Case Study: Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Technologies Service Catalog

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

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
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

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

Agenda
GOALS FOR IMPLEMENTING UNIFIED SELF-SERVICE AND SERVICE CATALOG
KEYS TO SUCCESS
1
2

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

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

29 Reporting Capabilities Reviewed
30 Report Needs Documented
31 Reporting Built
32 Alerting Decision Tree Built
33 Alert Template Format in USS Designed
34 Icon Alerting Capability Answered
35 Alert Templates Built
23 Software Service Requests Built
24 Current Get Help Content Migrated
25 Get Help Content Migrated to New Storage
26 Chat System Pre-Production Tested
27 Chat System Production Tested
28 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 August
1 Power Users Test Pre-Production Environment
3 Support Team Processes Documented
4 Submit Change for URL Change
5 Go Live to Enterprise
6 Get Help Teaser Banner Posted
7 What’s Coming Email Distributed
8 Introduction Video
9 Video Training Series Launched
10 Countdown to Launch
11 Bailey Blog
13 Icon Flip and Live Communication
14 Eric Blog
15 Leadership Demos
37 Rebranding of Name
16 Video Training Series Built
17 Management Approval Training Built
18 Training Material QA by Power Users
19 Training Storage Location Determined
20 Video Series Launched
21 Distribution Focused Training Delivered
22 Management Approval Training Delivered
36 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
1 1
43
5
14
11
10
87
6
9
13
15
22
2119
18
17
16 20
2823
24 25
26 27
36
3433
3029
31
32 35
MilestonesCommunicationTrainingBuildConsiderations
37

Customize a Great App and Make It Better

Personalize the App – Make it Yours

1. Note the text shown when “new” is selected as a reason for this iPad Air 2 form
(See next slide)

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

Pick the Most Popular Request Areas

Marketing the App
 Partner with Marketing or Corporate Communications
 Take Advantage of Existing Communication Methods
– SharePoint
– E-Mail
– Blogging
 Brand the App
Tell Your Customers Why They Want It!

SharePoint Banners

Provide On-Line Training
Provided on SharePoint

Blog About It

E-Mail With Useful Tips

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

Final Thoughts

Q & A

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5T11S
Vision and Strategy: The Road to a New IT Service
Management Experience
11/18/2015 at 4:30 pm
Theater 5
DO5T20S
Marsh and McLennan Wins Big in ITSM by Playing a Team
Game
11/19/2015 at 2:00 pm
Theater 5
DO5X167S
Spectrum Health Delivers a Superior Consumer
Experience to its IT Users With Service Catalog
11/19/2015 at 3:00 pm
Breakers L

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

Follow Conversations At…
Smart Bar
CA Service
Management
Theater 5
Tech Talks
Mobile ITSM
Theater 5 (Tech Talk)

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Case Study: Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Technologies Service Catalog

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Was ist angesagt?

Was ist angesagt? (20)

Ähnlich wie Case Study: Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Technologies Service Catalog

Ähnlich wie Case Study: Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Technologies Service Catalog (20)

Mehr von CA Technologies

Mehr von CA Technologies (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Case Study: Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Technologies Service Catalog