1 CUSTOMER SUCCESS STORY SEPTEMBER 2014 Reduces Costs by 15 Percent with Intelligent IT Support Services CLIENT PROFILE Industry: Business services Company: Revenue: $20 billion (2013) Employees: 31,000 BUSINESS provides innovative workforce solutions for 400,000 clients in 80 countries. Its services include permanent, temporary and contract recruitment, employee assessment and selection, training and consulting. CHALLENGE To safeguard ipsum productivity, dolor sit amet, consecteturmust respond In id enim quickly to IT diam. requests Mauris from imperdiet augue employees. However, at the consequat condimentum. company s homegrown Aliquamdesk service erattool volutpat. lacked the Donec a ligulaneeded functionality metus.to Maecenas achieve this lobortis, goal. dui a SOLUTION CA Service ipsum Desk dolor Manager sit amet, consectetur provides with an In id enim diam. ITIL-aligned service Mauris imperdiet augue management platform at for consequat tracking around condimentum. 48,000 Aliquam erat requests a month. volutpat. The Donec a ligula solution provides metus. metrics for Maecenas query analysis, lobortis, which duihas a reduced IT downtime. BENEFIT IT support ipsum is more dolor effi sit cient amet, consectetur and cost-effective, which In idenabled has enim diam. Mauristo imperdiet reduce IT support augue atcosts by consequat 15 percent,condimentum. increase end Aliquam user satisfaction erat volutpat. by 16 Donec a and percent ligula improve metus.staff Maecenas lobortis, productivity by 23 percent. dui a
2 2 CUSTOMER SUCCESS STORY: MANPOWER SEPTEMBER 2014 Business Employment solutions for the changing workplace provides innovative workforce solutions to more than 400,000 clients across the globe. These services include permanent, temporary and contract recruitment, employee assessment and selection, training, outplacement, outsourcing and consulting. Founded in 1948, the company now has 3,100 offices in more than 80 countries and territories. The Group suite of solutions is offered through Group Solutions, Experis,, and Right Management. In total, helped 3.4 million people find permanent, temporary or contract positions in is focused on helping its clients win in the changing world of work and raising productivity through improved quality, efficiency and cost-reduction across their total workforce. Challenge Improving staff productivity through rapid resolution of IT problems Many requests were being dealt with directly, which in some cases triples the costs of each call. Jennifer Anderson Director NAIT Quality & Support, As a workforce solutions provider understands the productivity and financial losses that can be caused by IT downtime. Mario Cortez, Manager of Service Desk and Client Contact Center at, comments, The key focus of our IT support organization is to ensure that when an end user experiences an IT problem, they are back up and running again as quickly as possible as every minute lost could severely impact business operations. s IT division supports more than 65,000 team members, including staff and associates out on assignment throughout the USA, Canada and Puerto Rico, and across multiple platforms. The division s ability to provide a rapid response to these users was constrained by its service level management tools, which were based on a homegrown platform with limited functionality and performance. Jennifer Anderson, Director NAIT Quality & Support at, comments, We were only able to log half the calls that were received, with many requests being dealt with directly by network, development or server management teams, which in some cases triples the cost of each call. Without adequate information about the requests, was unable to conduct trend analysis, which meant queries could only be dealt with reactively on a case-bycase basis and often persisted. As well as insufficient information and tracking, the lack of standardized support processes meant that end users frequently had to call the service desk to find out the status of a ticket they had logged previously.
