cloud-based service management

Management Cloud

Cloud-Based Service ManagementIt’s about TIME!

Steven Lack

MCX06S

Senior Vice President – Sales and SolutionsDecisionOne Corporation

2 © 2014 CA. ALL RIGHTS RESERVED.

Abstract

Driving your Business with Service Management

Operations: It is all about TIME!!!

Delivering comprehensive IT solutions to some of the most complex enterprises in

the world, DecisionOne Corporation is the largest independent technology

support organization in North America. Critical to that success is the ability to

rapidly create solutions that address unique situations in the industry. Attend this

session to see how DecisionOne leverages cloud based service management to

help create customized offerings for its customer base, delivering value faster

than the competition.

StevenLack

DecisionOne Corporation

Senior Vice President Sales & Solutions


Agenda

DECISIONONE COMMERCIAL (SETTING THE CONTEXT)

CHALLENGES IN THE INDUSTRY

Q&A

D1’S CLOUD BASED SERVICE MANAGEMENT

SERVICE MANAGEMENT MOBILE APPLICATION

SUMMARY

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2

3

4

5

6


Company Profile

Founded in 1958, DecisionOne is among the largest independent IT support services providers in North America

We provide clients with onsite, centralized and remote technology support solutions that reduce infrastructure ownership costs while maintaining high availability service levels

Primary Technologies Supported:

– Desktop Production Printers, Multi-Function Devices

– Data Center (Mainframe, Midrange and Wintel Servers, Network, Storage, Output, Other Peripherals)

– Desktop

– Networking/Communications

– Specialty Hardware/Environments (Healthcare, Tracking Systems, Federal Government, Travel/Hospitality, Retail/POS)


Company Profile (cont’d)

Our broad client base is comprised of:

– OEMs (telecom and IT)

– Telecom & IT Service Providers and System Integrators (SIs)

– Resellers

– Direct Corporate Clients

Our global reach is supported by:

– More than 1,000 employees in North America

– Including approximately 100 in Canada as well as Country-Wide coverage through trusted strategic partners

Our comprehensive support services portfolio provides you with a true value-add partner, in a multi-vendor support environment serving technology needs anywhere, anytime


Who are we

1000+ Full Time W-2 Field Technicians in NA

Thousands of Part Time Technicians On-Call

Average 2,100+ Onsite Field Service Calls Daily

98% of field services are performed by a DecisionOne Employee Technician

More than 39,000 Support Center calls per month

70% NBD calls / 20% SBD calls / 10% BST calls

250 U.S. Federal government agency-cleared employees

305 Airport-cleared personnel with Top Secret facility clearance

All CSEs have also received HIPAA, HAZMAT and Material Safety Data Sheets protocol training


A Comprehensive Service Portfolio


SLA Are the Keys to this Business

Available same day DecisionOne service delivery Same day service may require a Service Partner

• 87% of the US population resides within a DecisionOne same

day service location

• 92% of the Canadian population resides within the DecisionOne

service area

• Approximately 96% of all service calls handled by DecisionOne

employees

• SLAs are based on Client needs SD; NBD Support


Service Desk is Your Impression to Your Customer!

IT Service Service Desk

IT Service Performance Service Desk Performance Customer Perception

Meeting all SLAs Breaching SLAs Inefficient IT Service

Proper updates & releases

Proactive workarounds/solutions

No Communication to user IT Service is ad-hoc

Escalate all events to level 2 IT Service is very unproductive

Chaotic support Proper call handling, escalation,

communicationMy IT Service works

Customer

DecisionOne Corporation – PROPRIETARY & CONFIDENTIAL


Challenges for Service Desk– It’s About Time

End User Service Desk is Growing

All business needs met with a single solution

– Needed ITIL-based comprehensive service management platform

– Cloud-based system very appealing

– Need to rapidly deploy for new customers ensuring client sensitivity

– Flexibility is Key

– Custom Reporting


ITIL Based Platform

Single Sign-on, reporting, dashboards, Forward Schedule Change

Calendar, Self-service interface, Automated Task Flow, and more


Cloud Based System

Love the Modern Interface of CA Cloud Service Management

Intuitive Self Service platform for ticket creation, status updates and reporting

Cloud allows resolvers access from anywhere

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CA Cloud Service Management Rapid Deployment

Initial implementation 45 days– On-boarding customer with client specific Service Catalogue in 45

days

– Competition said 9 months and $75K before we could on-board a single customer

Ability to implement new customers into existing platform with Client Sensitivity in 30 days

Online Rapid Deployment guide for administrator self help


Flexibility

Custom Service Catalog

Automated Alert Notifications– Ability to create customer specific business rules

Service Request Management– Ability to Customize Workflows for Adds and Deletes

– Workflow automation to defined groups

– Ability to integrate with AD

– Automated Ticket closure upon completion of all sub-tickets


Custom reporting

Online Dashboards

Adhoc Reports

Advanced reporting capabilities

0

500

1000

1500

2000

Jan-00 Jan-00 Jan-00 Jan-00

Series1

Series2

Series3

Series4

Incidents by Type

Series1

Series3

0%

20%

40%

60%

80%

Jan-00 Jan-00 Jan-00 Jan-00

Series1

Series2

Series3

Ticket Volume – Closed by Group

Top Incident Drivers


Challenges for Field Services Are Different

Distributed Model Not Efficient

– Local Customer Service Managers directing the flow of tickets in their Regions

– Knowledge Stays Local

Multiple Trips to Pick Up Parts

– Incorrect triage by third parties or different warehouses to pick up parts

– “What about my kids soccer game?”


