Case Study: Using Process Automation in CA Service Catalog to Deliver Services Faster

1. World®
’16
Case Study: Using Process Automation in
CA Service Catalog to Deliver Services Faster
Jose González Guilloty - Sr. Software Developer - Evertec, Inc.
AMX121S
AGILE MANAGEMENT

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For Informational Purposes Only
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Abstract
In this case study, Evertec will present how the combination of
CA Service Catalog, CA Process Automation and CA Service Desk
Manager enables administrators to easily and quickly deploy
new services in the Service Catalog that integrate with the
Service Desk. Find out how 98 percent of these new services are
delivered and managed with configuration parameters—and
without involving a Process Automation developer. Hear about
how Evertec is able to achieve fast services deployment while
reducing development costs and increasing customer
satisfaction.
Jose
González
Guilloty
Evertec, Inc.
Sr. Software Developer

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Agenda
EVERTEC
CA SERVICE DESK MANAGER CA SERVICE CATALOG
ADVANTAGES
WORKFLOW REQUIREMENTS
TYPE OF WORKFLOWS
ROLE RESPONSIBILITIES
1
2
3
4
5
6

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§ EVERTEC, Inc. (NYSE: EVTC) is a leading full-service transaction processing business
in Latin America, providing a broad range of merchant acquiring, payment
processing and business solutions services. The Company manages a system of
electronic payment networks that process more than 2.1 billion transactions
annually, and offers a comprehensive suite of services for core bank processing,
cash processing and technology outsourcing. In addition, EVERTEC owns and
operates the ATH® network, one of the leading personal identification number
(“PIN”) debit networks in Latin America. Based in Puerto Rico, the Company
operates in 19 Latin American countries and serves a diversified customer base of
leading financial institutions, merchants, corporations and government agencies
with “mission-critical” technology solutions.

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CA Service Desk Manager (CA SDM) CA Service Catalog
§ 2008
– CA SDM 11.2 CA Service Catalog 11.2
§ CA Workflow – 40 Workflows
§ 2013
– CA SDM 12.7 CA Service Catalog 12.7
§ CA Workflow – 200 Workflows
§ 2016
– CA SDM 14.1 CA Service Catalog 14.1
§ CA Process Automation – 20 Workflows

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Workflow Requirements
§ Service Catalog always as the end user front-end
§ Service Desk analysts fulfill catalog requests
§ Everything selected by the user on the Service Catalog is
available on the Service Desk
– Request general information
– Form fields
– Attachments

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Type of Workflows
§ Dynamic Approval workflow
– Sequential Approval
– Executive Approval
– Default Approval
– Auto Approval
– Approval made on field selection
§ Option drop-down
§ User selection

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Type of Workflows
§ Dynamic Fulfillment workflow
– Create ticket in Service Desk (Request Incident Change Order)
– Update fields in Service Desk with Service Catalog Form values
– Transfer Attachments from Service Catalog to Service Desk

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Type of Workflows
§ Administration Menu

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Type of Workflows
§ Approval Definition

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Type of Workflows
§ Fulfillment Definition

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Role Responsibilities
§ Administrator
– Gather requirements
– Build services in the Service Catalog
§ Basic forms
– Create Category
§ Classic Workflow tasks
– CA Process Automation workflow administration
§ Define approval behavior
§ Create fulfillment relation (CA Service Catalog è CA SDM)

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Role Responsibilities
§ Software Developer
– Build complex forms
– Classic Workflow tasks
§ Macros
§ CA Process Automation workflows
– Complex Workflows
– Report building
– Maintain systems up-to-date
§ Implement new features

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Advantages
§ 98% of workflow requests are handled by Administrators
§ Fast services deployment
§ Lower development costs
§ Increased customer satisfaction
§ Less workflows to maintain
§ No Freeze during system upgrades

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Questions?

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