Increasing End User Adoption

Increasing End User Adoption of Self-Service Tools like a Service Catalog Travis DavisDirector Sales Engineer Numara Software
Company Confidential

Agenda
Introduction
Who is Numara Software
Definitions
Self-Service Good Practices
What is a Service Catalog
Why do you need a Service Catalog
How to construct a Service Catalog
Service Catalog Samples
Publishing the Service Catalog
2

Who is Numara Software?
3
Market Leadership
Serving over 55,000 customer sites worldwide with our three flagship solutions, Numara Track-It!, Numara FootPrints and Numara Asset Management Platform, Numara Software is the service management leader in small to mid-sized enterprises
My Experience
Technical Support Manager, Software Engineer, QA Engineer, Product Manager, Business Systems Engineer and presently a Field Sales Engineer
Familiar with over 400 Companies and their Business Processes.

FootPrints Family of Solutions

SOLUTIONS

Definitions
6
Incident
Work Order
Just another term for an incident
Often used by groups outside of IT like Facilities
Service Request
Software and hardware configurations supported by IT
Granting access to applications
Failure
Break / Fix (Something is broken)
Q & A / Troubleshooting activities

Self-Service Good Practices (Ask, don’t Tell!)
7
Ask don’t tell….
Don’t TELL them to categorize the request to make it easier for YOU.
ASK them to describe THEIR problem.
User can not get their email working…….
TYPE
Hardware
Software
Network
Telecom
- Could be a Server Issue
- Could be an Exchange / Lotus or Outlook / Notes Issue
- Could be an issue with a Switch / Router or Firewall.
-Could be the user just doesn’t know!
TIP: Use Verbs and not Nouns
It’s easier for end user to digest and seems more natural.

8
I AM HAVING A PROBLEM WITH
Printing
Making my Email Work.
Getting on the Internet
Using An Application
TIP: Use Verbs and not Nouns
It’s easier for end user to digest and seems more natural.

9
Can you Send Email?
Can you Receive Email?
Which Mail Client are you using? [Outlook / Lotus Notes / Thunderbird]
Are you getting an error? [YES] [NO]
Is the Error Number one of the following: [5006 / 100 / 675 / NO]
Please enter the Error [ ]

10
Don’t TELL them to Prioritize based on YOUR matrix.
ASK them to tell you who it IMPACTS and how badly it impacts THEM.
PRIORITY
Critical – Only select this option if you are physically unable to function and it affects over 30 people
High – Only select this option if it affects others besides yourself and is a hindrance but tolerable
Medium – This should be the default option selected
Low – This option should be used for requests that can be fulfilled at any time
TIP: Leverage the Impact + Urgency = Priority Matrix
But do it on the back end……….

11
Don’t TELL them to Prioritize based on YOUR matrix.
ASK them to tell you who it IMPACTS and how badly it impacts THEM.
HOW CRITICAL IS THE PROBLEM
Only Affects Me – Can’t Work
Only Affects Me – Just Annoying
Affects Everyone – Can’t Work
Affects Everyone – Just Annoying
TIP: Leverage the Impact + Urgency = Priority Matrix
But do it on the back end……….

A list of services that an organization categorizes and publishes, often to its employees or customers
Description of service
Service Level Agreements – timeframes
Who is entitled
Attributes
Costs
Contact Points
How to fulfill the service
Examples of Services:
VPN Access Request (VAR)
Security Access Request (SAR)
Change Request (CR)
What is a Service Catalog
12

Service Catalogs
13

Cost Savings and Efficiency
Elevate the Customer Experience
Basis for SLA’s with customers
Integrate & Streamline Business Processes
Demonstrate Business Value
Get a handle on what IT does, where it spends money and allocates resources
Why do I need a Service Catalog?
14

Service Request Transparency
Single location for all self-service activity
Ease of Use
Standard deliverables
Service level expectations
Utilize customer language
Incorporate visual images
Encourage Usage
Ensure easy access and use to fulfill the promise of self-service
Elevate the Customer Experience
15

All ITIL v3 processes are meant to work togetherand share information
Tie your service catalog to your
Request fulfillment process
Incident Management
Service Level Management
Change Management
Integrate with key IT management practices
Integrate & Streamline Business Processes
16

Demonstrate Business Value
17
Track service catalog metrics to justify need
Track reduction in technician assisted calls
Track increase in self-service usage
Demonstrate improved efficiencies – timelines
Track revenue generated by a service vs. the cost
of supporting that service
Show cost reductions
Show customer satisfaction results
ROI
Self-service eliminates a large number of calls
Approvals reduce spending
Standardized delivery reduces re-work
Automated workflow eliminates manual activities
Guided configuration reduces errors

Identify your service offerings
Bottom up approach
Identify all of your servers, databases, applications, and build your business services based on these
Top down approach
Determine all of the business services you offer and then the items that support those services
How to construct a Service Catalog
18

Test an internal beta for selected customers
Publish in an actionable service catalog
Role out a single service or a handful instead of creating the complete service catalog
Top 10 most popular services
Focus on a type of service
Learn from your mistakes
Don’t try to make it perfect before initial roll-out
Dry Run
19

Service Catalogs

Not Just IT – All Business Processes
21

Service Catalogs

EXAMPLE: Customer requests an iPhone

Integration with ITIL Processes – Request Management

Integration with ITIL Processes – Change Management

THANK YOUTravis DavisDirector Sales EngineerNumara Softwarewww.numarasoftware.comtravis.davis@numarasoftwear.com

Increasing End User Adoption

by HDI Orange County on May 24, 2011

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