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

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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

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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 Reviewed30 Report Needs Documented31 Reporting Built32 Alerting Decision Tree Built33 Alert Template Format in USS Designed34 Icon Alerting Capability Answered35 Alert Templates Built

23 Software Service Requests Built24 Current Get Help Content Migrated25 Get Help Content Migrated to New Storage26 Chat System Pre-Production Tested27 Chat System Production Tested28 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 August1 Power Users Test Pre-Production Environment3 Support Team Processes Documented4 Submit Change for URL Change5 Go Live to Enterprise

6 Get Help Teaser Banner Posted7 What’s Coming Email Distributed8 Introduction Video9 Video Training Series Launched10 Countdown to Launch11 Bailey Blog13 Icon Flip and Live Communication14 Eric Blog15 Leadership Demos37 Rebranding of Name

16 Video Training Series Built17 Management Approval Training Built18 Training Material QA by Power Users19 Training Storage Location Determined20 Video Series Launched21 Distribution Focused Training Delivered22 Management Approval Training Delivered36 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

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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 TrainingProvided 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

DO5T11SVision and Strategy: The Road to a New IT Service

Management Experience

11/18/2015 at 4:30 pm

Theater 5

DO5T20SMarsh and McLennan Wins Big in ITSM by Playing a Team

Game

11/19/2015 at 2:00 pm

Theater 5

DO5X167SSpectrum 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:

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CA World ’15

http://cainc.to/Nv2VOe

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