Kifinti Solutions and Ivanti provide service management software solutions to help organizations improve customer service operations beyond just IT. The document discusses how Simcoe County implemented Ivanti Service Management to automate workflows across various departments like customer service, facilities, and HR. This improved visibility, reduced costs, and provided a centralized portal for residents. The implementation was successful with guidance from Kifinti and now Simcoe County can efficiently manage various services through a single platform.

2. Customer Service:
Maximizing Service Management Beyond IT
Paul Kelsey – Kifinti Soluitions
Mike Heberling – Ivanti
MAY 2017

3. CUSTOMERS
HEADQUARTERS
COMPANY
PARTNERS
• Leading provider of Service Management & Unified Endpoint Management
software solutions for organizations of all sizes
• 20+ years of technology leadership
• Hundreds of successful references across North America
• Midmichigan, Ivanti, Livingston International, City of Brampton, County of Simcoe
• 500+ North American installs chose Ivanti
•Based in Toronto Canada and proudly Canadian!
•Strong team of expereinced staff who are 100% focused on Service Management
• Ivanti, Bomgar, Tools4Ever
• Top partner for Ivanti since 2003
VALUES
• Customer focused organization
• Establish Long term relationships with valued customers
About Kifinti Solutions

4. Beyond IT – what is it?
Call Center
Customer Service
HR Support
Finance Support
Audit, Case Management
Facilities
Legal, Compliance & Certification tracking
ITIL & ITSM principles are easily adapted for platform use
“Beyond IT”
is not new…
ORGANIZATIONS
HAVE BEEN
DOING THIS
FOR YEARS

5. General Product Design Principles
Fit for Purpose:
o On Premise or
Multi-tenant cloud
o Scalability &
Performance
o Security
Focus on usability
& end-user
performance
Easy to install,
configure, maintain
& upgrade
Configuration rather
than customization

6. Heightened Expectations
Instant information to clients
Customers require access to instant up to date information 24
hours a day, 7 days a week.
Customers are expecting solutions
to immediately support;
Product orders
Account or product information
Automated resolution of customer inquiries
In a 24/7 support model

7. Ivanti Service Management
Platform as a Service

8. BUSINESS CHALLENGE
 Ticketing System for the whole corporation
 Automation of workflow processes for every department (Customer
Service, IT, Facilities, HR, Communications, Paramedic Services,
Fleet)
 Integration with SAP for corporate data, billing and work order
generation
Simcoe County is located in central portion of Southern
Ontario, Canada in a densely populated and industrialized
region centered around the Greater Toronto Area. The
country has 1,600 employees and provides services to
nearly 500K residents.
SOLUTIONS
 Ivanti Service Management, on premise 2014.x
 Ivanti Incident, Request, Self Service, Service Catalog, Knowledge Self
Service, Knowledge and CMDB for the organization and Problem,
Change, Release for IT
 Transitioned from SAP Customer Service
BENEFITS
 Support for 311 customer service, paramedics, IT, Facilities, Fleet,
communications, HR
 Workflow automation for the whole organization and automation of
processes from initiation through to fulfillment including SAP Integration
 Self Service portal for residents and staff
 Proposing On premise & cloud option provided options
and flexibility in CapEx vs. OpEx
 Service Catalog & Portal was big selling feature
 Competition (ServiceNow, Salesforce and 311 vendors)
Enterprise Wide Service Management
Location: Ontario, Canada
Industry: Local Government
Seats: 40 (initial purchase increasing to 160 by 2016)

9. Plan to Improve Operations
Deliver better services to its
residents and departments and
deliver those services
efficiently and with the
visibility needed to continually
improve services.
GOALS OF THE
DEPLOYMENT

10. Plan to Improve Operations
Simcoe County found that Ivanti Service
Management blends best practices with
configurable tools allowing Simcoe County to:
o automate the workflow for a broad variety of
business and IT services
o administrators were able to address their
service management needs beyond IT
New RFP in
In 2014, after
each Simcoe
County
Department
had detailed
their
requirements
“Ivanti impressed us with its flexibility,”
Karen Cade, Senior Business Systems Analyst at the County of Simcoe

11. Plan to Improve Operations
customer service
corporate communications
environmental services
ambulance and emergency services
maintenance and facilities
long-term care
SAP enterprise software and GIS
mapping systems
SUPPORT
THE SPECIFIC
NEEDS AND
CULTURES
OF OTHER
DEPARTMENTS,
INCLUDING…

12. Plan to Improve Operations
Central Portal and Request
Management System
• IT, Fleet, Corporate Communications,
Maintenance, Paramedic, Procurement
• SAP Integration
• GIS Integration
PHASE
ONE
Customer Service
• 12 Person team is central point of
contact for 465,000 residents & visitors
• 1,700 staff members can also request
services or submit problems to
customer service
PHASE
TWO

13. Better Faster Customer Service
 E-mails into conversations all tracked in the tool
 Incorporating 3rd party vendors into the workflow
 Integrated GIS enables more accurate location reporting and information analysis
RESULTS ARE VISIBLE
“It’s so much better with Ivanti,” says Nightingale. “We have 32 politicians, and they
come to us, saying, ‘I heard this from a citizen,’ and they give you a few buzzwords—
maybe a street name or a last name. Now we can search the tickets by keyword.”
“We can create a keyword for events such as a blizzard,” Nightingale says.
“Then we can name it—say, Snowmageddon—and report to management or
politicians, ‘here was the impact.’ Using search is a very fast way to do it.”

