Around the World With Service Management

ca Intellicenter

Around the World With Service Management

Curt Achberger, Jeff Duff – GCI

ICX03P #CAWorld

Helena Margarida – CGDTuncay Nerat – Yapi Kredi Bank

2 © 2014 CA. ALL RIGHTS RESERVED.

Abstract

From Portugal to Turkey to Alaska, this session brings you some of the most interesting use cases in Service Management. Hear about making Service Management an integral component of your core business applications, turning knowledge into quantifiable savings and accelerating service management maturity more rapidly.

Curt AchbergerGCIApplication Engineer I

Jeff DuffGCIApplication Engineer III

Panel Session

Helena MargaridaCGD

ITSM Manager

Tuncay NeratYapi Kredi Bank

VP, IT Service Deployment and

Management

A Need for Knowledge

Curt Achberger

Application Engineer I

GCI

Jeff Duff

Application Engineer III

GCI


GCI – A Need for Knowledge

THE PROBLEM

THE STRATEGY

SOLUTIONS

REPORTS

RESULTS

1

2

3

4

5

Overview



Major Financial Application Upgrade

Enterprise-Wide Use

Business Processes Differ by Department

SMEs Spread Across the Company

Short Time Frame to Launch

THE PROBLEM



Documents Authored by SMEs Offline– Microsoft Word Format Predominantly

Documents Submitted to Knowledge Manager

Documents Processed by Converter Tool– Word Docs Knowledge Docs in CA Service Desk Manager

Documents Reviewed and Published

THE STRATEGY



SOLUTIONS



SOLUTIONS



Employee Activity Report– Tracks user session from login to logout– Gives us complete picture of activity

Knowledge Document Payout– Tracks interactions (votes/solves/FAQ) per document

– Total Interactions - 2013: 4379 2014 (YTD): 1762

Knowledge Document Payout– Tracks knowledgebase searches returning 0 results

– Provides the date, user and search string

REPORTS



47 documents published in 1 week– By 1 person (really about ¼ FTE)

Since Publication:– 1,052 Hits from across the company

– 263 Hours saved (avoided) by SD Analysts 15min/ticket rate

– $14,991 saved $57/hour planning rate (loaded)

– ROI: $14,991 / $570 = 26.3

REPORTS


GCI - SummaryA Few Words to Review

Creation

Allow anyone familiar with MS Word to create a knowledge document

Rapidly publish docs into CA Service Desk Manager

Execution

Create an environment where CA Service Desk Manager is the place to go to solve your own problem

Utilize reports to track current/future state of tickets and knowledge

Resolution

Track time saved via avoided tickets

Track $ saved

Track ticket MTTR

Track customer satisfaction?

ITSM the CGD Way

Helena MargaridaITSM Manager

Caixa Geral de Depósitos


Agenda

4 YEARS AGO

PROJECT QUALITY DELIVERY

WHERE ARE WE NOW

CHALLENGES

SUMMARY

1

2

3

4

5


4 Years Ago

OBJECTIVE

Increase Organization Maturity– Ticketing platform migration

– (re)Design ITSM Process taking advantage of the new platform

– Map a business service in CMDB (Mortgage)

360-Degree IT Management– Manage and monitor services in context with operations of those services (incidents,

changes, SLAs, etc.)


Project Quality Delivery

3 PHASES

1. Migration of ticketing platform– Obtain quick wins out-of-the-box

2. (re)Design ITSM Process – Align of existing processes to ITIL™ V3 and simultaneously increase

maturity of those processes which were critical for business

– Defining new processes needed for 360-degree service view

– Implementation of an architecture focused on Service Management based

on the CMDB

ITIL is a registered trademark of AXELOS Limited.



3 PHASES

3. Map a business service in CMDB (Mortgage)– Configuration of all service components and their relations in the CMDB that would

be the basis for all service management processes –

Design, Transition, Operation and Continual Service Improvement.

– Strategy was:– Big scope and low details

– Top-down approach

– Definition and build of the ongoing process of feeding the CMDB – Federation and

Reconciliation



IT Infrastructure

Operating Systems

Applications/Frameworks Oracle Web-Logic .NET

Service BBusiness Services

SAP J2EE

ATM …

Federated CMDB

Users and Business Process

Internet

Banking

Windows Unix Mainframe AS400 Linux

Top

-do

wn

Top-down approach



3 PHASES

3. Map a business service in CMDB (Mortgage)– Configuration of all service components and their relations in the CMDB that would

be the basis for all service management processes –

Design, Transition, Operation and Continual Service Improvement.

– Strategy was:– Big scope and low details

– Top-down approach

– Definition and build of the ongoing process of feeding the CMDB – Federation and

Reconciliation


Project Quality DeliveryCMDB - Federation and Reconciliation

CA Customer Experience Manager

CA Introscope

CA Configuration Automation

CA CMDB Connector for z/OS

CA Spectrum

CA Repository


Where are we now?

SERVICE WAVES

Repeatable Waves in Project Mode– Configuration Business Processes

– Identification of corresponding

services

– Service Definition

– Building of the relationship map

in the CMDB


What is the business impact of IT operations?

