Case Study: Appriss Supercharges ITSM Efficiency With Process Automation to Save Lives
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The case study discusses how Appriss enhances IT service management efficiency through process automation, ultimately saving lives of crime victims in the U.S. Implementation of advanced automation tools resulted in significant reductions in manual tasks, improving first-call resolution rates and saving considerable operational costs. Appriss now processes 140,000 orchestrations per month and has achieved a 99.95% system availability since migrating to Windows platforms.
Case Study: Appriss Supercharges ITSM Efficiency With Process Automation to Save Lives
- 1. Case Study: Appriss Supercharges ITSM Efficiency With Process Automation to Save Lives Bob Popeck Appriss, Inc. Director of Technical Support Services DO5X163S #CAWorld #ITSM IT Service Management
- 2. 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
- 3. 3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Abstract Learn how Appriss leverages advanced process automation in IT service management to save lives of crime victims across the United States. Time equals lives. Process efficiency saves time. Learn how you can automate CA Service Desk processes for optimal efficiency. Bob Popeck Appriss, Inc. Director of Technical Support Services
- 4. Who am I • My name is Bob Popeck • Director of Technical Support Services • Administration, support and development of CA Service Desk Manager (CA SDM), CA Process Automation (CA PAM), CA Embedded Entitlements Manager (CA EEM), CA Productivity Accelerator (CA PA) • We have 1 Administrator and 3 developers • 70% of what we do is Process Automation • 30% is development of new features and automations
- 5. Our Platform • CA SDM 14.1 • CA PAM 4.2.2 – CA PAM is single most important employee at Appriss • We operate a DEV environment for both CA SDM and CA PAM • We operate a QA environment for both CA SDM and CA PAM • Redundant and Failover
- 6. Background • Appriss is a provider of information for Criminal Justice, Healthcare, Risk & Compliance, Insurance, Public Safety • Appriss supports over 200,000 customers and users • Appriss supports over 50,000 feeds of data into it’s data center • Appriss employs over 400 employees • Appriss is an adopter ITIL based support across all of their product bases ITIL is a registered trademark of AXELOS.
- 7. The Story • CA SDM had not been deployed in the 2 years we owned it • People disliked CA, (keep in mind we had not deployed it yet) • I took over the project (People disliked me) • We deployed CA SDM, CA PA, CA EEM in about 4 months • We deployed CA PAM 2 months later
- 8. Appriss’s processes are really longgggggggggg……. • Many silos with in Appriss…we have specialized products • Appriss Service Center - We support the internal and external customers • Our first call Resolution is about 70% which means “lots of escalations” • Escalations require technical expertise • Difficult to track and report
- 9. Did I say really loooonnnnnnnnggggggg KD Polling KD Data Inquiry KD Maestro PAM Link Create Data Transmission If Manual Enter AS/PCI Enter Save If Automatic Enter Save Base Page Pre Populated Properties Connection Errors Reported Able to Restore Outage Placed On EOL Faxed EOL Disabled S&R Populate Activity Log Outage Tab Type Offline triggers Offline Msg Note AL Outage Tab Start Date set <24 create AX Request Note AL Outage Tab Type Hardware create HDWare Request Note AL Outage Tab Type AM create AM Request Note AL Status – In Progress Status – In Progress PSG Request DFF Status - Research Parent PAM Create BS Unit Request Link to Parent Status - Open Base Page Pre Populated AL Pre Populated Children Parent Offline Message to Customer Hardware Request Base Page Pre Populated Replace or Restored Change Request Opened AL Pre Populated Update Parent to Restored Base Page Pre Populated PSG Assigned Status – In Progress PSG Restored Status – Resolved Change Task Schedule Order Build Ship Deliver Install Validate PAM Update PAM Create Link PAM Update Update Parent PSG Request Install IF PAM Update Update Parent to Restored Request Closed PSG Request Installed Completed Base Page Pre Populated Status – In Progress Status - Open PSG Request Installed Approved Status – Approved SD Creates Request Hardware Decommission PSG Request Installed Completed CFC CFC PSG PSG CFC CFC PSG QC PSG QC Request Closed Request Closed Request Closed PAM Link Create AM Request Customer Contact AM Request Customer Contact Complete Request Closed Status - Open Status – Resolved PAM Update Parent Status - Resolved Out Tab <24 RAX Request Resync Request PAM Create Request Update Activity Log Base Page Pre Populated Base Page Pre Populated Resync Work Completed Request Closed Outage Tab Type Set to Notifications Change Request Change Request Approved Outage Tab Type Set Research PAM Create PAM Create VSR Notificati ons PSG QC Research Notifications Completed Resync Work Completed Base Page Pre Populated Base Page Pre Populated Request Closed Request Closed SD Create PSG Request Parent Status - Closed SD Trigger Online Message Incident Closed Online Message to Customer Decommission Completed Request Closed Base Page Pre Populated Activity Log Updated PSG PSG QC CFC CFC Hardware VSR Account Management Process Stop PAM Service Desk Key PAM Update PAM Link Create Data Feed Import DND Base Page Pre Populated Updates for Vine Watch Service Desk Data Feed Transmission Functionality PAM Link Create