3 3 CUSTOMER SUCCESS STORY: MANPOWER SEPTEMBER 2014 Solution Responsive and intelligent support services The first step for was to establish best-practice ITIL support processes; it also needed a more comprehensive service management solution to underpin its new approach. The solution had to support ITIL, be able to cope with large request volumes and be easy for analysts to use, comments Cortez. As we gathered requirements, we also realized we needed a solution that supported multiple languages. CA Service Desk Manager met all these requirements, and following the successful deployment of CA Project & Portfolio Management a few years ago, we were happy to work with CA Technologies again. CA Service Desk Manager was implemented in August 2007 with help from CA Technologies Services. CA Technologies Education provided training on the solution, which was arranged according to each individual s job role to allow that person to learn the appropriate capabilities of the solution. also used CA Technologies Support Services to help resolve any growing pains following the implementation of CA Service Desk Manager. Anderson comments, CA Technologies Support Services have provided proactive and responsive support whenever we have needed it, and they have offered practical advice to enhance our understanding of the solution. 1,000 requests per year relating to Internet registration have been eliminated CA Service Desk Manager is used in three different divisions within the IT support team, the Service Center and the Experis line of business. The IT team supports 6,500 users, while the Service Center supports between 52,000 and 72,000 associates on assignment at and deals with as many as 37,000 requests a month. s Experis division supports 10,000 associates consultants on assignment in the financial, engineering, technology and projects who raise around 7,000 requests a month. Reducing incidents through root-cause analysis Thanks to the CA Technologies solution, can identify trends and recurring queries across requests so they can be addressed at the root cause. For example, when it identified that 72,000 requests in one year were for information relating to payroll, it implemented a new Interactive Voice Response system to proactively provide the information as soon as associates called. Anderson comments, The metrics provided by CA Service Desk Manager have enabled us to adopt proactive problem management, As a result of implementing the new system for payroll queries, related call volumes have fallen by 50 percent. In addition, 1,000 requests per year relating to Internet registration have been eliminated as a result of pinpointing and applying a fix to resolve an operating system compatibility issue. With CA Service Desk Manager, we continue to identify opportunities to provide a faster response to requests and improve the experience for associates, adds Anderson.
4 4 CUSTOMER SUCCESS STORY: MANPOWER SEPTEMBER 2014 s IT division is also using the solution s inbuilt configuration management database to support its Asset Lifecycle program as Anderson explains, Previously desktops, laptops and mobiles were not effectively tracked and could remain unused in remote locations until they had outlived their lifecycle. Now assets are returned and can be deployed in a timely fashion, reducing costs and optimizing IT investments. The success of the Asset Lifecycle program has led to the support of a new and growing service within s Experis division. Leveraging the program and the CA Technologies solution, consultants are equipped with secure laptops, with taking care of deployment and tracking on behalf of clients. Similarly, on the back of its success within IT, CA Service Desk Manager is being used by several customer-facing teams within. Four other departments are now using the solution to track the types of customer requests they receive and to implement service improvement plans, comments Anderson. To date, is using the solution for request, knowledge and change management, and plans to implement problem management next. The CA Technologies solution has been easy to deploy in modules and ensures that our IT organization is not overwhelmed by too many new processes at once, comments Anderson. CA Service Desk Manager is also integrated with s HCM (Human Capital Management) solution, so when new staff start, information about their role and systems access rights are automatically transferred to the CA solution, enabling service desk staff to provide appropriate support. In addition, the integration between CA Service Desk Manager and s HCM tool enables IT to provide high-quality support services more quickly to staff within newly acquired organizations. Benefit Delivering more for less At least 95 percent of requests are now dealt with via s service desk, which means technical teams no longer have to deal with calls from end users, freeing them up to focus on core management activities. The insight and metrics provided by the CA Technologies solution have also enabled to eliminate thousands of inbound requests each year and improve the user experience through trend analysis, long-term fixes and service improvement plans. CA Service Desk Manager has enabled us to transform our IT support operation, comments Cortez. The CA Technologies solution provides our support staff with all the information they need, enabling them to provide a faster and better-informed response to users. This significantly reduces downtime so our staff can focus more on their jobs and less on IT.
5 5 CUSTOMER SUCCESS STORY: MANPOWER SEPTEMBER 2014 Using CA Service Desk Manager, we have reduced requests and increased efficiency for less cost. Jennifer Anderson Director NAIT Quality & Support, Processes have also been refined using ITIL standards with the CA Technologies solution, so that a technician can now deal with a higher number of requests. Since 2007, efficiency has increased by 23 percent and technicians now handle 40 percent more requests than they could prior to implementing CA Service Desk Manager. In addition to enhancing staff productivity, s proactive and centralized approach to IT support has enabled it to: Reduce the number of support analysts per request Allow more efficient handling of requests Reduce IT support costs by 15 percent Increase end user satisfaction from 3.78 to 4.4 out of 5 Reduce IT expenditure as a result of efficient asset management. High quality IT support is crucial to the smooth operations of the business. Using CA Service Desk Manager, we have reduced requests and increased efficiency for less cost, comments Anderson. Connect with CA Technologies at CA Technologies helps customers succeed in a future where every business from apparel to energy is being rewritten by software. With CA software at the center of their IT strategy, organizations can leverage the technology that changes the way we live from the data center to the mobile device. Our software and solutions help our customers thrive in the new application economy by delivering the means to deploy monitor and secure their applications and infrastructure. To learn more about our customer success programs, visit / customer-success. For more information about CA Technologies go to. CA All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only, and does not form any type of warranty. The Customer success story is based on the actual experiences of the user but product descriptions may not reflect uses in all environments so actual results may vary.
