mobility, self service and knowledge management: a modern approach to end-user productivity

ca Intellicenter

Mobility, Self-Service and Knowledge Management: A Modern Approach to End-User Productivity

Dale Clark

ICX18S #CAWorld

CA TechnologiesVP, Product Management

2 © 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


Agenda

IT SERVICE MANAGEMENT AND SELF-SERVICE

BARRIERS TO CREATION AND ADOPTION

OVERCOMING THE BARRIERS

UNIFIED SELF-SERVICE

SEEING AND MEASURING THE VALUE

1

2

3

4

5


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


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

≠


Elements of Self-service

Information/knowledge

Service requests

Escalation capabilities

Status information

Availability


Information and Knowledge

FormalKnowledge

Less formal knowledge sources Wikis

D-lists

On-line communities - Collaborate

- Post questions

Internet/Google


Initiates interaction with the IT function

Catalog of available services

Automation of approval and provisioning

Service Requests


Escalation Capabilities

Provisions for accelerating direct assistance

“Call Me” Analyst Chat


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)


AvailabilitySelf-service needs to be broadly accessible

Any time Anywhere The mechanism/device of their choice


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

Barriers


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


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


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


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

Unified Self-Service


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


Unified Self-ServiceDesigned to put self-service value in your grasp


Home

Focused on Easy

Top actions on top

Provide value in the first glance


Tickets

Just get the relevant information

Use category names they will recognize

Make getting help easy


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


My Requests

Provides activity status

Where they are in the process

Show them where they stand


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.


Questions

Need information?– Just Ask

Browsing can answer questions you didn’t know you had

The heart of social self-service


Communities

Create targeted communities

Public or private

Organize and promote


Chat With Analyst

Chat

Remote Control

Automation

Instant access to direct assistance


Mobile

Anywhere, anytime access

Leverages camera, voice-to-text, and GPS/location services

Native iOS and Android


Unified Self-Service Is Not Just for Business Consumers

Common Administration

Private Communities


Seeing and Measuring the Value

Measurements and Metrics– Baseline

– Use key service desk / support metrics

– Measure self-service activity

– Conduct customer surveys


Success Factors

Management Commitment

Ownership & Accountability

Phase It Prove It Improve It

A Few Words to Review


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.


CA Service Catalog

CA Technologies

Related Technologies

CA Service Desk Manager

CA Technologies

CA IT Asset Manager

CA Technologies


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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ensure it links to correct pageManagement Cloud






For Informational Purposes Only

© 2014 CA. 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.

Terms of this Presentation

mobility, self service and knowledge management: a modern approach to end-user productivity

Technology