Tammy Jo MartinezUniversity of New Mexico

Tammy Jo (TJ) Martinez is the current Director of Customer Support at the University of New Mexico Information Technologies and focuses her efforts on showing the value of the Service Desk as the face of IT. TJ serves as the UNM IT Agreements Committee Executive Sponsor and has led UNM IT to move from handshake agreements to formal service level agreements. The group has created several campus wide SLAs. TJ also directs the Workstation Management team at UNM IT and has successfully stood up a Managed Workstation program fee for service. TJ has presented at New Mexico Technology in Education (NMTIE), Educause, HDI Rio Grande Chapter and HEF Forums.

“Expect More from Your Cherwell Self-Service Portal”

Expect More from Your Cherwell Self-Service PortalCherwell Global ConferenceSession: #601Speaker: Tammy Jo Martinez

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Agenda• Background• Opportunities• What we did• Outcomes• What’s next• Collaboration• Q&A

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A little about myself…• Director, Customer Support Services, Information Technologies• UNM – Customer Advisory Board since 2011• Cherwell Global Conference 2013 – Participant• Attended a Session facilitated by Steven Waxler• Avante Solutions | Cherwell Implementation Partner, Professional

Services Firm with Expertise in Service Management• Blueprint California State University, Fresno • We invited Avante to join us as a consultative body as we worked

through the re-implementation of our ITIL processes and Cherwell system!

• We benefited from the Cherwell Community!

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About UNM – Go Lobos!• The University of New Mexico (UNM)• Health Science Center• Academic – medical professions• Clinical practice

• Albuquerque, New Mexico, United States • Public Research University• State's Flagship Research Institution• Largest Post-Secondary Institution in the State in total

enrollment, across all campuses, as of 2012• One of the State's Largest Employers

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Who are you?Activity

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Who are you?• Pick someone near you.• Introduce yourself to them if you need to.• Ask them how they prefer to be introduced. • Listen for about 1 minute.• Take turns.

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UNM | IT• Statistics• IT Consumers

• Students = 34,000• Faculty = 4,000

• IT Staff• Employees = 10,000• Help Desk = 7 FTE, 30+ Students

• Purchased Cherwell System in 2010• Joint Purchase with The University of New Mexico Hospital• Recognized two times with the Pinion Award through Quality

New Mexico

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Opportunities

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Provide value

Increased Demand on IT to Deliver

Reduced Resources

Improve Quality

Why did we do this?• Communication is the big idea.• Communicating on behalf of others is a really big idea.• CIO not a huge fan of current portal• Neither were the customers

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Focus Group• What do you like or don’t like about the current Help.UNM

self-service portal?• Have you used the list of common requests?• How clear are the instructions for submitting a new service

request? Didn’t like the search• How easy is it to find what service you need to request?• How do you navigate within Help.UNM? Do you use the drop

down menus or do you use the Search box to look for the service you wish to request?

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Results from Focus Group• “Slap in the Face”• Really need to know IT to “use” the Self Service Portal…• Results…

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UNM IT had 2 big problems :

• The Self-Service Portal did not focus on Value Delivered to the Customer.

• The Self-Service Portal required Customers to understand IT’s Ownership, Processes and Risks!

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Customer can’t tell uswhat they know.

• Break/Fix• New• Modify• Disable

Objectives for this course• Contribute to improving the use of Cherwell across UNM

Objectives

Objectives:• Refresh Customer Service Values• Introduce ITIL Concepts• Connect ITIL with UNM IT Goals• Consulted with Avante to re-implement Cherwell and to

redesign our Self-Service Portal• California State University, Fresno Blueprint

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Customer Service

Services & Processeswith Management Tools

What is a service?• ITIL’s definition: “A service is a means of delivering value by

facilitating outcomes without having to own the process or the risks.”

• Let’s put this another way.

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A service is a means of:• Delivering value • Facilitating outcomes

without owning

• The process• The risks.

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Improve how Cherwell is used in IT

UNM core values in play:• Access with support to succeed• Supporting UNM users and IT staff with access to

communications and task management tools• Respectful Relationships• Between UNM IT and users, and between IT departments who

depend on each other for information and task fulfillment• Integrity• Upholding OLA/SLA promises, deploying IT resources effectively,

and maintaining service quality to users

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Blueprint

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Self-Service Portal

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hello

Live Demo

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OutcomesSatisfaction

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As I showed the new portal to my boss, I noticed he was smiling ear to ear and

trying to contain his excitement.

What’s in It for Customers?• Access support anytime • Better understanding of IT service & support • Increased availability of solutions to known errors • The ability to collaborate with other customers • Ability to influence service quality• Zappos experience

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What’s in it for IT and the Service Desk?• Makes it easy for customers to do business with you• Publish services and set accurate expectations• Collaborate with customers as “support partners”• Make it convenient for customers to submit service requests• Facilitate Problem Management: inform customers so as to

avoid problems• Reduce cost, increase customer satisfaction• Operate Like a Business: Market your value!

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What’s in it for you?• Better contact with your customers• Better interaction between IT teams• Easier flow of IT services• Focus on continuous service improvement

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Take it to the Next Level with Your Self Service Portal!• Be More Customer and Business Centric• Lower Costs• Raise Productivity• Be Proactive• Show value

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What’s NextPublish metrics

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Collaboration• Session Description: Learn how sharing includes customer

collaboration, shared blue prints, and the app store. Learn how to collaborate on designs and coordinate changes to leverage the benefits of the Cherwell community.

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Thank you for attending this session!Please fill out an evaluation form.

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