CUSTOMER SUCCESS STORY June 2014 TIM Brasil Standardizes Testing and Anticipates Application Errors with CA Service Virtualization Customer profile Industry: Telecommunications Company: TIM Brasil Employees:
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com firstname.lastname@example.org 1 416 410 2716 1 866 364 2757 Introduction Service
IBM Global Services Information technology infrastructure key to your business success. In today s complex business environment, new opportunities constantly emerge, which can challenge a company s ability
Sun International Customer Success Story Industry: Hospitality and Gaming Geography: South Africa BMC Solutions: BMC Remedy Service Desk Before No individual accountability for guest requests or problems
BEST PRACTICES WHITE PAPER Measuring Success Service Desk Evaluation Guide for the Midsized Business: How to Choose the Right Service Desk Solution and Improve Your ROI Table of Contents INTRODUCTION...1
SAP Active Global Support Driving Transformation with Less Budget The Value of SAP Enterprise Support For IT organizations everywhere, just keeping the lights on is no longer enough. IT needs to deliver
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
Benchmarking VoIP Performance Management March 2008 Page 2 Executive Summary Aberdeen surveyed 159 organizations to identify best practices for managing Voice over Internet Protocol (VoIP). This report
ITIL V3 Application Support Volume 1 Service Management For Application Support ITIL is a Registered Trade Mark and Community Trademark of the Office of Government and Commerce. This document may contain
SAP Managed Services SAP MANAGED SERVICES Maximizing Performance and Value, Minimizing Risk and Cost WE RE FOCUSED ON YOUR GOALS Increase productivity with fewer resources. Optimize IT systems while cutting
KANA Express Service Overview Introduction KANA Express provides a complete suite of integrated multi channel contact and knowledge management capabilities, proven to enable significant improvements in
Address key business priorities with a strategic approach to outsourcing This paper explores what your company can do, starting today, to win in its markets with smart outsourcing. Points of consideration
White Paper Implementing Your Help Desk A Practical Guide Implementing A Help Desk Implementing a Help Desk may sound either remarkably easy or terribly difficult, depending on who is pitching the solution.
VoIP Lifecycle Management Best Practices and Business Value Viola Networks May 2006 VoIP Lifecycle Management VoIP Lifecycle Management Best Practices and Business Value When managing an enterprise VoIP
white paper private cloud Private Cloud: Key considerations for an insurance agency in the insurance industry, there are many options for meeting insurance agency information technology requirements. An
2015 SAP SE or an SAP affiliate company. All rights reserved. Aditro: Increasing Contact Center Efficiency for Improved Customer Satisfaction Company Aditro Headquarters Sundbyberg, Sweden Industry, products,
CONSUMER ELECTRONICS COMPANY Conserving IT Manpower and Expanding Service Major Consumer Electronics Manufacturer Relies on Splice for Network Management Worldwide In a rapidly-growing company with retail
CGI s IT Service Desk Business Process Outsourcing 2 cgi.com Our mission at CGI Business Process Outsourcing: To be the preferred partner in value-add front line services, empowering clients with Service
WHITE PAPER CHOOSING A WIRELESS IMPLEMENTATION STRATEGY AND APPLICATIONS Sachin Gupta, Sr. Wireless Consultant WHAT S INSIDE: 1. Introduction 2 2. Key Considerations before Selecting a Wireless Solution
CRM: Taking One-to-One Marketing to the Next Level An Executive White Paper Coravue, Inc. 7742 Redlands St., #3041 Los Angeles, CA 90293 USA (310) 305-1525 www.coravue.com Table of Contents Introduction...1
An Oracle White Paper June 2009 An Overview of Oracle Business Intelligence Applications Executive Overview... 1 Introduction... 1 The Build Versus Buy Decision... 3 Solving the Data Access Challenge...
Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com WHITE PAPER Quantifying the Business Benefits of IT Service Management Sponsored by: Hewlett-Packard
HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for
Accenture Human Capital Management Solutions Transforming people and process to achieve high performance The sophistication of our products and services requires the expertise of a special and talented
Case Study: California State University, Fresno Implements ITSM Without Breaking The Bank by Evelyn Hubbert with Peter O Neill and Lindsey Kempton Executive Summary When faced with austere budget challenges,