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Pre-Con Education: Get the Most Out of CA Service Management Unified Self-service
Dale Clark
IT Service Management
CA Technologies
VP, Product Managemnt
DO5X105E
@DaleLClark
#CAWorld
#ITSM
2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation
3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Abstract
Learn exactly what is possible with CA Service Management to enable self-sufficiency of your business consumers. Also see how these same capabilities can be leveraged by support analysts and other IT service management (ITSM) power users.
Dale Clark
CA Technologies
VP, Product Management
4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agenda
IT SERVICE MANAGEMENT AND SELF-SERVICE
BARRIERS TO CREATION AND ADOPTION
OVERCOMING THE BARRIERS
UNIFIED SELF-SERVICE
SEEING AND MEASURING THE VALUE
1
2
3
4
5
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IT Service Management
IT Service Management is…
IT Service Management does…
The underpinning goal of all Service Management functions is to enhance the productivity of the enterprise
6 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Self-Service
Empowering your service customers with the means of addressing (and even resolving) their own issues
Direct access to support services
Tier zero or e-support
ITSM Maturity
Complex User Experience
≠
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Elements of Self-Service
Information/knowledge
Service requests
Escalation capabilities
Status information
Availability
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Information and Knowledge
FormalKnowledge
Less formal knowledge sources Wikis
D-lists
On-line communities - Collaborate
- Post questions
Internet/Google
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Initiates interaction with the IT function
Catalog of available services
Automation of approval and provisioning
Service Requests
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Escalation Capabilities
Provisions for accelerating direct assistance
“Call Me” Analyst Chat
11 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Status Information
Overall/preemptive notifications
System/service outages Planned maintenance
Individual status
Approval process for opened requests
Entitlement/usage of assigned resources (including IT assets)
12 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
AvailabilitySelf-service needs to be broadly accessible
Any time Any where The mechanism/device of their choice
13 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Benefits of Self-service
Organizational benefits
– Empower immediate and continuous support (24x7)
– Improve service levels
– Reduce costs
Support analyst benefits
– Increase support efficiency and productivity – call deflection
– Focus on resolving not logging
End user benefits
– Avoid phone wait time
– Immediate access to support resources
Increased customer satisfaction
and productivity
14 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Barriers to Creating a Self-Service Function
Common misperceptions abound– Employees or end users are not technical enough
– Self-service = poor customer service
– Too expensive to implement – staff is already stretched thin
– “Competes” with other corporate/enterprise information sites
Self-service requires IT attention and activity – Knowledge creation and management
– Catalog of available services
Not starting is the #1 barrier to getting value
15 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Overcoming the Barriers of Creation
Deal with misconceptions directly– Educate where necessary
Back to projects 101:– Identify the outcome you want to derive
– Establish success metrics
– Ensure ownership and accountability
– Measure baseline metrics before implementing
– Phase it Prove it Improve it
16 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Barriers to Adoption
How do I find it?
Was it easy for me to find and get what I wanted?
Did my first experience with it make me more productive?
Do I have a safety net?
Just having a self-service function is not enough
17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Overcoming the Barriers to Adoption
Internal marketing and placement– Make self-service easy to know about and find
– Focus on the language of value, immediacy and self-empowerment
– Expose services into context appropriate sites
Keep it simple– Start small (small groups, specific topics, high-value services)
Make it personal
Keep it fresh
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Unified Self-Service
Unified Self-service is the combination of a variety of Service Management processes with social and mobile technologies to create a simple, single business consumer interaction with IT that:– Empowers the business consumer to drive their own productivity
– Dovetails into existing IT processes and systems of record
– Reduces repetitive and redundant activities through automation and knowledge captured through normal service support operations
19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Unified Self-ServiceDesigned to put self-service value in your grasp
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Home
Focused on Easy
Top actions on top
Provide value in the first glance
21 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Tickets
Just get the relevant information
Use category names they will recognize
Make getting help easy
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Request a Service
Feature your most important services to get visibility and generate adoption
Create categories to simplify access
Simplify getting what they need to be productive
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My Requests
Provides activity status
Where they are in the process
Show them where they stand
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My Resources
Your Equipment
Your Tools
Your Access
Its all about what it takes to keep you productive!
Resources
IT resources a user is assigned to or is entitled to use.
Desktops, Laptops, Mobile, network, software, virtual…
Actions
In-context actions that speed up user’s tasks.
Request related services, report issues or reset password.
Information
Details of resources and actionable information.
Warranty expiring, under utilization, maintenance ending.
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Questions
Need information?– Just Ask!
Browsing can answer questions you didn’t know you had
The heart of social self-service
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Communities
Create targeted communities
Public or private
Organize and promote
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Chat With Analyst
Chat
Remote Control
Automation
Instant access to direct assistance
28 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Mobile
Anywhere, anytime access
Leverages camera, voice-to-text, and GPS/location services
Native iOS and Android
29 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Unified Self-Service is not Just for Business Consumers
Managing Analyst queues
Common Administration
Private Communities
30 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Seeing and Measuring the Value
Measurements and Metrics– Baseline
– Use key service desk / support metrics
– Measure self-service activity
– Conduct customer surveys
31 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Success Factors
Management Commitment
Ownership & Accountability
Phase It Prove It Improve It
A Few Words to Review
32 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Summary
Results
Self-service capabilities can drive dramatic improvements in customer/employee satisfaction by providing information and tools to help keep them productive. Demand for IT self-service is growing as the work-force encounters expanding self-service capabilities in the consumer part of their lives.
In anticipation of this growing demand, CA Technologies has focused on providing a unified approach to delivering self-service that combines all the necessary elements into a cohesive and process-integrated solution.
Implementing and operating a self-service function requires both up-front and ongoing activity to be successful. Establishing a clear and measurable understanding of your desired outcomes is key to success.
34 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Recommended Sessions
SESSION # TITLE DATE/TIME
DO5T19S Oppenheimer Funds Brings IT to the People with ITSM
Self-Service and CA Service Catalog
11/18/2015 at 3:00 pm
Theater 5
DO5T31TMobile ITSM Technology for IT Analysts and Business
Consumers
11/19/2015 at 2:00 pm
Theater 5 – Tech Talk
DO5X167SSpectrum Health Delivers a Superior Consumer
Experience to its IT Users With Service Catalog
11/19/2015 at 3:00 pm
Breakers L
35 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must-See Demos
ITSM Designed for Humans
CA Service Management
Theater 5
Let Analysts Help People
CA Service Desk Manager
Theater 5
Make IT Simple with ITSM
CA Service Catalog & Unified Self-service
Theater 5
Dashboards for Better ITSM
Xtraction for CA Service Management
Theater 5
36 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Follow Conversations At…
Smart Bar
CA Service Management
Theater 5
Tech Talks
Mobile ITSM Technology
Theater 5 – Tech Talks
37 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15