Case Study: Appriss Supercharges ITSM Efficiency With Process Automation to Save Lives

Case Study: Appriss Supercharges ITSM Efficiency With Process Automation to Save Lives

Bob Popeck

Appriss, Inc.

Director of Technical Support Services

DO5X163S

#CAWorld

#ITSM

IT Service Management

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Abstract

Learn how Appriss leverages advanced process automation in IT service management to save lives of crime victims across the United States. Time equals lives. Process efficiency saves time. Learn how you can automate CA Service Desk processes for optimal efficiency.

Bob Popeck

Appriss, Inc.

Director of Technical Support Services

Who am I

• My name is Bob Popeck

• Director of Technical Support Services

• Administration, support and development of CA Service Desk Manager

(CA SDM), CA Process Automation (CA PAM), CA Embedded

Entitlements Manager (CA EEM), CA Productivity Accelerator (CA PA)

• We have 1 Administrator and 3 developers

• 70% of what we do is Process Automation

• 30% is development of new features and automations

Our Platform

• CA SDM 14.1

• CA PAM 4.2.2 – CA PAM is single most important employee at Appriss

• We operate a DEV environment for both CA SDM and CA PAM

• We operate a QA environment for both CA SDM and CA PAM

• Redundant and Failover

Background

• Appriss is a provider of information for Criminal Justice, Healthcare,

Risk & Compliance, Insurance, Public Safety

• Appriss supports over 200,000 customers and users

• Appriss supports over 50,000 feeds of data into it’s data center

• Appriss employs over 400 employees

• Appriss is an adopter ITIL based support across all of their product

bases

ITIL is a registered trademark of AXELOS.

The Story

• CA SDM had not been deployed in the 2 years we owned it

• People disliked CA, (keep in mind we had not deployed it yet)

• I took over the project (People disliked me)

• We deployed CA SDM, CA PA, CA EEM in about 4 months

• We deployed CA PAM 2 months later

Appriss’s processes are really longgggggggggg…….

• Many silos with in Appriss…we have specialized products

• Appriss Service Center - We support the internal and external

customers

• Our first call Resolution is about 70% which means “lots of

escalations”

• Escalations require technical expertise

• Difficult to track and report

Did I say really loooonnnnnnnnggggggg

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Over View of Data Transmission Process

• Data Feeds from County Jails across the US

• VINE stands for Victim Inform and Notification Every Day

• Check for data every 5 - 10 minutes or less

• Victims are at risk for the first 48 hours that inmate is free

• When a data feed stops, Victims are at risk for no notification

What CA PAM has done for us

• Drives the work flow across multiple silos

– Fewer process mistakes

– Far less key strokes

– Internal Customers are more engaged

• Keeps the employees on task and on time

– SLA’s 95% before 80%

– OLA’s 95% before 80%

• Today, CA PAM performs 140,000 orchestrations per month which

results in approximately 9 million key strokes saved per month

– Saves approximately 30 people or 1.75 million in soft cost

• Makes people smile

Our Key Metrics

• Since we moved to Windows for both CA SDM 14.1 and CA PAM 4.2.2

– Since January 2014 Availability has been 99.95%

– CA SDM Apdex averages 0.97 monthly

– CA SDM Web Service decreased from 4-5 seconds (Linux) to 2-3 seconds

(Windows)

• CA PAM Operation Success versus Failure rate is less than ¼ of 1% for

140,000 plus Operations

• CA PAM transaction time averages 1.9 seconds monthly

2015 Road Map

• System automations tied to ticket work flow

– Events Monitoring triggering incidents, escalations

• Automated Problem Identification

– Improves decision process where to focus Resources

• AWACS Tier 1 Automation

– Replace Tier 1 support steps with automation

• Automated Process failure restored through Automation

– When a process fails automation restores and keeps process on track

Automation reduces Support cost and reallocation of resources

AWACS Automated Tier 1 Support

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Failure of Process

Automation

Interface

Availability

CA PAM Automation = Soft cost savings

• Tier 1 manual steps are performed by Automation

– People time 30 minutes versus Automation time of 5 minutes

• Automation resolves event or escalates the Incident to a human

• OLA’s and SLA’s are not met, they are exceeded

• Resources not needed for 3 shifts of work

– 20 resources can be reallocated to other duties or an estimated 700,000 in soft

saved.


Q & A


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5T19SOppenheimer Funds Brings IT to the People with ITSM

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11/18/2015 at 3:00 pm

Theater 5 (show room floor)

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11/18/2015 at 4:30 pm


DO5T20SMarsh and McLennan Wins Big in ITSM by Playing a Team

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11/19/2015 at 2:00 pm


DO5X167SSpectrum Health Delivers a Superior Consumer

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Follow Conversations at…

Smart Bar

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Theater 5 (Tech Talk)


For More Information

To learn more, please visit:

http://cainc.to/Nv2VOe

CA World ’15

http://cainc.to/Nv2VOe

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Technology

Case Study: Appriss Supercharges ITSM Efficiency With Process Automation to Save Lives