case study: oppenheimer funds brings it to the people with itsm self-service and ca technologies...
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Case Study: Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Technologies Service Catalog
Ellen Puckett
Oppenheimer Funds, Inc.
AVP, Production Support
DO5T19S
#CAWorld
#ITSM
DevOps Agile Ops
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The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation
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Abstract
Are you making the most of the fact that your service
management program is IT's face to the business? It's not
enough to drive user adoption--they must want to use it.
We need to put the consumer first in all interactions with
IT, whether via a user interface or direct person-to-
person. Hear the whys and hows of successfully
deploying, innovating and modernizing self-service and
service catalogs to make the most business impact.
Ellen Puckett
Oppenheimer Funds, Inc.
AVP, Technology Production Support
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Agenda
GOALS FOR IMPLEMENTING UNIFIED SELF-SERVICE AND SERVICE CATALOG
KEYS TO SUCCESS
1
2
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Goals for Implementing Unified Self-Service (USS) and Service Catalog
What did Oppenheimer Finds (OFI) hope to gain with this project?
Reduce Call Volume
Centralize/Automate the Request Process
Provide Online Status of Requests and Incidents
Improve Customer Experience
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Keys to Success
Have a Plan
Customize a Great App and Make It Better
Give the App Functionality Your Customers Want
Market The App
Deliver – Be Responsive
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29 Reporting Capabilities Reviewed30 Report Needs Documented31 Reporting Built32 Alerting Decision Tree Built33 Alert Template Format in USS Designed34 Icon Alerting Capability Answered35 Alert Templates Built
23 Software Service Requests Built24 Current Get Help Content Migrated25 Get Help Content Migrated to New Storage26 Chat System Pre-Production Tested27 Chat System Production Tested28 Business Function Criteria Checklist
Power Users
Support Teams (Technology)
Enterprise
Socialization Activities
Awareness Activities
Leadership Demos
Change is Here
Training Design
Training Delivered
Service Functions
Get Help
Service Automation (Chat)
Reporting
Alert Usage
June July August1 Power Users Test Pre-Production Environment3 Support Team Processes Documented4 Submit Change for URL Change5 Go Live to Enterprise
6 Get Help Teaser Banner Posted7 What’s Coming Email Distributed8 Introduction Video9 Video Training Series Launched10 Countdown to Launch11 Bailey Blog13 Icon Flip and Live Communication14 Eric Blog15 Leadership Demos37 Rebranding of Name
16 Video Training Series Built17 Management Approval Training Built18 Training Material QA by Power Users19 Training Storage Location Determined20 Video Series Launched21 Distribution Focused Training Delivered22 Management Approval Training Delivered36 Admin Focused Training Delivered
Technology Center Roadmap 8/5/15
PLANNING DISCUSSION ITEMS (OPEN QUESTIONS) STAKEHOLDERS VISION & OBJECTIVES
Project:
Create a single tool for the Enterprise to funnel standard
technology needs and requests through in an effort to speed
up response time and reduce manual intervention by
technology support teams.
The primary stakeholders are:
• Technology Support Teams, Management, Senior Vice
Presidents, Asset Management
The secondary stakeholders are:
• Enterprise
• How do we transition to BAU (business as usual)?
• What will the reinforcement look like?
• Should we train SACs, Distribution and Investments Differently?
• What reinforcement activities are in place or will be needed?
• What support is available during GO LIVE? Post GO LIVE? (tech and
knowledge)
• Did we miss any key communication or groups?
GO LIVE
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34333029
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Mile
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un
icat
ion
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uild
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atio
ns
37
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Customize a Great App and Make It Better
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Personalize the App – Make it Yours
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1. Note the text shown when “new” is selected as a reason for this iPad Air 2 form(See next slide)
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Great Functionality
Pick the most popular request areas to the Help Desk
Ask your user community what they want
Use ITPAM to automate the request process
Make it easy to access
Have user groups around the company play and provide feedback
Your Customers Have to Want to Use It
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Pick the Most Popular Request Areas
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Marketing the App
Partner with Marketing or Corporate Communications
Take Advantage of Existing Communication Methods– SharePoint
– Blogging
Brand the App
Tell Your Customers Why They Want It!
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SharePoint Banners
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Provide On-Line TrainingProvided on SharePoint
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Blog About It
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E-Mail With Useful Tips
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Deliver – Be Responsive!
• 8% decrease in overall call volume in the first 2 months compared to the previous 3-month call volume average.
• 250 quick ticket submissions on average for the first 2 months of launch.
• Average of 60 chat sessions (avg. of approx. 5 per day) in the first 2 months after launch.
Here are our results after 2 months
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Final Thoughts
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Q & A
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Recommended Sessions
SESSION # TITLE DATE/TIME
DO5T11SVision and Strategy: The Road to a New IT Service
Management Experience
11/18/2015 at 4:30 pm
Theater 5
DO5T20SMarsh and McLennan Wins Big in ITSM by Playing a Team
Game
11/19/2015 at 2:00 pm
Theater 5
DO5X167SSpectrum Health Delivers a Superior Consumer
Experience to its IT Users With Service Catalog
11/19/2015 at 3:00 pm
Breakers L
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Must-See Demos
ITSM Designed for Humans
CA Service Management
Theater 5
Let Analysts Help People
CA Service Desk Manager
Theater 5
Make IT Simple with ITSM
CA Service Catalog & Unified Self-service
Theater 5
Dashboards for Better ITSM
Xtraction for CA Service Management
Theater 5
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Follow Conversations At…
Smart Bar
CA Service Management
Theater 5
Tech Talks
Mobile ITSM
Theater 5 (Tech Talk)
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For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15