case study: using process automation in ca service catalog to deliver services faster
TRANSCRIPT
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CaseStudy:UsingProcessAutomationinCAServiceCatalogtoDeliverServicesFasterJoseGonzálezGuilloty - Sr.SoftwareDeveloper- Evertec,Inc.
AMX121S
AGILEMANAGEMENT
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Abstract
Inthiscasestudy,Evertec willpresenthowthecombinationofCAServiceCatalog,CAProcessAutomationandCAServiceDeskManagerenablesadministratorstoeasilyandquicklydeploynewservicesintheServiceCatalogthatintegratewiththeServiceDesk.Findouthow98percentofthesenewservicesaredeliveredandmanagedwithconfigurationparameters—andwithoutinvolvingaProcessAutomationdeveloper.HearabouthowEvertec isabletoachievefastservicesdeploymentwhilereducingdevelopmentcostsandincreasingcustomersatisfaction.
JoseGonzálezGuilloty
Evertec,Inc.Sr.SoftwareDeveloper
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Agenda
EVERTEC
CASERVICEDESKMANAGER\ CASERVICECATALOG
ADVANTAGES
WORKFLOWREQUIREMENTS
TYPEOFWORKFLOWS
ROLERESPONSIBILITIES
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§ EVERTEC,Inc.(NYSE:EVTC)isaleadingfull-servicetransactionprocessingbusinessinLatinAmerica,providingabroadrangeofmerchantacquiring,paymentprocessingandbusinesssolutionsservices.TheCompanymanagesasystemofelectronicpaymentnetworksthatprocessmorethan2.1billiontransactionsannually,andoffersacomprehensivesuiteofservicesforcorebankprocessing,cashprocessingandtechnologyoutsourcing.Inaddition,EVERTECownsandoperatestheATH®network,oneoftheleadingpersonalidentificationnumber(“PIN”)debitnetworksinLatinAmerica.BasedinPuertoRico,theCompanyoperatesin19LatinAmericancountriesandservesadiversifiedcustomerbaseofleadingfinancialinstitutions,merchants,corporationsandgovernmentagencieswith“mission-critical”technologysolutions.
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CAServiceDeskManager(CASDM)\ CAServiceCatalog
§ 2008– CASDM11.2\ CAServiceCatalog11.2
§ CAWorkflow– 40Workflows
§ 2013– CASDM12.7\ CAServiceCatalog12.7
§ CAWorkflow– 200Workflows
§ 2016– CASDM14.1\ CAServiceCatalog14.1
§ CAProcessAutomation– 20Workflows
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WorkflowRequirements
§ ServiceCatalogalwaysastheenduserfront-end
§ ServiceDeskanalystsfulfillcatalogrequests
§ EverythingselectedbytheuserontheServiceCatalogisavailableontheServiceDesk– Requestgeneralinformation– Formfields– Attachments
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TypeofWorkflows
§ DynamicApprovalworkflow– SequentialApproval– ExecutiveApproval– DefaultApproval– AutoApproval– Approvalmadeonfieldselection
§ Optiondrop-down§ Userselection
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TypeofWorkflows
§ DynamicFulfillmentworkflow– CreateticketinServiceDesk(Request\ Incident\ ChangeOrder)– UpdatefieldsinServiceDeskwithServiceCatalogFormvalues– TransferAttachmentsfromServiceCatalogtoServiceDesk
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TypeofWorkflows
§ AdministrationMenu
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TypeofWorkflows
§ ApprovalDefinition
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TypeofWorkflows
§ FulfillmentDefinition
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RoleResponsibilities
§ Administrator– Gatherrequirements– BuildservicesintheServiceCatalog
§ Basicforms– CreateCategory
§ ClassicWorkflowtasks– CAProcessAutomationworkflowadministration
§ Defineapprovalbehavior§ Createfulfillmentrelation(CAServiceCatalogè CASDM)
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RoleResponsibilities
§ SoftwareDeveloper– Buildcomplexforms– ClassicWorkflowtasks
§ Macros§ CAProcessAutomationworkflows
– ComplexWorkflows– Reportbuilding– Maintainsystemsup-to-date
§ Implementnewfeatures
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Advantages
§ 98%ofworkflowrequestsarehandledbyAdministrators
§ Fastservicesdeployment
§ Lowerdevelopmentcosts
§ Increasedcustomersatisfaction
§ Lessworkflowstomaintain
§ NoFreezeduringsystemupgrades
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Questions?
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