Presentation from Salesforce.org Higher Ed Summit 2017 by: Mary Reiman, Butler University Butler University, focused on swift innovation and growth, has required IT to reevaluate services and work prioritization. Like most IT shops, Butler has historically used several different applications to manage work, making it difficult to have a global view of projects and workload. Their vision is to bring all of these functions under the Salesforce umbrella to provide a seamless work experience. In June 2016 Butler implemented the Salesforce Service Cloud, using cases to manage service requests and developing the knowledgebase for customer self service. This was followed by custom development and implementation of the Mission Control app. Join this session to learn how by using Salesforce as a base platform and adding tools found in the AppExchange, they have developed a process for managing work across the department. Salesforce dashboards allow them to manage various workloads ? cases, operational and new projects, and the backlog list. The progress of individual projects and backlog statuses can also be shared with others across campus.

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2. One Stop Shop
Using Service Cloud for IT Management, Projects and More
Wade Guisewhite
Manager, Tier 2
wguisewh@butler.edu
Julie Hoffmann
Manager, Help Desk
jahoffma@butler.edu
Mary Reiman
Sr. Director IT Partnership
mreiman@butler.edu

4. Student
Manager, Help Desk
Manager, Tier 2
Checking in with the Team

5. The One Stop Shop
for IT Work
Case Management
Projects and Portfolio
Management

6. Meet the
team

7. Meet the
team

8. Meet the
team

9. Meet the
team

10. Meet the
team

11. Meet the
team

12. Pete
Mary
Angie
Kirk
Rob
Joe
Deryl
Ruth
Joe B.
Jim
Andrew
Tim
Wade
Larry
Jeff
Julie
Roy
Dylan
Chad
Brandon
Nate
Craig
Eric
Brad
CIO
Directors
Team Leads
Typical
Org Chart
Team Members

13. Project teams are often horizontal
Pete
Mary
Angie
Kirk
Rob
Joe
Deryl
Ruth
Joe B.
Jim
Andrew
Tim
Wade
Larry
Jeff
Julie
Roy
Dylan
Chad
Brandon
Nate
Craig
Eric
Brad
Team Leads
Typical
Org Chart
CIO
Directors
Team Members

14. No insight into operational work
Pete
Mary
Angie
Kirk
Rob
Joe
Deryl
Ruth
Joe B.
Jim
Andrew
Tim
Wade
Larry
Jeff
Julie
Roy
Dylan
Chad
Brandon
Nate
Craig
Eric
Brad
Team Leads
Typical
Org Chart
CIO
Directors
Team Members

15. No insight into operational work
Pete
Mary
Angie
Kirk
Rob
Joe
Deryl
Ruth
Joe B.
Jim
Andrew
Tim
Wade
Larry
Jeff
Julie
Roy
Dylan
Chad
Brandon
Nate
Craig
Eric
Brad
Team Leads
Typical
Org Chart
CIO
Directors
Team Members

16. No insight into operational work
Pete
Mary
Angie
Kirk
Rob
Joe
Deryl
Ruth
Joe B.
Jim
Andrew
Tim
Wade
Larry
Jeff
Julie
Roy
Dylan
Chad
Brandon
Nate
Craig
Eric
Brad
Team Leads
Typical
Org Chart
CIO
Directors
Team Members

17. Backlog Work and Meetings New Development
No central location to record
scheduled work
• Server upgrades
• Preventative maintenance
Tasks assigned during
meetings were not captured
No insight into project status
Resource Management
based on “Head” knowledge
only
65+ projects each quarter
with “progress expected“
Kept in a different format by
each Account Manager
Little insight into crossover
items
Minimal alignment with the
Butler 2020 strategic plan

18. Text, images, charts, tables can be put in this placeholder.
Backlog management
Strategic work prioritization
Resource management
Insight into individual and team
workload
Work transparency
Mobile App integration
Butler IT Work Portal Goals

19. The One Stop Shop
for IT Work
Case Management
Projects and Portfolio
Management

20. Projects – From Backlog to Development
AM’s work with
clients to create
backlog
Projects are
prioritized on a
quarterly basis
Backlog
items are
moved to the
project list
Resource
managers
assign work
Opportunity
Project
Action
Formula fields
Apex code

21. Deeping the Journey - Backlogs, Projects, and Portfolio
Management

22. The Journey
Spring 2016 Fall 2016
• Cases
• Knowledge base
• Public Knowledge base
• Community Portal
• Butler Mobile App
integration
Spring 2017
• Delivery Calendar
• Backlogs
• Portfolio
• Projects
• Resource management

23. The Future
• Change management log
• Implementing KCS – knowledge
centered support framework
• Tasks
• Personal
• Meeting
• Additional reporting fields
• Security
• Strategy
• Time tracking
• Integrate KB into the public web site
• University wide chat functionality
• Develop dashboards for strategic
planning and reporting
• Salesforce for other units
• Cases and Project Management–
CAT, Marketing, HR, Admission,
Facilities
• KB – Registrar, Financial Aid,
Student Affairs
Summer 2017 Fall 2017 and beyond!

24. Q & A

25. Thank You
Wade Guisewhite
Manager, Tier 2
wguisewh@butler.edu
Julie Hoffmann
Manager, Help Desk
jahoffma@butler.edu
Mary Reiman
Sr. Director IT Partnership
mreiman@butler.edu