CA Service Management — Unified Self-Service

ca Intellicenter
CA Service Management –
Unified Self-Service
Dale Clark
ICX10E #CAWorld
VP, Product Management
CA Technologies

2
© 2014 CA. ALL RIGHTS RESERVED.
Abstract
Find out what’s new in CA Service Management and what we mean by “Unified Self-Service”. Discover the new common components and how they can benefit your organization.
Dale Clark
CA Technologies
VP, Product Management

3
Agenda
OVERVIEW–SERVICE MANAGEMENT AND SELF-SERVICE
COMPONENTS OF SELF-SERVICE
Q&A AND SUMMARY
CA SERVICE MANAGEMENT–EVOLVING SELF-SERVICE
GETTING STARTED
BEST PRACTICES
1
2
3
4
5
6

Overview –Service Management and Self-service

5
Service Management
Most enterprises leverage a staggering volume of technology.
The rate of change (and innovation) continues to rise.
Customer and employee expectations are aligned with capabilities found in “consumer” products and tools.
Solid Service Management processes are more important than ever to meet these challenges.
The approach to interacting with business users needs to advance to match their consumerizedexpectations.

6
Self-Service
Increased use of self-service
–Pressure to lower cost or add capacity
–User demand for immediate resolution
–Provide access to underserved locations
–24x7x365 availability
Evolving public perceptions
–Initial efforts met with skepticism
–The jury is still out on some applications
–Self-Service frequently the venue of choice
Self-Service is here to stay

8
Self-Service mechanisms
Request portal
Knowledge search
Catalog of available services
Communication hub
Status information
Community and collaboration

9
Request Portal
Represents where someone “goes” to handle self-service
–Can be an application, website, etc.
Most business users have some form of “portal” that they use in the “consumer” part of their lives.
Most enterprises are in the process of establishing some form of portal to aid employee productivity.
–Most have a number of active portals.

10
Knowledge Search
Unique knowledge
Canned knowledge
Unstructured knowledge/community knowledge
Evolving knowledge search to handle multiple knowledge types and sources
–Internal and external sources

11
Catalog of available services
Defines the offerings that a user can access
–Described in the language of the consumer store-front
May include cost and price elements
Should be tied to fulfillment mechanisms
Can provide usage and capacity information

12
Communication Hub
Provides a central location for a key information
–Announcements
Provides easy access to assistance
–Call the Service Desk
–Chat
–Community: Ask questions and get advice before making a request or opening a ticket.
Status
–Current condition of any outstanding requests or other activity

13
Community and Collaboration
A “social” approach to help keep employees productive
Leverages knowledge of subject matter experts
Provides insight into breadth of impact and user sentiment
Done properly, it can:
–Reduce overall volume of issues.
–Reduce the time a user is impacted.
–Improve the perception of the IT organization.
–Increase business user satisfaction.

14
People with common interests or needs can find improved access to information and shared experiences and a stronger collective voice when involved with a community.
Community and Collaboration
The power of a community

CA Service Management –Evolving Self- Service

16
Evolutionof Self-Service
The self-service concept is not new to Service Management.
–Email incident submission/creation
–Employee access forms
–Knowledge Search
–Dlists, chat rooms and forums
–Stand-alone Catalog apps/sites
–Communities

17
Evolving Self-Service with CA Solutions

18
Unified Self-Service
Unified Self-Service is the intentional combination of a variety of Service Management processes with social and mobile technologies to create a sophisticated business user 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
CA Service Management
Unified Self-Service available today!

20
Home
Provide value in the first glance

21
Tickets
Just get the relevant information
Use category names they will recognize
Make getting help easy

22
Request a Service
Feature your most important services to get visibility
Create categories to simplify access
Simplify getting what they need to be productive

23
My Requests
Provides activity status
Where they are in the process
Show them where they stand

24
My Resources
Your Equipment
Your Tools
Your Access
Its all about what it takes to keep you productive!

25
Questions
Need information?
–Just Ask!
Browsing can answer questions you didn’t know you had
The heart of social self-service

26
Communities
Create targeted communities
Public or private
Organize

27
Chat With Analyst
Chat
Remote Control
Automation
Instant access to direct assistance

28
Mobile
Anywhere, anytime access
Leverages camera, voice-to-text, and GPS/location services
Native IOS and Android

29
Unified Self-Service is notjust for business consumers.
Common Admin
Private Communities

31
Setting Realistic Goals
Recognize that effective self-service is a balancing act.
–Self-Service augments your support desk–it’s not a replacement.
–Many support functions simply don’t translate well into self-service.
–Treat self-service support as an additional communication channel.
Start with a small, focused catalog or community scope.
–Start with a single department, job function or project team.
–A more focused group is more likely to start off with high activity.
Focus on an area that needs significant improvement.

