expanding service management beyond it
TRANSCRIPT
#Innovate151
EXPANDING SERVICE MANAGEMENTGOING BEYOND IT
Michael Aidinovich, Solutions Architect, CiresonGreg Wojtkun, Principal, FyrSoft
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AGENDA Benefit of Automation Understanding Automation Return on Investment Beyond IT End User Security Understanding Service Manager Work Item Framework Understanding Service Manager Activity Framework Automation Technologies Leverage Native SCSM Service Catalog, Orchestrator, and Power of
Cireson Portal to bring it all together Demonstration Q & A
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BENEFIT OF AUTOMATION
• Standardization • Immediate Results/Outcomes• Customer satisfaction• Allows IT to Focus on Strategic
Projects• Soft Benefits
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SOFT BENEFITSKnowledge ManagementTrainingHuman ErrorAuditabilityCompliance and Regulation
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UNDERSTANDING AUTOMATION RETURN ON
INVESTMENT
•Common Repetitive Task
•Manual Cost Calculation
•Automation Development Cost
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Manual Process Cost Calculation
TimeSpent on manual
task
Frequency
of performing task per month
Cost
Per Hour
12Months
Annual Cost
Per Hour
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Manual Process Cost Calculation
Time
15Min
FrequencyPer Month
60Cost
Per Hour
$48 12Months
Annual Cost
$8,640
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Development Cost varies for each Automation Routine
Automation Development Cost
Manual Cost
Development Cost
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Application
Request
IT Service Catalog/AutomationIT Department
Computer
RequestIncident
Network
Access
Virtual Machin
e Request
Etc…
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Service Catalog/AutomationBeyond the IT Dept
Human Resources
On/Off Boardin
g FacilitiesFacilitie
s Reques
t
Accounting
Marketing
Attorney / Legal Staff
Conflicts
Records
Legal Industry
Office Services
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IT Department
Non-IT Department
AUTOMATION TODAY
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IT Department
Business ProcessNon-IT
Department
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Attorney Acquires Client / Matter
New Client/Matter Entered in
Accounting System with Status Conflict
Check
Complete
Conflicts Check
Change Acct
Client/Matter Status
Create Client / Matter in ECM
System
Create Client/Mat
ter in Records System
Create Client/Matter in Cost Recovery
System
Change Acct Client/Matter
Status with Ethical Wall
Create Client/Matter in ECM
System
Create Client/Mat
ter in Records System
Business CaseAccounting Dept
Attorney / Legal Staff
Conflicts Dept IT Dept Records Dept Office Services Dept
IT Dept Records Dept
Create Client/Matter in Cost Recovery
System
Office Services Dept
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IT Department
Business ProcessNon-IT
Department
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BUSINESS PROCESS AUTOMATION ROI
Time
45Min
Frequency
100 Cost
Per Hour
$48 12Months
Annual Cost
$43K
Support Staff
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BUSINESS PROCESS AUTOMATION ROI
Time
10 Min
Frequency
100 Cost
Per Hour
$300
12Months
Annual Revenue
$61K
Billable Professionals
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BUSINESS PROCESS AUTOMATION ROI
$43K
$61KBillable Professional Revenue Increase
Support Staff Cost Savings
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•Service/Request Offering security to only allow users required Services
•Allow Department Heads and/or Users to Queues/Views – Not Recommended
•My Request and Team Request Views
End User Security
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Shared process optimization:
System Center – Cireson - FyrSoft
+ + + =
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GOALS Understand SCSM Work Item Concepts
Understand the Technologies Involved
Bridging Service Management Concepts & Technologies
Shared Service Delivery Use Cases
Demo
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SCSM ACTIVITY FRAMEWORK
Approve
Automate
Manual
Depend
Sequence Parallel
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SCSM WORK ITEM FRAMEWORK
Incidents
Problems Releases
ChangesService Requests
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ITSM CONCEPTS & TECHNOLOGIES
OperateAutomate Deliver
Design
Build Optimize+Human Factor
Technologies
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SHARED SERVICE DELIVERY USE CASES
Asset Procurement
Employee Onboarding
Non IT Workflows
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PROCUREMENT
Packaged Software = YesCloud Software = Yes
Laptop = YesNew Software = Yes
Pre – Form Filled After – Form Filled
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EMPLOYEE ONBOARDING
Use of Sequential Activities
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BEYOND IT: LAW FIRM CLIENT / CASE INTAKE
Notice the Automation!
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DELIVER THE SERVICE – CIRESON PORTAL
Service Catalog & User Friendly Forms
Complete Your Activities View / Update Parent Request Details View Team Requests Restrict Access to Sensitive Work
Items / CMDB Objects Manage Assets / View CMDB Got questions? Browse the
Knowledge Base
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DELIVER THE SERVICE – CIRESON PORTAL
Service Catalog & Knowledge Base
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DELIVER THE SERVICE – CIRESON PORTAL
User Friendly Request Forms / Work Item Intake
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DELIVER THE SERVICE – CIRESON PORTAL
Activity ManagementWork Item HandlingTeam Requests
Restrict Access to Sensitive Work Items / Assets!
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DELIVER THE SERVICE – CIRESON PORTAL
Complete Activities
Review Work Item Details
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LET’S SWING OVER TO THE DEMO
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