17. Improving Municipal Services
Warden’s annual golf tournament
Nightingale says. “They can save the date,
book the tables, arrange for the speech—
everything gets done in Ivanti.”
Ambulance maintenance and
repair Cade says “When something goes
wrong with the ambulances, that issue is
routed from Ivanti through SAP to the Ford
dealership in town so the work gets done,
along with regularly scheduled maintenance,”
Paramedics use Ivanti
in a variety of ways
racking “storks and saves”—when
they deliver a baby or safe a life
maintaining inventory of medical
equipment and supplies on
emergency vehicles
keeping track of scheduling shifts

18. Improving Municipal Services
Simcoe’s administrative offices
paramedic bases
social services offices
road garages
Minor problems like missing light bulbs become
Service Requests
Bigger issues, like leaky plumbing, are Ivanti
Incidents where workflow creates work orders
within SAP.
Demand maintenance at Simcoe’s four long-term
care homes for
FACILITIES
TEAM FOR
MAINTENANCE
AND
REMODELING
OF:
work requests | safety concerns | equipment moves for seniors

19. Self Sufficient with Expert Guidance
“We had Kifinti staff on-site for customer
service for a couple of months,” Cade says.
“That implementation went very smoothly.
Now if something’s broken, they’ll have a
quick look at it and tell me where to find the
solution.”
As the Ivanti administrator, Cade learned
quickly. “This is not my full-time job by any
stretch, but I’m self-sufficient with the
assistance of Kifinti for things I don’t do often
and need help with,” she says.
This is a true
enterprise application
that is being
supported by less
then 1 FTE

27. Platform as a Service
Multiple communication channels
Customers expect continuity of their experience
Interrelation of all Corporate Systems to
improve Customer Experience
Information Technology (Corporate)
Web Presence
Human Resource
Facilities
Store IT Systems (PoS, etc)

28. Hybrid Call Centers
Distributed Support/Telecommuting
The Cloud advantages to Service
Management
Business continuity
Right sizing response teams
Distributed knowledge

29. Enterprise Service Management - IT
Voice IVR
Self Service
ScreenpopQuality
Management
Skills Based
Routing
CMDB
Problem
Management
Password
Reset
Voice
Mails

30. Enterprise Service Management - HR
Voice IVR
Self Service
HRIS
ScreenpopQuality
Management
Skills Based
Routing
Problem
Management
Password
Reset
Voice
Mails

31. Enterprise Service Management –
Customer Service
CUSTOMERS
In PersonMail PhoneFax Web E-mail
Customer self-service Front office staff
interaction
Auto response
Provisioning Acct MaintenanceOrder Management
UNIVERSAL QUEUE
Consolidated Customer History

32. The Sweet Spot of Value
Service Management
Solutions
Telephony
Solutions
The Sweet Spot!
Service
Automation
32

33. Breaking the cycle
 Low staff levels
 Reduced support
revenue/budgets
 Increasing activity
 Supporting more
complex technologies
There is only one way to keep service levels high
AUTOMATION
Break the negative
cycles and get
across the chasm
Manual
Service
Demand
Automation
Demand
Exceed Staff
Levels
33

34. Accountability by Transaction
Voice of the Customer Score
Aligning stakeholders to business goals
Reporting on actionable items to
support these goals
Increase Revenue
Reduce Cost
Increase Cross-sell
Personalizing Interaction and Routing

35. Customer Service Success!
Self Service is fundamental and robust
• Enable transition from email & phone based delivery to the Web
• Provides a simple starting point with 70+ pre-built templates (HR, IT, Facilities)
Platform Agnostic
• Deploy in the cloud or on premise – Your choice
• Choice is financial and TCO driven not technology as it is the same code set
• Migrate later if you want in less then a week
Feature Rich
• Mine the data easily (Dashboards, Searches, Advanced Analytics & Reports)
• Security – control and provide access to data by user
• Automate any process – use the tool to leverage existing applications or build your own

36. THANK YOU

38. Customer Service:
Maximizing Service
Management Beyond IT
Paul Kelsey – Kifinti Soluitions
Mike Heberling – Ivanti