Cloud-Based Service Management

Management Cloud
Cloud-Based Service Management
It’s about TIME!
Steven Lack
MCX06S
Senior Vice President – Sales and Solutions
DecisionOne Corporation

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© 2014 CA. ALL RIGHTS RESERVED.
Abstract
Driving your Business with Service Management Operations:It is all about TIME!!!
Delivering comprehensive IT solutions to some of the most complex enterprises in the world, DecisionOne Corporation is the largest independent technology support organization in North America. Critical to that success is the ability to rapidly create solutions that address unique situations in the industry.Attend this session to see how DecisionOne leverages cloud based service management to help create customized offerings for its customer base, delivering value faster than the competition.
StevenLack
DecisionOne Corporation
Senior Vice President Sales & Solutions

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Agenda
DECISIONONECOMMERCIAL (SETTING THE CONTEXT)
CHALLENGES IN THE INDUSTRY
Q&A
D1’S CLOUD BASED SERVICE MANAGEMENT
SERVICE MANAGEMENT MOBILE APPLICATION
SUMMARY
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Company Profile
Founded in 1958, DecisionOne is among the largest independentIT support services providers in North America
We provide clients with onsite, centralized and remote technology support solutions that reduce infrastructure ownership costs while maintaining high availability service levels
Primary Technologies Supported:
–Desktop Production Printers, Multi-Function Devices
–Data Center (Mainframe, Midrange and Wintel Servers, Network, Storage, Output, Other Peripherals)
–Desktop
–Networking/Communications
–Specialty Hardware/Environments (Healthcare, Tracking Systems, Federal Government, Travel/Hospitality, Retail/POS)

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Company Profile (cont’d)
Our broad client base is comprised of:
–OEMs (telecom and IT)
–Telecom & IT Service Providers and System Integrators (SIs)
–Resellers
–Direct Corporate Clients
Our global reach is supported by:
–More than 1,000 employees in North America
–Including approximately 100 in Canada as well as Country-Wide coverage through trusted strategic partners
Our comprehensive support services portfolio provides you with a true value- add partner, in a multi-vendor support environment serving technology needs anywhere, anytime

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Who are we
1000+Full Time W-2 Field Technicians in NA
Thousands of Part Time Technicians On-Call
Average 2,100+Onsite Field Service Calls Daily
98%of field services are performed by a DecisionOne Employee Technician
More than 39,000Support Center calls per month
70%NBD calls / 20%SBD calls / 10%BST calls
250U.S. Federal government agency-cleared employees
305Airport-cleared personnel with Top Secret facility clearance
All CSEs have also received HIPAA, HAZMATand Material Safety Data Sheets protocol training

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A Comprehensive Service Portfolio

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SLA Are the Keys to this Business
Available same day DecisionOne service delivery
Same day service may require a Service Partner
•87%of the US population resides within a DecisionOne same day service location
•92%of the Canadian population resides within the DecisionOne service area
•Approximately 96%of all service calls handled by DecisionOne employees
•SLAs are based on Client needs SD; NBD Support

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Service Desk is Your Impression to Your Customer!
IT Service
Service Desk
IT Service Performance
Service Desk Performance
Customer Perception
Meeting all SLAs
Breaching SLAs
Inefficient IT Service
Proper updates & releases
Proactive workarounds/solutions
No Communication to user
IT Service is ad-hoc
Escalate all events to level 2
IT Service is very unproductive
Chaotic support
Proper call handling, escalation, communication
My IT Service works
Customer
DecisionOne Corporation – PROPRIETARY & CONFIDENTIAL

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Challenges for Service Desk–It’s About Time
End User Service Desk is Growing
All business needs met with a single solution
–Needed ITIL-based comprehensive service management platform
–Cloud-based system very appealing
–Need to rapidly deploy for new customers ensuring client sensitivity
–Flexibility is Key
–Custom Reporting

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ITIL Based Platform
Single Sign-on, reporting, dashboards, Forward Schedule Change Calendar, Self-service interface, Automated Task Flow, and more

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Cloud Based System
Love the Modern Interface of CA Cloud Service Management
Intuitive Self Service platform for ticket creation, status updates and reporting
Cloud allows resolvers access from anywhere

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CA Cloud Service Management Rapid Deployment
Initial implementation 45 days
–On-boarding customer with client specific Service Catalogue in 45 days
–Competition said 9 months and $75K before we could on-board a single customer
Ability to implement new customers into existing platform with Client Sensitivity in 30 days
Online Rapid Deployment guide for administrator self help

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Flexibility
Custom Service Catalog
Automated Alert Notifications
–Ability to create customer specific business rules
Service Request Management
–Ability to Customize Workflows for Adds and Deletes
–Workflow automation to defined groups
–Ability to integrate with AD
–Automated Ticket closure upon completion of all sub-tickets

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Custom reporting
Online Dashboards
AdhocReports
Advanced reporting capabilities
0
500
1000
1500
2000
Jan-00
Jan-00
Jan-00
Jan-00
Series1
Series2
Series3
Series4
Incidents by Type
Series1
Series3
0%
20%
40%
60%
80%
Jan-00
Jan-00
Jan-00
Jan-00
Series1
Series2
Series3
Ticket Volume –Closed by Group
Top Incident Drivers

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Challenges for Field Services Are Different
Distributed Model Not Efficient
–Local Customer Service Managers directing the flow of tickets in their Regions
–Knowledge Stays Local
Multiple Trips to Pick Up Parts
–Incorrect triage by third parties or different warehouses to pick up parts
–“What about my kids soccer game?”

