Pre-Con Ed: CA Service Management: Building an Awesome Catalog of Services People will Want to Use

Pre-Con Ed: CA Service Management: Building an Awesome Catalog of Services People will Want to UseGary EisenhuthSr. Services Architect – CA Technologies

AMX34E

AGILE MANAGEMENT

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The content provided in this CA World 2016 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


Agenda

OVERVIEW OF SERVICE CATALOG STRUCTURE

HOW TO BUILD A SERVICE

BUNDLED SERVICE EXAMPLE

EXAMPLES FOR BUILDING FORMS

SERVICE CATALOG APPROVAL PROCESS

SERVICE CATALOG FULFILLMENT PROCESS

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Service Catalog Organizational Structure

Starts with the Service Provider at the top level– The Service Provider as set at installation

Additional BUs can be added to serve as a Super BUs under the Service provider which provide services to Business Units under them

Business Units Organization

Service Provider (Domain)

Business Unit Super BusinessUnit

Super BusinessUnitBusiness Unit

Business Unit Business Unit Business Unit Business Unit


Service Catalog Structure

The Service Catalog is a portfolio of Services Offerings

Service Offerings can be organized into categories (folders) and sub-categories (sub-folders)

Permissions can be set by Business Unit, Folder and Service Offering level

Service Offerings can also be made available or not available


Service Catalog Service Offering Hierarchy

Folder

Service

Service Option Group

Service Option

Service Option Elements


What makes up a Service

A Service Offering is found under a folder or sub-folder

A Service Offering is associated with one or more Service Option Groups

A Service Option Group contains one or more Service Options

A Service Option Group contains Service Option elements

A Service Option can have different Service Option elements that define it– For example, text field, image, request form, cost, description, categorization,

keywords, etc.

Service Structure and Hierarchy


Example Service Offerings Types

Laptop Request (Service Name) Procure Laptop

Laptop Requests (Service Option Group)

Simple Laptop (service option one)Image, description, form, cost, categorization

Medium Laptop (service option two)Image, description, form, cost, categorization

Developers Laptop (service option three)Image, description, form, cost, categorization

New Hire Request (Service Name)

Laptop Requests (Service Option Group)

Simple Laptop (service option one)Image, description, form, cost, categorization

Medium Laptop (service option two)Image, description, form, cost, categorization

Developers Laptop (service option three)Image, description, form, cost, categorization

Software Requests (Service Option Group)

Microsoft word (service option one)Image, description, form, cost, categorization

Microsoft Project (service option two)Image, description, form, cost, categorization

Visio (service option three)Image, description, form, cost, categorization

Mobile Requests (Service Option Group)

Samsung (service option one)Image, description, form, cost, categorization

iPhone (service option two)Image, description, form, cost, categorization

Bundled Service

Simple Service


Service Catalog Request Forms

Used to gather information related to the service option

Allows you to validate information before the request is submitted

Java script allows you to dynamically display and hide fields on the form

Data report objects allows you to populate data from a database in the form

Design Forms that are easy to use and understand for your end users


Service Catalog Form Elements

These are the available form elements that can be dragged and dropped onto the Request Form when designing the form


Service Catalog Approval Processes

No Approval– Requires no approval on submit status goes directly to Approval Done

System Approval – Compare the approval level defined for the Service to the Requested For User

and Manager hierarchy if required

Workflow Approval– Uses CA Process Automation to determine the approval process

Policy Driven Workflow– Uses a policy to determine the approval process for requests based on

conditions and attributes of the Service

Types of Approval Processes


Service Catalog Fulfillment Processes

Complex Fulfillment – Based on the current status of the service option and a new status being

assigned the next step in the fulfillment process is determined

Simple Fulfillment – Single phase of fulfillment request is assigned to single person or group for

completion

Service Desk Manager – Opens a Service Desk ticket for fulfillment

Types of Fulfillment Processes


Recommended Sessions – Allen to add Session # and final Session title

SESSION # TITLE DATE/TIME

AMX31E Hands-on Lab: Building Advanced Dashboards with Xtraction for CA Service Management 11/15/2016 at 10:15 am

AMT05S CA Service Management: Vision & Roadmap 11/16/2016 at 12:30 pm

TBD Case Study: Using Process Automation to Deliver Services Faster in Service Catalog (awaiting Brand approval)

11/16/2016 at 3:45 pm


Must See Demos

Service Desk and Support Analyst xFlow Experience

Software and Hardware Asset Management

Request Management and Self-service

Management Insights –Reporting and Dashboards


Questions?


Thank you.

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Pre-Con Ed: CA Service Management: Building an Awesome Catalog of Services People will Want to Use