tools

Taking advantage of competitively priced services

Migration approach – avoid ‘Big Bang’ moves

Enhancing our service with integrating to another


Integration Example – Hardware Warranty Check

Incident raised for faulty laptop

Identify HDD failure

Locate CI in CMDB

Use web services lookupto check warranty on vendor’s website

Arrange repair with vendor

Warranty DB

Warranty Check?

Within Warranty

31/12/2014


Integration Example – Software License Check

Service Request for software upgrade

Locate Software CI in CMDB

Use web services lookupto check against licensingdatabase

Arrange software installation

Licensing DB

License Availability Check?

Licenses Available

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Integration Example – Weather Lookup

Get the weather forecast for an organization’s location

– Create a web service lookup field that will pull the weather report based off of

the organization’s location zip code for a given service request.

Create custom attributes



Update Custom Fields Template: Organization Details



Create Web Service Credential: Weather WSDL



Create the Web Service Operation: Method Details



Detailed Information


Multi-Lingual Service desk

TfS G2.x Platform (Region Specific

or Country Specific)

Global Delivery Center

CA Cloud Service

Management Platform

Use Case Fujitsu – Global Ticket ExchangeThe ‘before’ picture





CA Cloud Service

Management Platform






CA Cloud Service

Management Platform

Use Case Fujitsu – Global Ticket ExchangePost integration





CA Cloud Service

Management Platform


Use Case Fujitsu – Powered by RunMyProcess.com

RunMyProcess.com is an innovative platform as a service (PaaS)

Integrate cloud-based (SaaS) and on-premise systems, securely usingHTTPS

Pre-built connectors to transform data from one system to another

Less expensive and more flexible than on-premise solutions


Use Case Fujitsu – Why Integrate?

Move tickets to people, rather than people to tickets

Make best use of off-shore resources

Connect our on-premises and cloud-based platforms

Enable delivery of service where self-service and 1st line are

on one platform and 2nd and 3rd line are on another platform


Use Case Fujitsu – How?

Created custom attribute to store the associated ticket number

Updated the default custom fields templates, for both incident and

task tickets, to add this new field to every ticket

Send history of ticket during transfer

We lock the ticket once assigned to a remote group, to prevent

multiples from being created


Use Case Fujitsu – How?

We created a number of additional workflow actions

– Assign to remote group

– Send comment to remote ticket

– Resolve remote ticket

– Withdraw from remote group

– Incorrectly assigned to remote group

Each workflow action triggers a web service call to

RunMyProcess.com


Use Case Fujitsu – The Benefits…

Open up new markets– Reach new and smaller customers

– Offer the service at a lower price point using offshore resources

Increased productivity– Provide support from optimal resolver group to ANY customer

– Enable resolver groups to manage tickets in a single system

– Reduced end-to-end support times


Use Case Fujitsu – The Benefits…

Reduced costs– Exploit what CSM has to offer, without the migration costs

– Resolver accessing a single system reduces license costs

– Cost saving estimation：$1.56M per year

A ‘true’ global support platform


For More Information

To learn more about Management Cloud, please

visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.

Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners

and Customers.

Terms of this Presentation

Leveraging CA Cloud Service Management to Drive New Business Opportunities for the Service Provider

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