- 10. Over View of Data Transmission Process • Data Feeds from County Jails across the US • VINE stands for Victim Inform and Notification Every Day • Check for data every 5 - 10 minutes or less • Victims are at risk for the first 48 hours that inmate is free • When a data feed stops, Victims are at risk for no notification
- 11. What CA PAM has done for us • Drives the work flow across multiple silos – Fewer process mistakes – Far less key strokes – Internal Customers are more engaged • Keeps the employees on task and on time – SLA’s 95% before 80% – OLA’s 95% before 80% • Today, CA PAM performs 140,000 orchestrations per month which results in approximately 9 million key strokes saved per month – Saves approximately 30 people or 1.75 million in soft cost • Makes people smile
- 12. Our Key Metrics • Since we moved to Windows for both CA SDM 14.1 and CA PAM 4.2.2 – Since January 2014 Availability has been 99.95% – CA SDM Apdex averages 0.97 monthly – CA SDM Web Service decreased from 4-5 seconds (Linux) to 2-3 seconds (Windows) • CA PAM Operation Success versus Failure rate is less than ¼ of 1% for 140,000 plus Operations • CA PAM transaction time averages 1.9 seconds monthly
- 13. 2015 Road Map • System automations tied to ticket work flow – Events Monitoring triggering incidents, escalations • Automated Problem Identification – Improves decision process where to focus Resources • AWACS Tier 1 Automation – Replace Tier 1 support steps with automation • Automated Process failure restored through Automation – When a process fails automation restores and keeps process on track
- 14. Automation reduces Support cost and reallocation of resources AWACS Automated Tier 1 Support Monitoringof Process AWACS Dashboardand Reporting RestorationofOpenEventBaseLevelFuncationality Network/Data Source Event triggers Incident Created Categorize, U,I,P Sub, Des, Sympt, Assigned PAM Process Detects Executes Restore Script Logs against Incident Restoration success or Failure Unsuccessful Repeat Process Restoration Success or Failure 3 attempts Failure created DT Copy from Child to Parent Assigns PAM Process detects Executes Offline Script Sets Agency to MM and Offline List in Activity Log next process step 3rd Attempt create DT ticket Logs against Incident PAM Process Detects Executes Check Script Activity Log noted of Event Status change Incident Status Updated Event Clears Success Resolute Incident Close Status, Assignment,Network Up, Data Source Up PAM Process detects Executes Online Script Sets Agency to MM and Offline Close Resolute Incident Success Logs against Incident Logs against Incident Data Source Availability AWACS EP1 Perform Network Availabilty Data Feed Collection Availabilty PAM Monitoring New Relic Monitoring System Support Automation Process Detect Real time Failure of Process Automation Interface Availability
- 15. CA PAM Automation = Soft cost savings • Tier 1 manual steps are performed by Automation – People time 30 minutes versus Automation time of 5 minutes • Automation resolves event or escalates the Incident to a human • OLA’s and SLA’s are not met, they are exceeded • Resources not needed for 3 shifts of work – 20 resources can be reallocated to other duties or an estimated 700,000 in soft saved.
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- 17. 17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Recommended Sessions SESSION # TITLE DATE/TIME DO5T19S Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Service Catalog 11/18/2015 at 3:00 pm Theater 5 (show room floor) DO5T11S Vision and Strategy: The Road to a New IT Service Management Experience 11/18/2015 at 4:30 pm Theater 5 (show room floor) DO5T20S Marsh and McLennan Wins Big in ITSM by Playing a Team Game 11/19/2015 at 2:00 pm Theater 5 (show room floor) DO5X167S Spectrum Health Delivers a Superior Consumer Experience to its IT Users With Service Catalog 11/19/2015 at 3:00 pm Breakers L
- 18. 18 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD 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
- 19. 19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Follow Conversations at… Smart Bar CA Service Management Theater 5 Tech Talks Knowledge Manage- ment of the Future Theater 5 (Tech Talk)
- 20. 20 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD For More Information To learn more, please visit: http://cainc.to/Nv2VOe CA World ’15