CA Unicenter Service Desk Product Demo

Agenda Scenario 1: the simplified Client Interface Screen Scenario Summary Scenario Steps Scenario Overview (Problem Understanding – Solution/Benefit) - Scenario 2: Quick Incident Resolution through the Analyst Screen Scenario Summary Scenario Steps Scenario Overview (Problem Understanding – Solution/Benefit) - Scenario 3: Effective Management of the Service Desk Scenario Summary Scenario Steps Scenario Overview (Problem Understanding – Solution/Benefit)

Scenario 1: the simplified Client Interface Screen

Scenario Summary

Scenario Steps

Scenario Overview (Problem Understanding – Solution/Benefit)

- Scenario 2: Quick Incident Resolution through the Analyst Screen

Scenario Summary

Scenario Steps

Scenario Overview (Problem Understanding – Solution/Benefit)

- Scenario 3: Effective Management of the Service Desk

Scenario Summary

Scenario Steps

Scenario Overview (Problem Understanding – Solution/Benefit)

SCENARIO 1: THE SIMPLIFIED CLIENT INTERFACE SERVICE DESK SCREEN SCENARIO 1

SCENARIO 1

Scenario 1- Summary Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Targeted Audience: IT and Service Desk Managers Approximate Duration: 10 Minutes Client Problem: Rising Support Costs and low customer satisfaction Objectives: Demonstrate CA Service Desk solution in providing efficient Incident and Problem Management which will reduce cost and provide improved help desk service for better customer satisfaction Products Shown: CA Unicenter Service Desk r11.2

Targeted Audience: IT and Service Desk Managers

Approximate Duration: 10 Minutes

Client Problem: Rising Support Costs and low customer satisfaction

Objectives: Demonstrate CA Service Desk solution in providing efficient Incident and Problem Management which will reduce cost and provide improved help desk service for better customer satisfaction

Products Shown: CA Unicenter Service Desk r11.2

Scenario 1 - Steps A Brief about the Self Service Employee Interface A Client having a problem using the printer, tries the knowledge search , and finds a document showing the resolution steps. Benefit: End User Self Service, improved agents efficiency (by reducing the number of calls logged) Same Client having a problem accessing the company application, looks at the announcement area to find out that the resolution for this error is published - Benefit: End user self service, faster incident resolution without submitting the incident to the helpdesk 4. Another Client having hardware problem, submits the incident by creating a new request (choosing category “Hardware”), later the client can follow up on the incident status

A Brief about the Self Service Employee Interface

A Client having a problem using the printer, tries the knowledge search , and finds a document showing the resolution steps.

Benefit: End User Self Service, improved agents efficiency (by reducing the number of calls logged)

Same Client having a problem accessing the company application, looks at the announcement area to find out that the resolution for this error is published

- Benefit: End user self service, faster incident resolution without submitting the incident to the helpdesk

4. Another Client having hardware problem, submits the incident by creating a new request (choosing category “Hardware”), later the client can follow up on the incident status

Scenario – 1 Snapshot Service Desk End-User View for self-service

How to Log Incidents // we can show only the web based interface Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Web Based Interface // only this can be shown Choose the category: hardware, application By Email, ex. Send to [email_address] Automatic logging of the incident Integration with fax server Telephone

Web Based Interface // only this can be shown

Choose the category: hardware, application

By Email, ex. Send to [email_address]

Automatic logging of the incident

Integration with fax server

Telephone

The Problem … Emirates Computers – Confidential © Copyrights Emirates Computers 2005 Multiple disparate help desks Incidents reported by phone only Limited visibility to incident request status Slow Response from help desk Support

Multiple disparate help desks

Incidents reported by phone only

Limited visibility to incident request status

Slow Response from help desk Support

The Problem … Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications Multiple disparate help desks Recently acquired electronics subsidiary Departmental help desks