Company Objectives of Service Event Management

Lower the travel time to each service event to increase SLA attainment

Drive consistencies in critical data capture in the lifecycle of all service events

Eliminate the need for call forwarding

Eliminate the need for manual call handling

Automate the call assignment process

Centralize service event processing

Standardize the service delivery model

Increase the number of trained assets in our systems

Capture the contribution margin by service event


What Did This Mean?

Simplify

Monitor

Report

Track

Analyze

Local

Efficient

Artificial Intelligence

– Eliminate/reduce mistakes from happening again

Enhance Service Delivery Partnerships


Systems Overview

Technical Mobility Application

Dat

abas

e

Web Server

Tech PortalPeople/Skills

Dat

abas

e

Web Server

Service Call Received via:Interface | Phone | Portal

Web Server

Web Serv

er

Each piece can be interchangeable and/or additional systems can be connected!

We

b S

erv

er

CA

CSM

Phone


Service Event Management Platform and Team

The Platform provides us with the ability to centralize our service delivery workflow and drive better controls over service delivery processes, costs and resource utilization by removing some of the constraints and manual processes associated with our legacy systems

The Application is monitored and worked by the Service Event Management (SEM) Team 24/7; 365

The SEM team consists of resources located in Devon, PA; Bloomington, MN; Remote users located in the Midwest and the West Coast; Pune, India; and Chennai, India


Technical Knowledge BaseDecisionOne Technical Knowledge Base Our one stop shop for all things technical for our Service Event Management and On-Site Services Teams Located behind the D1 VPN and accessible through all mobile devices. Features over 2,600 technical articles, incident models, original equipment manufacturers manuals, parts listings and

growing!

Value Add Provides immediate “self-help” support to our Field Technicians. Will synchronize all service delivery teams in the way in which we resolve equipment problems. Articles contributed to the KB ultimately decrease the number of Tier 2 Technical support tickets being opened.

Features News & announcement section Recently added articles section Most popular articles section Top rated articles section Post comment capability Rate articles capability All Categories search capability Advanced Search capability Quick word/ phrase search capability Receive alerts of new postings


Technician Portal The Technician Portal is our single repository of Field Labor

resource information related to schedules, skills and certifications to be used in conjunction with a systematic scheduler that allows for the allocation of service requests to available and qualified Field Technicians– DecisionOne and all contingent labor resources manage and update

their personal profiles and schedules through this application

– Technician portal works in conjunction with the SEM scheduler to assign the closest, available and qualified technician who can meet the SLA of the service request

– Provide us with querying capabilities to view our labor resources and their skills/certifications


Technician PortalDecisionOne

W2 employees1000+

Contingent Labor ForceUp to 25K +

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Technician Portal

Simplistic registration and association of skills/certifications to Field

Technicians profiles and schedules, enabling quick engagement

Provide us with the ability to expand our labor resource footprint

Enables dynamic assignment of a Field Labor resource through

associations between the tech and the equipment that they are certified

and trained to work on


Onsite Services Management; Mobile Application This simplistic and intuitive tool providing our Field Technicians with the

ability to capture important service event information through a simple, click, swipe and or selection from a drop down menu configuration.

On-site ad-hoc requests or shoulder taps, are now easily captured through the mobile applications “JUST IN TIME” service request capture button, thus eliminating the need to contact someone for a ticket to be opened and therefore increasing the level of customer satisfaction that we can provide on every on-site visit.

Application distributed through the D1 App store using MaaS360

In situations where Field Technicians are working on large projects or IMAC types of service requests, they will have the ability to record activity on multiple pieces of equipment in parallel.


Onsite Services Management; Mobile Application

1. Field Technician has the ability to make themselves available or unavailable to receive service requests.

2. “JIT” stands for Just In Time service request, where we can capture specific information when the customer requests assistance on the fly.

3. Self help feature to change password.

4. Feature to capture start travel home time.

5. Ability to view service request information.

6. Ability to logout of application.


Metrics

Number of repeated Incidents 10% decrease in the number of repeated incidents logged,

Remotely Resolved Incidents 5% increase in the number of break fix incidents handled without a truck

roll.

Number of Escalations increase our monitoring and data capture capabilities to decrease the

number of escalations we receive on a daily basis by 20%,

Improve Trend Analysis for Clients– Number of incidents registered by Service Desk (per category) for Pro Active

Recommendations


More Metrics

Incident resolution time– Average Time of resolving an incident (per category)

Improve our parts prediction accuracy levels by 20%.

Reduction of travel time and mileage

First trip resolution rate– 10% increase in first trip effectiveness ratings.

Incident Resolution Effort (per category)– Reduce the average time on task associated with triaging and parts

ordering by 5 minutes on every service ticket handled.


SummaryIts all about Time and Cloud Services Have Helped Save a Lot of It

Cloud Technologies including CA Cloud Service Management have Helped us Rapidly Transform our Service Management

Service Event Management is made up of the following key components:

– CSM, SEM Application, Technical Knowledge Base, Mobile Application and Technician Portal

The new processes within the SEM application will allow us faster processing times, capturing of critical and actionable data and the ability to monitor our service delivery milestones throughout each service requests lifecycle.

The Technical Knowledge base Provides immediate “self-help” support to our Field Technicians and will help synchronize all service delivery teams in the way in which we resolve equipment problems.

The Technician Portal allows us to have one repository of field labor resources (both in-house and contingent) and their skills, certifications and schedules, which will contribute to a more robust dynamic scheduling of service requests.

The new Mobile Application is simple and intuitive thus allowing for our Field labor force to be able to capture real-time data in the swipe, click and or push of a button.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

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cloud-based service management

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