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Phase 2: How we have started to use MSM in other

areas of the business to drive efficiency savings

Apart from our main MSM Web offering myIS we also

have in place numerous MSM Web Customer Solutions

for different areas of the business that had different

requirements from IT…….

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MSM Web CustomerFor example, the Customer Contact Web Marval system is tailored to enable a

team which support our external customers to log requests specific to them

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MSM Web Customer

We have also provided specialist

areas IT Support with their own

MSM Web Marval systems. For

example this is a system that

allows our developers to log and

manage their software build

records

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Utilising MSM Web Marval

So we thought why not look outside of the scope of IT

Support and use the same tried and tested model for other

areas of the business?

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Utilising MSM Web Marval

We now have the myFM

system. This is available to

all members of staff across

LR estate, provides a

mechanism to log any

facilities request they have

As our facilities support is provided by a third party supplier who do not

have access to MSM we use the system to trigger an email to them with all

of the details of the request included. The MSM record is then auto-closed

but the reference number is cross referred in the system they use. This

gives our customers a logging experience they are familiar with including

an auto-email to advise on them on the target completion time the third

party is working to.

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Utilising MSM Web Marval

We have also

introduced the

myOfficeSupport

system which

allows all members

of staff to log any

Office Support

type queries with

their office support

team

We have set all of the Office Support Team up in Pursuit and they manage these requests

as TSK records. Working with the team we created a bespoke workflow in MSM for these

records.

We also set up SLAs for each request type and showed

them how to use MSM Knowledge Search so they can

report on how well they are performing against these SLAs

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Utilising MSM Web Marval

Our staff suggestion

scheme is also all logged

and managed via MSM

All Innovations are logged in MSM Web Customer and

then managed in Pursuit as TSK records. Innovation

categories were identified and mapped as options in the

Service Dictionary

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Utilising MSM Web Marval

These values are mapped to Service

Dictionary entries in Pursuit

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Utilising MSM Web Marval

In total we now have 14 different MSM Web Customer

solution in place across LR

Allows all of the efficiency gains from managing IT records

in MSM to be realised in other areas of the business

Standard Customer experience

Costs all included in one software solution

Previously un-auditable solutions

Easy to tailor work flows to any life-cycle situation

Currently working on a myTraining system to allow staff to

log training requests

Only limit is the imagination!