Supervisor

Technicians

Supervisor

Technicians

Manager

Developers

Multiple disparate help desks

Recently acquired electronics subsidiary

Departmental help desks

The Problem … Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications Incidents reported by phone only Employees circumvent the help desk out of desperation for a resolution Long call wait times Low 1st call resolution Limited visibility to incident request status Slow Response from help desk

Supervisor

Technicians

Supervisor

Technicians

Manager

Developers

Employees circumvent the help desk out of desperation for a resolution

Long call wait times

Low 1st call resolution

Limited visibility to incident request status

Slow Response from help desk

The Problem … Business Employees IT Operations Level 0 Support (Self-Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support Supervisor Technicians Development Tech Support Supervisor Technicians Manager Developers Networks & Servers Databases Applications No standard processes Manual process No escalation procedures No coordination between help desks or across IT Most IT failures never reported to the help desk Frustrated employees Long call wait times Unable to resolve Incidents

Supervisor

Technicians

Supervisor

Technicians

Manager

Developers

No standard processes

Manual process

No escalation procedures

No coordination between help desks or across IT

Frustrated employees

Long call wait times

Unable to resolve Incidents

The Solution – CA Unicenter Service Desk Business Employees IT Operations Service Desk Level 1 Support Level 2 Support Level 3 Support Tech Support Engineering CA CMDB Level 0 Support (Self-Service) Networks & Servers Databases Operations Manager Analysts Manager Supervisor Technicians Manager Developers Change Advisory Board Change Manager Service Desk

Benefits Reduce costs through self-service Self-help with knowledge search capabilities Announcements Reduce number of calls save analysts time and and let them focus on the critical incidents Automate problem resolution Service Desk End-User View for self-service

Reduce costs through self-service

Self-help with knowledge search capabilities

Announcements

Reduce number of calls

save analysts time and

and let them focus

on the critical incidents

Automate problem resolution

QUICK INCIDENT RESOLUTION VIA THE ANALYST INTERFACE SERVICE DESK SCREEN SCENARIO 2:

SCENARIO 2:

Scenario 2 - Summary Targeted Audience: IT and Service Desk Managers and Service Desk Analysts Approximate Duration: 10 Minutes Client Problem: Excessive Time required for help desk analysts to get up to speed and resolve incidents Objectives: Demonstrate CA Service Desk solution in providing efficient Incident Management, quick logging and resolution of Incidents, better understanding of client environments. Products Shown: CA Unicenter Service Desk r11.2

Targeted Audience: IT and Service Desk Managers and Service Desk Analysts

Approximate Duration: 10 Minutes

Client Problem: Excessive Time required for help desk analysts to get up to speed and resolve incidents

Objectives: Demonstrate CA Service Desk solution in providing efficient Incident Management, quick logging and resolution of Incidents, better understanding of client environments.

Products Shown: CA Unicenter Service Desk r11.2

Scenario 2 - Steps A Brief about the Service Desk Analyst Web Interface The analyst receives a phone call from end user in the HR Department, using Profile Browser, the analyst can get the following Details on client assets and environment History of incidents Contact details Activities performed Knowing all the above can enable the analyst to quickly identify the incident details and can launch the incident quickly Analysts can view all their pending and assigned incidents/problems and requests

A Brief about the Service Desk Analyst Web Interface

The analyst receives a phone call from end user in the HR Department, using Profile Browser, the analyst can get the following

Details on client assets and environment

History of incidents

Contact details

Activities performed

Knowing all the above can enable the analyst to quickly identify the incident details and can launch the incident quickly

Analysts can view all their pending and assigned incidents/problems and requests

Scenario 2 – Snapshot: Analyst Screen

Our understanding of a Support Environment Service Desk Calls Knowledge Database Centralized Knowledge Base Knowledge-driven support Consistent, correct answers to common problems Online self-help Desktop Management Support Automation Change Management Incident Management Problem Management Root Cause Desktop & Server Mgmt. Asset discovery and inventory Remote control Software & patch deployment Protect against vulnerabilities Automate system migrations Incident & Problem Mgmt. Detect & record Classify, diagnose & resolve Monitor, track & communicate Analyze, develop & implement fixes Close incident, problems, known errors & report Change Management Plan, prioritize, and categorize Analyze impact Manage authorizations Manage implementation Management Metrics Near real-time performance indicators Defined KPI’s Drill down view of data View business and operational information Management Metrics

Centralized Knowledge Base

Knowledge-driven support

Consistent, correct answers to common problems

Online self-help

Desktop & Server Mgmt.