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Company Objectives of Service Event Management
Lower the travel time to each service event to increase SLA attainment
Drive consistencies in critical data capture in the lifecycle of all service events
Eliminate the need for call forwarding
Eliminate the need for manual call handling
Automate the call assignment process
Centralize service event processing
Standardize the service delivery model
Increase the number of trained assets in our systems
Capture the contribution margin by service event

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What Did This Mean?
Simplify
Monitor
Report
Track
Analyze
Local
Efficient
Artificial Intelligence
–Eliminate/reduce mistakes from happening again
Enhance Service Delivery Partnerships

19 © 2014 CA. ALL RIGHTS RESERVED.
Systems Overview
Technical Mobility
Application
Database
Web Server
Tech Portal
People/Skills
Database
Web Server
Service Call Received via:
Interface | Phone | Portal
Web Server
Web Server
Each piece can be interchangeable and/or additional systems can be connected!
Web Server
CA
CSM
Phone

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Service Event Management Platform and Team
The Platform provides us with the ability to centralize our service delivery workflowand drive better controls over service delivery processes, costs and resource utilization by removing some of the constraints and manual processes associated with our legacy systems
The Application is monitored and worked by the Service Event Management (SEM) Team 24/7; 365
The SEM team consists of resources located in Devon, PA; Bloomington, MN; Remote users located in the Midwest and the West Coast; Pune, India; and Chennai, India

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Technical Knowledge Base
DecisionOne Technical Knowledge Base
Our one stop shop for all things technical for our Service Event Management and On-Site Services Teams
Located behind the D1 VPN and accessible through all mobile devices.
Features over 2,600technical articles, incident models, original equipment manufacturers manuals, parts listings and growing!
Value Add
Provides immediate “self-help” support to our Field Technicians.
Will synchronize all service delivery teamsin the way in which we resolve equipment problems.
Articles contributed to the KB ultimately decrease the number of Tier 2 Technical support tickets being opened.
Features
News & announcement section
Recently added articles section
Most popular articles section
Top rated articles section
Post comment capability
Rate articles capability
All Categories search capability
Advanced Search capability
Quick word/ phrase search capability
Receive alerts of new postings

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Technician Portal
The Technician Portal is our single repositoryof Field Labor resource information related to schedules, skills and certificationsto be used in conjunction with a systematic scheduler that allows for the allocation of service requests to available and qualified Field Technicians
–DecisionOne and all contingent labor resources manage and update their personal profiles and schedules through this application
–Technician portal works in conjunction with the SEM scheduler to assign the closest, availableand qualifiedtechnician who can meet the SLA of the service request
–Provide us with querying capabilities to view our labor resources and their skills/certifications

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Technician Portal
Simplisticregistration and association of skills/certifications to Field Technicians profiles and schedules, enabling quick engagement
Provide us with the ability to expandour labor resource footprint
Enables dynamic assignmentof a Field Labor resource through associations between the tech and the equipment that they are certified and trained to work on

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Onsite Services Management; Mobile Application
This simplistic and intuitive tool providing our Field Technicians with the ability to capture important service event information through a simple, click, swipe and or selection from a drop down menu configuration.
On-site ad-hoc requests or shoulder taps, are now easily captured through the mobile applications “JUST IN TIME” service request capture button, thus eliminating the need to contact someone for a ticket to be opened and therefore increasing the level of customer satisfaction that we can provide on every on-site visit.
Application distributed through the D1 App store using MaaS360
In situations where Field Technicians are working on large projects or IMAC types of service requests, they will have the ability to record activity on multiple pieces of equipment in parallel.

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Onsite Services Management; Mobile Application
1.Field Technician has the ability to make themselves available or unavailable to receive service requests.
2.“JIT” stands for Just In Time service request, where we can capture specific information when the customer requests assistance on the fly.
3.Self help feature to change password.
4.Feature to capture start travel home time.
5.Ability to view service request information.
6.Ability to logout of application.

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Metrics
Number of repeated Incidents
10% decrease in the number of repeated incidents logged,
Remotely Resolved Incidents
5% increase in the number of break fix incidents handled without a truck roll.
Number of Escalations
increase our monitoring and data capture capabilities to decrease the number of escalations we receive on a daily basis by 20%,
Improve Trend Analysis for Clients
–Number of incidents registered by Service Desk (per category) for Pro Active Recommendations

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More Metrics
Incident resolution time
–Average Time of resolving an incident (per category)
Improve our parts prediction accuracy levels by 20%.
Reduction of travel time and mileage
First trip resolution rate
–10% increase in first trip effectiveness ratings.
Incident Resolution Effort (per category)
–Reduce the average time on task associated with triaging and parts ordering by 5 minutes on every service ticket handled.

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Summary
Its all about Time and Cloud Services Have Helped Save a Lot of It
Cloud Technologies including CA Cloud Service Management have Helped us Rapidly Transform our Service Management
Service Event Management is made up of the following key components:
–CSM, SEM Application, Technical Knowledge Base, Mobile Application and Technician Portal
The new processes within the SEM application will allow us faster processing times, capturing of critical and actionable data and the ability to monitor our service delivery milestones throughout each service requests lifecycle.
The Technical Knowledge base Provides immediate “self-help” support to our Field Techniciansand will help synchronizeall service delivery teams in the way in which we resolve equipment problems.
The Technician Portal allows us to have one repository of field labor resources (both in-house and contingent) and their skills, certifications and schedules, which will contribute to a more robust dynamic scheduling of service requests.
The new Mobile Application is simple and intuitive thus allowing for our Field labor force to be able to capture real-time data in the swipe, click and or push of a button.

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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

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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.Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers.
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