leveraging ca cloud service management to drive new business opportunities for the service provider
DESCRIPTION
Over the past several years, Fujitsu has been progressively exploring new technologies to support innovative lines of business in an increasingly application-focused economy. Learn how we have reduced costs, increased efficiency and opened up new markets through integrating legacy and new SaaS-based systems. For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhzTRANSCRIPT
Management Cloud
Leveraging CA Cloud Service Management to Drive New Business Opportunities for the Service ProviderGrant Shewan
MCT07S @grantshewan #CAWorld
FujitsuService Management Tools Centre of Excellence
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Abstract
Over the past several years, Fujitsu has been progressively
exploring new technologies to support innovative lines of
business in an increasingly application-focused economy
In this session we will describe how we have reduced costs,
increased efficiency and opened up new markets through
integrating legacy and new SaaS-based systems.
Grant Shewan
Fujitsu
Global Lead Architect for Service Management Tools
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Biography
25 years in IT!
16 years working with CA products
14 years Service Management tools, including
CA Service Desk and CA Cloud Service Management
10 years with Fujitsu, predominantly in the service
management arena
Grant Shewan
Fujitsu
Global Lead Architect for Service Management Tools
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Agenda
ABOUT FUJITSU
WHY IS INTEGRATION IMPORTANT?
Q&A
SOME EXAMPLE USE-CASES FOR INTEGRATION
FUJITSU’S USE-CASE
BUSINESS BENEFITS
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About Fujitsu
Fujitsu is the 4th largest IT services company globally (no. 1 in Japan)
Delivering service in over 100 countries
Revenue of $46.2 billion USD*
R&D budget of $2.2 billion USD*
162,000 employees worldwide*
* for the fiscal year ended March 31, 2014
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Why is integration important?
Boom in cloud based products and services
Business requirement to link existing and new systems
Mixtures of on premise and cloud-based tools
Taking advantage of competitively priced services
Migration approach – avoid ‘Big Bang’ moves
Enhancing our service with integrating to another
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Integration Example – Hardware Warranty Check
Incident raised for faulty laptop
Identify HDD failure
Locate CI in CMDB
Use web services lookupto check warranty on vendor’s website
Arrange repair with vendor
Warranty DB
Warranty Check?
Within Warranty
31/12/2014
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Integration Example – Software License Check
Service Request for software upgrade
Locate Software CI in CMDB
Use web services lookupto check against licensingdatabase
Arrange software installation
Licensing DB
License Availability Check?
Licenses Available
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Integration Example – Weather Lookup
Get the weather forecast for an organization’s location
– Create a web service lookup field that will pull the weather report based off of
the organization’s location zip code for a given service request.
Create custom attributes
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Integration Example – Weather Lookup
Update Custom Fields Template: Organization Details
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Integration Example – Weather Lookup
Create Web Service Credential: Weather WSDL
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Integration Example – Weather Lookup
Create the Web Service Operation: Method Details
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Integration Example – Weather Lookup
Detailed Information
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Multi-Lingual Service desk
TfS G2.x Platform (Region Specific
or Country Specific)
Global Delivery Center
CA Cloud Service
Management Platform
Use Case Fujitsu – Global Ticket ExchangeThe ‘before’ picture
Multi-Lingual Service desk
TfS G2.x Platform (Region Specific
or Country Specific)
Global Delivery Center
CA Cloud Service
Management Platform
15 © 2014 CA. All rights reserved.
Multi-Lingual Service desk
TfS G2.x Platform (Region Specific
or Country Specific)
Global Delivery Center
CA Cloud Service
Management Platform
Use Case Fujitsu – Global Ticket ExchangePost integration
Multi-Lingual Service desk
TfS G2.x Platform (Region Specific
or Country Specific)
Global Delivery Center
CA Cloud Service
Management Platform
16 © 2014 CA. All rights reserved.
Use Case Fujitsu – Powered by RunMyProcess.com
RunMyProcess.com is an innovative platform as a service (PaaS)
Integrate cloud-based (SaaS) and on-premise systems, securely usingHTTPS
Pre-built connectors to transform data from one system to another
Less expensive and more flexible than on-premise solutions
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Use Case Fujitsu – Why Integrate?
Move tickets to people, rather than people to tickets
Make best use of off-shore resources
Connect our on-premises and cloud-based platforms
Enable delivery of service where self-service and 1st line are
on one platform and 2nd and 3rd line are on another platform
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Use Case Fujitsu – How?
Created custom attribute to store the associated ticket number
Updated the default custom fields templates, for both incident and
task tickets, to add this new field to every ticket
Send history of ticket during transfer
We lock the ticket once assigned to a remote group, to prevent
multiples from being created
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Use Case Fujitsu – How?
We created a number of additional workflow actions
– Assign to remote group
– Send comment to remote ticket
– Resolve remote ticket
– Withdraw from remote group
– Incorrectly assigned to remote group
Each workflow action triggers a web service call to
RunMyProcess.com
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Use Case Fujitsu – The Benefits…
Open up new markets– Reach new and smaller customers
– Offer the service at a lower price point using offshore resources
Increased productivity– Provide support from optimal resolver group to ANY customer
– Enable resolver groups to manage tickets in a single system
– Reduced end-to-end support times
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Use Case Fujitsu – The Benefits…
Reduced costs– Exploit what CSM has to offer, without the migration costs
– Resolver accessing a single system reduces license costs
– Cost saving estimation:$1.56M per year
A ‘true’ global support platform
22 © 2014 CA. All rights reserved.
For More Information
To learn more about Management Cloud, please
visit:
http://bit.ly/1wEnPhz
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For Informational Purposes Only
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty.
Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners
and Customers.
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