Do other departments in your organization ask IT how you've improved your service delivery? Departments such as HR, Facilities and Business Services also offer employee services that can be created, requested, or updated but are often difficult to find or require many manual steps to fulfill. Join us to hear how one of the world's largest staffing companies is leveraging their ITSM solution and working with other departments to improve the delivery of non-IT services for a more consistent, engaging and satisfying user experience.

1. ENTERPRISE SERVICE MANAGEMENT: IMPROVING
SERVICE DELIVERY ACROSS THE BUSINESS
October 2, 2019
Jessica Osborn

2. Housekeeping
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• Session will be recorded and distributed later with the presentation
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3. Introductions
Jessica Osborn
Randstad IT Support Services Operations Manager
I have been with Randstad in many different roles
since 2005. I moved to the IT department in 2009 and
the rest is history. I began working in an on premise
version of HEAT. In 2011, we migrated to a cloud
version and 2013 we added the Voice platform. W e
have been working on improving our customer
experience since that time.
e jessica.osborn@randstadusa.com
o +1 (770)303-6819

4. Agenda
 Enterprise Service Management (ESM) Definition
 Value of ESM
 The Randstad Journey
 Questions

5. Forrester on Enterprise Service Management
“ESM solutions extend ITSM platform capabilities beyond
technology services to also address business-centric use cases
(e.g., facilities, HR, and travel); managing service demand and
supply through a common platform and portal; a customizable
service catalog; and workflow automation through platform-as-a-
service (PaaS)/low-code development tooling.”
The Forrester Wave™: Enterprise Service Management, Q3 2018
August 2018

6. Library
Governance Finance
Facilities
Research
Support
Data
Protection
Student
Support
HR
Customer
Services
Campus
Security
IT
Why can’t all of these functions use the same system?

7. Forrester on Enterprise Service Management
The Forrester Wave™: Enterprise Service Management, Q3 2018
August 2018
 Service accessibility with single point of contact
 Service fulfillment consistency, speed, & transparency
 Flexible service configuration
 Core IT service management

8. The Randstad Journey
How we solved business problems beyond IT

9. Randstad Vision
 Find an innovative solution that will bring
more to the table than tracking tickets and
requests
 Create an Ivanti Solutions Team
 Address manual processes throughout the
company and implement automated
solutions to save time and money
 Partner with Ivanti in our DevOps approach
to work together across services lifecycle,
from design to development and
production support
“The ultimate
goal of world-
class IT
Service
management
is a happy
and
productive
user whose
issue has
been resolved
and/or
request
fulfilled.”
- Kevin Smith (Ivanti)
The PracticalGuide toWorldClassIT
ServiceMgmt

10. Key Win to a Taxing Challenge
 Before Voice IVR Automation
 W-2 Call Support
 Hired between 15-20 additional people to
handle the call volume
 W-2 Tax season at Randstad was 10 weeks
long
 Now with hold place in Queue
 Voice Automation after caller identification to
opt in for digital W-2
 Allows a user to be called back when their turn
comes up (no longer waiting on hold, they can
be working while waiting)
 For talent this was a huge benefit as they
usually only had a 15 minute break and they
would spend it on hold waiting for a payroll
question to be answered.
RESULTS
Reduced staff to 2 people,
shortened W-2season to
4 weeks, system handled
15kcalls per day.

11. Getting Started…

12. Working With non-IT Departments and Teams

13. The Importance of Listening

14. The Importance of Listening
How did we get the team to buy in?
 We showed the team what we built on the Professional side UAR
 We asked the managers, what would they do differently?
 We asked for solutions to challenges; got team input and partnered
on solutions
 Encouraged management to build for our future. What can’t we
build?

15. Communicating Wins

16. Team Growth
 Support Service team became excited
because…we had their attention
 Team was responsible for building improved
processes, creating positive end user
experiences which resulted in easier support for
various teams
 Started to believe in vision and strategy
 Trust - Empowered the team to be innovative and
successful
 Team members started to think what other gaps
could we leverage Ivanti to close?

17. Lessons Learned

18. Benefits From ESM – Service Delivery Beyond IT
Increase Productivity
• Eliminate repetitive and manual tasks by automating
workflows to help your team focus on larger projects.
Better Quality
• Reduce the number of potential errors by
standardizing a set of approved processes, workflows,
and actions for more efficient service delivery.
Improved Innovation
• Use the automation and integration features to
increase your efficiency that support the digital
transformation of the entire enterprise.
Automated Processes
• Facilitate not only the automation of tasks and
workflows of a company unit, but also in all units of the
company to streamline end-to-end processes.
Higher Satisfaction
• Deliver the engaging experience that users expect
from self-service, knowledge search, user resolution
of their own issues, anywhere, anytime.

19. Questions?

20. Our sincere thanks for
joining us and we hope
to see you at another
Ivanti event

21. Thank You