Asset discovery and inventory

Remote control

Software & patch deployment

Protect against vulnerabilities

Automate system migrations

Incident & Problem Mgmt.

Detect & record

Classify, diagnose & resolve

Monitor, track & communicate

Analyze, develop & implement fixes

Close incident, problems, known errors & report

Change Management

Plan, prioritize, and categorize

Analyze impact

Manage authorizations

Manage implementation

Management Metrics

Near real-time performance indicators

Defined KPI’s

Drill down view of data

View business and operational information

EFFECTIVE MANAGEMENT OF THE SERVICE DESK SCENARIO 3

SCENARIO 3

Scenario 3 - Summary Targeted Audience: Service Desk Managers and IT Directors Approximate Duration: 10 Minutes Client Problem: Management has limited awareness of Service Desk Metrics (Productivity, pending incidents, SLA violated , etc) Objectives: Demonstrate CA Service Desk Dashboard Solution in providing real-time consolidated reporting of key performance indicators of the helpdesk system Products Shown: CA Unicenter Service Desk Dashboard

Targeted Audience: Service Desk Managers and IT Directors

Approximate Duration: 10 Minutes

Client Problem: Management has limited awareness of Service Desk Metrics (Productivity, pending incidents, SLA violated , etc)

Objectives: Demonstrate CA Service Desk Dashboard Solution in providing real-time consolidated reporting of key performance indicators of the helpdesk system

Products Shown: CA Unicenter Service Desk Dashboard

Scenario 3 - Steps A Brief about the Service Desk Dashboard Tabs and screens An IT Director reviews the dashboard to get understanding of how is operation is performing. Illustrating the Requests/Incidents/Problems tab and how real-time charts can be viewed Show how to act of a graphic area, how to show all an-assigned incidents , and Drill-Down to service desk level , and view incident details ( its not just a graphic tool, you can zoom into incidents details from the dashboard ) Knowing all the above can enable the IT Director to view all incidents that are about to violate SLAs, and to get near real-time information about the support environment

A Brief about the Service Desk Dashboard Tabs and screens

An IT Director reviews the dashboard to get understanding of how is operation is performing.

Illustrating the Requests/Incidents/Problems tab and how real-time charts can be viewed

Show how to act of a graphic area, how to show all an-assigned incidents , and Drill-Down to service desk level , and view incident details ( its not just a graphic tool, you can zoom into incidents details from the dashboard )

Knowing all the above can enable the IT Director to view all incidents that are about to violate SLAs, and to get near real-time information about the support environment

Scenario 3 – Snapshot: Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of incidents/requests/problems

Targeted Reporting Solutions Report Requirements Field Technician Team Lead Service Desk Manager Service (SLA) Manager Problem Manager IT Manager / Director Customer Reports Report Solutions Menu Reports Scoreboard & Graphics ITIL Reports: MS Access (75+) Crystal Unicenter Dashboard

Report Requirements

Field Technician

Team Lead

Service Desk Manager

Service (SLA) Manager

Problem Manager

IT Manager / Director

Customer Reports

Report Solutions

Menu Reports

Scoreboard & Graphics

ITIL Reports:

MS Access (75+)

Crystal

Unicenter Dashboard

Targeted Reporting Solutions Real-Time Offline Summary Detailed SLA Manager Service Desk Report Scoreboard Dashboard MS Access / Crystal Dashboard