Swiss Re’s merge of 3 ticketing tools - Prozessfuxtagung.prozessfux.com/2010/vortraege/swissre_merge_3...ticketing tools Project SNOW | IT Customer Service 2 Swiss Re’s IT Customer

Project SNOW | IT Customer Service

Swiss Re’s merge of 3 ticketing tools


Project SNOW | IT Customer Service 2

Swiss Re’s IT Customer Service involved in serving the 13’000 internal customers

  Historically grown out of the different regions and locations

  Largely regionally organised and optimized

  Key processes in scope of customer serving IT units: incident & problem management, request fulfilment, access management

  ~ 150 FTEs   Helpdesks organised

according to “follow-the-sun” principle - overall 7x24 service

  7’600 incidents per month   12’000 service requests

per month (Req for service and information)

  14’000 events

~3000 users ~7000 users ~3000 users

Americas Europe Asia

We serve 13’000 internal customers in over 60 offices around the world


Case for Change   Business challenges faced within Swiss Re

–  High diversity of processes, tools and vendors across the Service Delivery tool landscape

–  Tool overlapping / alignment needs in different areas

–  Service Strategy and Design are lacking tool support

–  ITSM tool over-engineered, tool not fit for purpose

–  ITSM Web front-end very weak – many user complaints

–  Time to Market – small changes take ages

–  Very complex ITSM set-up – not ITIL compliant

–  Reporting almost inexistent No accurate data on our Service Delivery Performance


Objectives   To focus on content/business processes and not on infrastructure/

tool

  To reduce the current application blue print by introducing one tool for many ITIL processes – Replacement of IET Solutions, Remedy, Lotus Notes DB’s and other home grown tools

  To improve “Time To Market” and to gain flexibility

  Reduction of IT infrastructure and costs through SaaS or ASP solution

  Reduction of Help Desk Calls through improved self service capabilities

  To enable the new Service Catalog/Level concept

  To understand what the organization is delivering through reporting


Scope

Incident Mgmt Problem Mgmt

Event Mgmt (ITSM)

  Implement a business oriented new integrated solution for managing Service Catalogue together with Service Level Mgmt

Knowledge Mgmt

Service Level Mgmt

Request Fulfillment

Asset Mgmt

Integration

Migration Legacy

Reporting / Dashboard Communication

Training

  Service Desk Interface, IM Process, PM Process, Tec Event Integration, Knowledge Management

  Self Service HW/SW, Self Service Access Mgmt, IAM Integration, Self Service Portal, On/Off Boarding, Asset Mgmt (Workplace)

  Integration: HW/SW Cat, SRE Asset, IAM, SRE Purchase, Account Mgmt, ODBC Connector, Tapir, Security, Self Service Legacy, Maximo, CMDB, SMS, Action Mgmt, CoC, L&H DB, other legacy IM&PM systems

  User Communication, Training, Awareness Sessions, Lunch&Learn, Online Training, Planned&Unplanned Event Communication, User Personalized Portal, Survey, Reporting, Dashboard, Availability Mgmt Communication


Tool evaluation & decision

6 Project SNOW | IT Customer Service


Tool evaluation   Extensive Requirements Gathering – Key criteria's

–  Time to market

–  Easily configurable workflow capability

–  ‘Out of the box’ ITIL v3 capability for the SR global ITSM processes

–  Externally hosted > reduced infrastructure maintenance & operational costs.

–  Enabler to focus on business process instead of tool development

  Considered Tools –  IET Solutions (existing system)

–  IBM Maximo

–  SAP

–  Service Now


Reasons why Service Now   Time to Market

  Out of the box functionality

  Scalability

  Phased approach possible

  Reduction of Operational Costs

  Ideal ITIL and process support

  Good Reporting capabilities for free


Project Facts, Figures and Result



Project facts and figures   Phased approach

–  Proof of concept (March 09)

–  Phase 1 Incident and Problem management Base, Service Desk ticket logging (July 09)

–  Phase 2 Enhanced Incident Management to all IT units, Logistics ticket logging (August 09)

–  Phase 3 Workplace Asset Mgmt (Dec 09) and fully integrated Self Service Portal (Feb 10) –  14’000 items in the catalog

–  All SR Application and Infrastructure Access Products available through Self Service

–  Many other services, like self logging, pw reset, loan services

–  Phase 4 further enhancements (April 10)


Results   Expected

–  One tool for IM, PM, RF, SelfService..

–  Time to Market excellent

–  Process support established

–  Most of the project objectives achieved

  Unexpected (side effects) –  Massive increase of transparency

–  We understand group wide what our Support organization is delivering to the customer

–  Many new opportunities to use the tool discovered Improved Business Support

–  Service Now is a platform not a tool


Critical Project success factors



Success Factors   Be ready with your processes, aligned and know what you need

  Stay as much as possible out of the box

  Fast engineering works in straight forward areas, but don’t rely on it for complex and integrated solutions

  Plan implementation resources carefully (lack of knowledge)

  Get internal Security involved from day 1

  Plan enough time, even time to market is brilliant

  Start with a solid base and apply changes later

  Gain many insights and new facts from using the tool and evolve later


Lessons learnt



Lessons learnt   The tool is only as good as your processes and preparation work is

  The tool is very flexible, therefore be continues of not extending the scope

  Ensure sufficient implementation resources or ensure your teams are fully enabled before you start with the implementation work

  It is in most of the cases straight forward to integrate into other systems, however plan sufficient time

  You will discover the potential of the tool once you use it


Thank you

Tomi Selak - Director | Service Now emea Executive Briefing | Customer Service


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This presentation is for information purposes only and contains non-binding indications as well as personal judgment. It does not contain any recommendation, advice, solicitation, offer or commitment to effect any transaction or to conclude any legal act. Any opinions or views expressed are of the author and do not necessarily represent those of Swiss Re. Swiss Re makes no warranties or representations as to this presentation’s accuracy, completeness, timeliness or suitability for a particular purpose. Anyone shall at its own risk interpret and employ this presentation without relying on it in isolation. In no event will Swiss Re or one of its affiliates be liable for any loss or damages of any kind, including any direct, indirect or consequential damages, arising out of or in connection with the use of this presentation.

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Swiss Re’s merge of 3 ticketing tools - Prozessfuxtagung.prozessfux.com/2010/vortraege/swissre_merge_3...ticketing tools Project SNOW | IT Customer Service 2 Swiss Re’s IT Customer