The Business Perspective in IT Service Management

Service

Application

Uses

Hardware (Server)

Hardware (Server)

Database

Is Hosted By

Is Hosted By

Uses

Power Supply

UsesUses

Business Process

Uses

Dept

Uses

Bookings

Bookings Manager

Customer Mgt

Application

Client Survey

Client Manager

Uses

Uses

Is Hosted By

Uses

Server 1 Server 2 Server 3 Server 4

ORA01 ORA02

Is Hosted By

Is Hosted By

Uses

Is Hosted By

Uses

Uses

PSU 1 PSU 2

UsesUses UsesUses

Manage Theatre Tickets

Uses Uses Uses

MarketingSales

Plan Campaign

Uses Uses

UsesService

Business Processes

Organization

Systems

S/w Applications

S/w Infrastructure

Virtual Environment

Physical Environment

Facilities


Where are we now?

CA SERVICE CATALOG

Configuring CA Service Catalog for business users

Single point of contact with Unified Self-Service (formerly CA Open Space)

The offerings can be incidents or requests and are services in the CMDB

Integrating Knowledge Base within CA Service Catalog for self help

CA Process Automation as an orchestrator between CA Service Desk Manager and CA

Service Catalog

CA Process Automation will automate task execution


Challenges

NEXT STEPS

Maintain the CMDB – keep updated

Deploy the Service Catalog to the entire Organization

Extend the use of CA Service Desk Manager beyond IT

Transform the current technical Catalog into helpful pre-built components (RFC & RFR) of the new Change and Release Management Processes


Summary

WHAT WE HAVE LEARNED

Experience

Today’s progressive service-centric organizations realize that a similar approach is needed in IT.

Because, when you think about it, IT organizations exist to deliver IT services, comprised of assets,

projects, people and processes. Data on each of these components is useful in itself, but it's only

truly valuable when it can be aggregated into information and viewed from a service perspective.

Providing a Service Center With Service Catalog

Tuncay NeratVP/IT Service Management

Yapi Kredi Bank

Agenda

YAPI KREDI BANK OVERVIEW

WHY DID WE NEED SERVICE CATALOG

VOLUME OF REQUEST

BUSINESS & IT SERVICE ALIGNMENT

INTEGRATIONS

PROJECT TIMELINE

1

2

3

4

5

6

ACHIEVEMENTS7


Yapi Kredi Bank

Founded as Turkey’s first private bank with a nationwide presence in 1944

Introduced computerization to the Turkish banking sector

Yapi Kredi Bank now owned by Koc Financial Services (a 50/50 joint venture between Unicredit and Koc group)

OVERVIEW


Yapi Kredi Bank

Today Yapi Kredi Bank is the fourth largest private bank in Turkey– 1,000 branches all over Turkey

– Over 18,000 employees

– 10.2 million active customers

– Subsidiaries/branches in five different countries

OVERVIEW


Why Did We Need Service Catalog?

Segregating incidents and demands

The current platform was getting to be out of date

Increasing workload of managing some demand process manually

Legal issues and SLA obligations

GROWING CUSTOMER REQUIREMENTS IN GROWING ORGANIZATION


Service Management

#551 - Total Services #117 – Business

Services

#99 Business Domain

#15 IT Domain

#434 – IT Services

#3 Business Domain

#32 IT Domain

Mission Critical Requests Authorization & Passwords

Branch Opening

ATM Installations

IT Asset Management

No- IT Asset Management

#19 – Integration Layer

Business and IT Service Alignment


Integrations

Need

Authorization

Service CatalogEnd User Integration Layer

WEB

SER

VIC

ES

Core Banking Application

Before Integration(Service Lifetime Duration)

After Integration(Service Lifetime Duration)

46 min per request Less than 1 min per request

Service Catalog With Core Business Application


Project Timeline

(*) End of year estimation

Delivered Services/Year 2011 2012 2013 2014

40 Services

25 Services

14 Services

472 Services(*)


Volume of Request

(*) As of August 2014

7,985

31,346

71,334

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

1

Series1 Series2 Series3


Achievements

Decreasing service lifetime duration for request fullfilment– From an average of 46 minutes per request to 16 minutes per request

Decreasing duration for launching new services– Average development duration of less than 2 days for simple services

Increasing customer satisfaction rate

Handling more requests with same resources but with less effort


Summary

Key topics

We have departed with some ‘’simple’’ needs:

While customer requirements are growing, we had a challenge finding a balance in resources, managing the SLA environment and providing a high level of customer satisfaction.

Findings

Transformed to a service centric organization model

Average development duration less than 2 days for simple services

From an average of 46 min. per request to 16 min. per request

Experiences

Even with diverse infrastructures, it only took a year to achieve all CA service advantages corporate wide. Especially, impressive considering customer satisfaction rates increased, while banking products’ diversity increased and product development processes were shortened.

A Few Words to Review


Summary

Sustainable Customer Loyalty

ResultsToday, its wide geographic service area and its multichannel infrastructure do not present barriers to offering superior quality and sustainable financial services to 10.2 million Yapı Kredi Bank customers. Industry leader CA Technologies proven solutions, CA Service Desk Manager and CA Service Catalog, answer questions for 12,000+ customers’ daily requests with 551 services that have been defined in our IT Service Catalog.

And for now, two magic words, mobile and agile, make the service quality of Yapı Kredi visible in every layer of the banking operations. Mobile access to the Service Catalog has made IT services sustainable and agile everywhere. By its leadership in 7/24 banking, Yapı Kredi Bank is very successfully managing 3,000+ ATM, 3 million internet banking customers, 10.9 percent of market share in mobile banking, 42 million customer contact database, two call centers and about half million POS terminals with high-level service quality at this moment.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

Insert appropriate screenshot and text overlayfrom following “More Info Graphics” slide here;

ensure it links to correct pageManagement Cloud






For Informational Purposes Only

© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.

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Date post:	30-Jun-2015
Category:	Technology
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Around the World With Service Management

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