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. For more information, please visit http://cainc.to/Nv2VOe

1. 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

2. 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. 3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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

4. 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

5. 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

6. 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.

7. 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

8. 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

9. Did I say really loooonnnnnnnnggggggg
KD
Polling
KD
Data
Inquiry
KD
Maestro
PAM
Link
Create
Data
Transmission
If Manual
Enter AS/PCI
Enter Save
If Automatic
Enter Save
Base Page Pre
Populated
Properties
Connection
Errors
Reported
Able to
Restore
Outage
Placed On
EOL
Faxed EOL
Disabled S&R
Populate
Activity Log
Outage Tab
Type Offline
triggers
Offline Msg
Note AL
Outage Tab
Start Date set
<24 create AX
Request Note
AL
Outage Tab
Type
Hardware
create
HDWare
Request
Note AL
Outage Tab
Type AM
create AM
Request
Note AL
Status – In
Progress
Status – In
Progress
PSG Request
DFF
Status -
Research
Parent
PAM Create
BS Unit
Request Link
to Parent
Status - Open
Base Page Pre
Populated
AL Pre
Populated
Children Parent
Offline
Message to
Customer
Hardware
Request
Base Page Pre
Populated
Replace or
Restored
Change
Request
Opened
AL Pre
Populated
Update
Parent to
Restored
Base Page Pre
Populated
PSG
Assigned
Status – In
Progress
PSG
Restored
Status –
Resolved
Change Task
Schedule
Order
Build
Ship
Deliver
Install
Validate
PAM
Update
PAM
Create
Link
PAM
Update
Update
Parent
PSG
Request
Install IF
PAM
Update
Update
Parent to
Restored
Request
Closed
PSG Request
Installed
Completed
Base Page Pre
Populated
Status – In
Progress
Status - Open
PSG Request
Installed
Approved
Status –
Approved
SD Creates
Request
Hardware
Decommission
PSG Request
Installed
Completed
CFC CFC PSG PSG
CFC CFC PSG QC PSG QC
Request
Closed
Request
Closed
Request
Closed
PAM
Link
Create
AM Request
Customer
Contact
AM Request
Customer
Contact
Complete
Request
Closed
Status - Open
Status –
Resolved
PAM
Update
Parent
Status -
Resolved
Out Tab <24
RAX
Request
Resync
Request
PAM Create
Request
Update Activity
Log
Base Page Pre
Populated
Base Page Pre
Populated
Resync Work
Completed
Request
Closed
Outage Tab
Type Set to
Notifications
Change
Request
Change
Request
Approved
Outage Tab
Type Set
Research
PAM
Create
PAM
Create
VSR
Notificati
ons
PSG QC
Research
Notifications
Completed
Resync Work
Completed
Base Page Pre
Populated
Base Page Pre
Populated
Request
Closed
Request
Closed
SD Create
PSG
Request
Parent
Status -
Closed
SD Trigger
Online
Message
Incident
Closed
Online
Message to
Customer
Decommission
Completed
Request
Closed
Base Page Pre
Populated
Activity Log
Updated
PSG
PSG QC
CFC
CFC
Hardware
VSR
Account
Management
Process
Stop
PAM
Service
Desk
Key
PAM
Update
PAM
Link
Create
Data
Feed
Import
DND
Base Page Pre
Populated
Updates for
Vine Watch
Service Desk
Data Feed Transmission Functionality
PAM
Link
Create

10. 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

11. 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 

12. 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

13. 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

14. Automation reduces Support cost and reallocation of resources
AWACS Automated Tier 1 Support
Monitoringof
Process
AWACS
Dashboardand
Reporting
RestorationofOpenEventBaseLevelFuncationality
Network/Data
Source Event
triggers
Incident
Created
Categorize, U,I,P
Sub, Des, Sympt,
Assigned
PAM
Process
Detects
Executes Restore
Script
Logs against
Incident
Restoration
success or
Failure
Unsuccessful
Repeat Process
Restoration
Success or Failure
3 attempts
Failure
created DT
Copy from Child to
Parent Assigns
PAM
Process
detects
Executes Offline
Script
Sets Agency to MM
and Offline
List in Activity Log
next process step
3rd Attempt create
DT ticket
Logs against Incident
PAM Process
Detects
Executes Check
Script
Activity Log noted of
Event Status change
Incident Status
Updated
Event Clears
Success
Resolute Incident
Close
Status,
Assignment,Network
Up, Data Source Up
PAM Process
detects
Executes Online
Script
Sets Agency to MM
and Offline
Close
Resolute Incident
Success
Logs against
Incident
Logs against Incident
Data Source
Availability
AWACS
EP1
Perform
Network
Availabilty
Data Feed
Collection
Availabilty
PAM
Monitoring
New Relic
Monitoring
System
Support
Automation
Process
Detect Real time
Failure of Process
Automation
Interface
Availability

15. 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.

16. 16 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Q & A

17. 17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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18. 18 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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19. 19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
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For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15