32
Understand your target audience.
Get a feel for the mix of user styles and expectations.
–Traditionalists
–Digital natives
–Test drivers
Attempt to identify your “super-users”.
–Everyone has some subject matter expertise, but there are always a couple of “go-to people”.
–Super-users have incredible value in the community.
–Actively engage/recruit them before initiating the self-service activity–gain their endorsement.

33
A Practical Approach to Your First Catalog Offerings
Identify your “Top Ten” most utilized Categories from tickets.
Investigate three items that can be provided “as a service”.
Work with a x-functeam to define the service, including workflow automation and approvals, costand SLA.
Introduce and advertise the new services; be sure to update any existing knowledge documents to reference the service.
Measure the use of the service, gauge satisfaction, and rework to minimize bottlenecks.

34
APractical Approach to Your First Community
Identify the scope for the initial communities.
Select the Community Moderator, and identify who from the support team will be monitoring the community activity.
–Train them all on community etiquette and responsibilities.
Determine how community members will be invited.
Establish appropriate initial and welcome content.
Test end-to-end process with small audience.
Expand to broader audiences after some successes.

36
Self-Service Best Practices
Treat self-service as an integral communication channel.
–Establish leadership buy-in and resource needs up front.
–Adequate Support Analyst coverage must be assignedto ensure rapid responses to any “stuck” questions.
Start small.
–Target specific content areas or user profiles for inclusion.
–Focus on areas that need significant improvement.
Avoid IT jargon–use the business user’s language and terms.

37
Service Catalog Best Practices
Too many service definitions makes it hard to find what you want; keep it simple.
Use business language and context, not technical terms.
Don’t ask for information you already have, and keep the asks to a minimum to reduce time and frustration.

38
Communities Best Practices
Communities need content to “get things rolling” .
–Leverage support content, knowledge articles and “did you know” articles from super-users to avoid the impression there is no valuable content for the initial users.
–Content from the community members is the most valuable, but you have to “prime the pump” to get people engaged.
Groom the content.
–Trim any outdated or inaccurate content.
–Actively harvest “answers” to create and update knowledge artifacts.
–Eliminate inappropriate responses.
Content

39
Important! -ASSIGN A COMMUNITY MODERATOR.
–They keep the user experience great.
–They are knowledgeable about the community focus.
–Identify any posts that are “stuck”–not being responded to.
–Recruits targeted and timely participation from Subject Matter Experts.
–Success of the community should be a firm performance measure for the community moderator.
Moderators need support.
–Some communities will need multiple moderators.
–The support team should treat moderators’ requests with high priority.
Community Moderators

40
Many SMEs are motivated by the ability to help others, but rewards and recognition helps keep a community operating at peak performance.
–Community moderators should be allocated a “rewards” budget.
Gift cards tend to work well for “token” rewards.
–Use the Community posts to recognize when someone has gone above and beyond .
The IT support staff (SMEs, Analysts, Moderators) should have tangible aspect of their community participation included in their normal performance evaluation.
Subject Matter Experts (SMEs) and Top Contributors

41
Summary
A Few Words to Review
Results
Unified Self-Service extends Service Management by augmenting existing communication channels with automated, self-directed access to information and services based on the business user’s context.
CA Service Management combines the necessary solution elements to simplify the deployment and operation of a Unified Self-Service solution.
Deployment of self-service capabilities is a journey. Successful projects start with a very focused objective, broad support within the organization and a small initial target audience.

42
For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
Insert appropriate screenshot and textoverlayfrom following“More Info Graphics” slide here; ensure it links to correct page
Management Cloud

43
For Informational Purposes Only
© 2014CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutionssoactual results may vary.
Terms of this Presentation

CA Service Management — Unified Self-Service

Recommended

Recommended

More Related Content

Viewers also liked

Viewers also liked (15)

More from CA Technologies

More from CA Technologies (20)

Recently uploaded

Recently uploaded (20)

CA Service Management — Unified Self-Service