The document discusses the importance of mobility, self-service, and knowledge management in enhancing productivity and satisfaction within IT service management. It identifies barriers to the creation and adoption of self-service functions and suggests overcoming these challenges through education and strategic implementation. The paper advocates for a unified self-service approach that combines various service management processes to create a cohesive solution, emphasizing the need for clear outcomes and metrics for success.

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Mobility, Self-Service and Knowledge Management:
A Modern Approach to End-User Productivity
Dale Clark
ICX18S #CAWorld
CA Technologies
VP, Product Management

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© 2014 CA. ALL RIGHTS RESERVED.
Abstract
Mobility, Self-Service and Knowledge Management can increase productivity and satisfaction across Service Management business and power users, as well as decision makers. The reality is that they are not nearly adopted as much as they should be to achieve the expected business value inherent in their use. In this session, see what is possible today, how to reap the benefits and value and see them in action.
Dale Clark
CA Technologies
VP, Product Management

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© 2014 CA. ALL RIGHTS RESERVED.
Agenda
IT SERVICE MANAGEMENT AND SELF-SERVICE
BARRIERS TO CREATION AND ADOPTION
OVERCOMING THE BARRIERS
UNIFIED SELF-SERVICE
SEEING AND MEASURING THE VALUE
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IT Service Management
IT Service Management is…
IT Service Management does…
The underpinning goal of all Service Management functions is to enhance the productivity of the enterprise

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Self-service
Empowering your service customers with the means of addressing (and even resolving) their own issues
Direct access to support services
Tier zero or e-support
ITSM Maturity
Complex User Experience
≠

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Elements of Self-service
Information/knowledge
Service requests
Escalation capabilities
Status information
Availability

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Information and Knowledge
FormalKnowledge
Less formal knowledge sources
Wikis
D-lists
On-line communities
-Collaborate
-Post questions
Internet/Google

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Initiates interaction with the IT function
Catalog of available services
Automation of approval and provisioning
Service Requests

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Escalation Capabilities
Provisions for accelerating direct assistance
“Call Me”
Analyst Chat

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Status Information
Overall/ preemptive notifications
System/service outages
Planned maintenance
Individual status
Approval process for opened requests
Entitlement/usage of assigned resources (including IT assets)

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Availability
Self-service needs to be broadly accessible
Any time
Anywhere
The mechanism/ device of their choice

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Benefits of Self-service
Organizational benefits
–Empower immediate and continuous support (24x7)
–Improve service levels
–Reduce costs
Support analyst benefits
–Increase support efficiency and productivity –call deflection
–Focus on resolving not logging
End user benefits
–Avoid phone wait time
–Immediate access to support resources
Increased customer satisfaction and productivity
Source: Marketing Department of WIRED and Ars in collaboration with CA Technologies

13. Barriers

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Barriers to Creating a Self-service Function
Common misperceptions abound
–Employees or end users are not technical enough
–Self-service = poor customer service
–Too expensive to implement –staff is already stretched thin
–“Competes” with other corporate/enterprise information sites
Self-service requires IT attention and activity
–Knowledge creation and management
–Catalog of available services
Not starting is the #1 barrier to getting value

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Overcoming the Barriers of Creation
Deal with misconceptions directly
–Educate where necessary
Back to projects 101:
–Identify the outcome you want to derive
–Establish success metrics
–Ensure ownership and accountability
–Measure baseline metrics before implementing
–Phase itProve it Improve it

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Barriers to Adoption
How do I find it?
Was it easy for me to find and get what I wanted?
Did my first experience with it make me more productive?
Do I have a safety net?
Just having a self-service function is not enough

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Overcoming the Barriers to Adoption
Internal marketing and placement
–Make self-service easy to know about and find
–Focus on the language of value, immediacy and self-empowerment
–Expose services into context appropriate sites
Keep it simple
–Start small (small groups, specific topics, high-value services)
Make it personal
Keep it fresh

18. Unified Self-Service

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© 2014 CA. ALL RIGHTS RESERVED.
Unified Self-Service
Unified Self-Service is the combination of a variety of Service Management processes with social and mobile technologies to create a simple, single business consumer 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

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Unified Self-Service
Designed to put self-service value in your grasp

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Home
Focused on Easy
Top actions on top
Provide value in the first glance

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

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

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

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My Resources
Your Equipment
Your Tools
Your Access
Its all about what it takes to keep you productive
Resources
IT resources a user is assigned to or is entitled to use.
Desktops, Laptops, Mobile, network, software, virtual…
Actions
In-context actions that speed up user’s tasks.
Request related services, report issues or reset password.
Information
Details of resources and actionable information.
Warranty expiring, under utilization, maintenance ending.

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

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Communities
Create targeted communities
Public or private
Organize and promote

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

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

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Unified Self-Service Is NotJust for Business Consumers
Common Administration
Private Communities

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Seeing and Measuring the Value
Measurements and Metrics
–Baseline
–Use key service desk / support metrics
–Measure self-service activity
–Conduct customer surveys

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Success Factors
Management Commitment
Ownership & Accountability
Phase It Prove It Improve It
A Few Words to Review

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Summary
Results
Self-service capabilities can drive dramatic improvements in customer/employee satisfaction by providing information and tools to help keep them productive. Demand for IT self-service is growing as the work-force encounters expanding self-service capabilities in the consumer part of their lives.
In anticipation of this growing demand, CA Technologies has focused on providing a unified approach to delivering self-service that combines all the necessary elements into a cohesive and process-integrated solution.
Implementing and operating a self-service function requires both up-front and ongoing activity to be successful. Establishing a clear and measurable understanding of your desired outcomes is key to success.

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CA Service Catalog
CA Technologies
Related Technologies
CA Service Desk Manager
CA Technologies
CA IT Asset Manager
CA Technologies

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For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
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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. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
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