the impact of bundled service items

The Impact of Bundled Service

ItemsMatt Howe

Kinetic Data

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About me

Started with Kinetic Data in 2004

“Sabbatical” started in 2007, returned in 2011

Consultant with Professional Services

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Bundle Definition

Simply a grouping/linking of service items in some fashion

NOT related to “themeing”/branding term Bundles you may have

heard about in other sessions

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Session Intent

Expose you to concepts and ideas for using Kinetic Request to

manage complex processes and business needs

Explain general concepts used when bundling service items

Identify some steps in implementing a bundled service item

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Types of Bundles

Scope

Linking

Embedding

Grouped

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Linking

Chaining service items together

Works well for processes that require phased approvals

Gather appropriate information at the right stage of the process

Don’t waste someone’s time

Works for processes which involve multiple stops each requiring

separate information, often by separate set of users

Each stop might not even know the larger process

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Linking example: Work from home

Original method

Handled ad-hoc with no consistency

No documentation

No follow-up activities

No statistics

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Linking example: Work from home

New method – three service items

Request authorization

Request equipment / provide other requirements

Schedule performance evaluation

Processes that rely on manual steps – especially when spread

across lengthy intervals – often fail.

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Linking example: Work from home

Process

User submits authorization service item

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Linking example: Work from home

Upon authorization approval, trigger user request for additional details, policy signoff/stipulations, etc.

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Linking example: Work from home

Service Item 2: Secure equipment, configure details, policy signoff, install equipment

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Linking example: Work from home

Tasks: Secure equipment, configure details, install equipment, schedule evaluation surveys

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Linking example: Work from home

Complete recurring

evaluation surveys

Different/additional questions as length of time progresses

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Linking example: Work from home

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Linking example: Performance evaluation

Current method

MSWord template is sent to evaluatorsSave locallyUpdateReturn to sender (no replies - forward and re-attach…)

Manually compile/extract/rekey responses into meaningful “report”

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Linking example: Performance evaluation

New method – two service items

Identify evaluators / review results

Evaluation form

Listen to complaints – how can processes be re-envisioned?

HUGE WINS!

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Linking Review

Works well for processes that require phased approvals

Works for processes which involve multiple stops each requiring

separate information, often by separate set of users

Questions

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Embedding

One (or more) service items are initiated as part of another

service item

Works for multi-step, complex processes

Each part could stand alone

All parts have something in common

Embedding items will result in a better user experience

Results in faster delivery of the entire process

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Embedded: On-boarding

Original method (no process)

Complex

Chaotic

Inconsistent

Multiple initiation points and people

Unmanaged dependencies

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Embedded: On-boarding

Original method (defined process)

Complex, confusing form

Too much data to manage

Lengthy processes/management by security fulfillment teams

In Kinetic: Big task tree

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Embedded: On-boarding

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Embedded: On-boarding

New method

One service item “contains” the overall process Include the basic and common information

Many nested – embedded – service items deliver the resultsEach service item includes unique data

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Embedded: On-boarding

Main concepts

Container – or Parent – service itemContains details applicable to the overall processContains common elements applicable to every child

Child service itemsUnique details of each requestChild items are not displayed on the main portal

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Embedded: On-boarding

Main concepts

Parent/child relationship uses “Originating ID”Same principle of how approval records are linked to the original

submission

Child service items are actually completed by the parent from within its task treeAllows child service items to be edited until you submit the parent

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Embedded: On-boarding

Parent record

Page 1 – General info and functionality to display child service itemsSimple Data Request and a JSP partial

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Types of service items

Service items

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Embedded: On-boarding

Parent Service Item

Page 2 – Container to hold each Child service item within an iFrameSimple Data Request and a JSP partial

Determines if the children are “New” or “In Process” New – Related Child Service Item instance does not yet exist In Process – Show existing Child Service Item instance

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Child service item name Service item content in iFrame

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Embedded: On-boarding

Child Service Item

Simple or complex

Will have at least two content pagesUsers will never see a true confirmation page

Retrieves the common elements from the parent

Has its own task tree

Completion triggered by the parent’s task tree

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Last content page of the Child service item

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Embedded: On-boarding

User experience

One Service Item on the portal

Expanding descriptions jQuery functionality

Save and close

Visual cues

In Progress table on portal provides status of each item

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Embedded: On-boarding

Maintenance

Create a template of a Child Service Item

Clone the template

Change/add unique content

Change task tree

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Embedding Review

One (or more) service items are initiated as part of another

service item

Works for multi-step, complex processes

Questions

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Grouping

One or more service items correlated only because of who

completed them or when they were requested

Works when you need to group unrelated items together for a

business reason, not for fulfillment

Each part could stand alone

Service items’ functionality is not necessarily related

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Grouping: Services Cart

Original method

Is there one?

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Grouping: Services Cart

New method

Service Items are started, but not completedSimilar to embedded Child Service Items

Visually display cart contents on portal

A checkout service item

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Grouping: Services Cart

Main concepts

Service Items are determined to be “cartable” or “non-cartable”

No parent container – cart items are linked by a cart ID, which is stored in Service Item instance attributes

Cart is not dependent on cookies or server-retained information

Services Cart task tree submits cart items

Each item in the cart acts independently upon submission

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Grouping: Services Cart

Cartable Service Items

Determines if a cart ID already existsDynamic default

Common set of fields and functionality for usability consistency Includes a review request page

When you get to the Review Request page, the item is “in cart”

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Grouping: Services Cart

Service Cart Service Item

Displays all items in cart in a tableSimple Data Request, JavaScript

Includes cost information/totalsJavaScript/jQuery

Allows “adding another”, as opposed to quantity

Links to Review/Edit submission

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Grouping: Services Cart

Service Cart Service Item

Has own task tree, with approvalApprover has line item veto capabilityApprover can edit Service Item details

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Grouping: Services Cart

User experience

Unique service item contents, consistent review page

Clean checkout screen

Approval process easy

Visually showing cart contents on portal

Upon submission, each service item acts independent

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Grouping: Services Cart

Maintenance (same as Embedded)

Create a template of a Cartable Service Item

Clone the template

Change/add unique content

Change task tree

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Grouping Review

One or more service items correlated only because of who

completed them or when they were requested

Works when you need to group unrelated items together for a

business reason, not for fulfillment

Questions

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Bundled Service Item Benefits

Allows added functionality and complexity

Remains simple to consume

Guides users with little instruction

Enhances data gathering and compliance

Yields improved business results

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What’s involved?

Bundled service items are typically developed as a project

Consider it an “application”

Development performed one time

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Who’s involved?

Team approach

Service Item/Catalog Owner

Designer (User interface)

Developer(s) (Kinetic Request, JavaScript, Ruby, Java, ARS…)

Business Process Analyst

Process stakeholders

Users

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What’s involved?

Understand/Learn what you are trying to do

“Blue sky” thinking – what do you want to achieve

Automate, simplify/streamline, complete an end-to-end process

Where does the process start, where does it end

Often you’ll discover places where you can automate fulfillment

Break into chunks – development phases, versions, releases

Get started – your ROI is waiting!

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Questions / Discussion

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Where can I get these examples?

Linking is available in any Kinetic Request environment today,

but all solutions are fairly unique

Onboarding process is a reusable process and we’re currently

discussing how to “package” it to make it available

Services Cart is currently custom and would be part of a

professional services engagement