Kovair ITSM Use Case Examples

Kovair ITSM Use Case Examples

Introduction

The purpose of this brief case study is to present several issues in the areas of IT Service Management and illustrate how Kovair helped its customers address these issues.

Challenges

In IT Service Management is primarily about investigating and resolving problems reported by a geographically distributed user base. The process of managing these customer problems usually follows complex business rules, based on Service Level Agreements (SLA) and other technical guidelines. This process becomes even more compounded when there are activities requiring attention from multiple departments, e.g., Service, Engineering, Finance and Legal. When these departments use separate information silos, usually Point tools; lack of data integrity and cross-functional collaboration adversely impact the quality of service.

As these user-reported problems get resolved, they need to be entered into a knowledgebase for future reference. Contact information for these customers has to be kept in a database that also stores customers’ system configuration information, SLA, and any other pertinent information.
The challenge of any IT organization is to ensure that they are prepared to address the situation mentioned above. They can adequately address this challenge by:

  • Defining and implementing a complex automated business process in a tool
  • Keeping users updated about the progress of the problem resolution – according to an agreed upon timeline based on the SLA
  • Escalating the problem when the next step in the process is not reached after a specified period of time
  • Having an integrated IT tools ecosystem
  • Offering global access
  • Facilitating knowledgebase management
  • Creating a central database for customer information – whether internal or external customer.

This case study describes how Kovair customers successfully implemented the required functionalities to meet these commonly faced challenges.

Issue 1:

How does a company define and implement a complex automated business process in a tool?
A Kovair customer faced a similar challenge. They are a global provider of IT and Process outsourcing services to Global 1000 companies. They have to follow very comprehensive and complex business rules for investigating and resolving the user problems. Their process is governed by an SLA. Among other guidelines, this SLA requires that Escalation Alerts be sent, following a specific timeline, to various Groups / Roles based on the severity level of the problem. To maintain a high quality of service, they needed to define and implement a complex automated business process that the users can use in a transparent manner without facing the complexity of its creation and implementation and frequent changes that may be required based on SLA changes or other optimization needs. In any organization the preservation of the prior process versions in the tool is also an important need based on traceability needs as well as an ability to go back to an old process version based on management directives.

Project Goals

  • Resolve user problems in a timely manner according to the established SLA guidelines
  • Keep users informed throughout the process

Using Kovair’s task-based Omniprocess Workflow engine, they implemented their complex problem Investigation and Resolution process, following the SLA associated with the customer. Problem tickets, with all pertinent information, are created into Kovair. The automated process then generates tasks based on previously defined business rules. Escalation notifications are generated, when needed, in order to ensure that ticket resolution is adhering to the SLA. If the ticket cannot be resolved within a specified period of time, Kovair automatically generates a Problem Record for further investigation.

While investigating the Ticket / Problem, if there is a need to make changes, a Change Record is automatically created and linked to the ticket/problem record. This Change Record follows a Change Review and Implementation Process. All these automated processes ensure that the problem is being resolved in timely manner according to the SLA guidelines. Users and customer management have complete visibility into the problem resolution process through our Web interface and dashboard reporting facility.

    Benefits Overview

  • Faster Customer On-boarding as all the associated departments collaborated seamlessly through an automated process
  • Global 24×7 access to consolidated data
  • Improved customer satisfaction due to higher quality of service
  • Increased data integrity and reduced data inconsistency

Issue 2:

How do you ensure data integrity and foster cross-functional collaboration when multiple, geographically distributed departments, e.g., Service, Engineering, Finance and Legal, use Point tools, resulting in information silos?
This Kovair customer was going through a very rapid growth phase. Each day over 1000 of the world’s largest financial institutions trade billions in foreign exchange on their trading platforms. They sign up customers from all over the world. Their various departments use multiple tools. They were using two separate database storages to maintain their customer on-boarding and company information. This resulted in data duplications and inconsistencies. They had very limited capabilities to validate data. That led to extensive data integrity problems. They were using a separate tool to manage user problems that was not integrated with their customer information database that contained SLA information. So they had problem following SLAs and their customers were becoming increasingly unhappy.

Project Goals

  • Foster cross-functional collaboration for high quality of service and improved customer satisfaction
  • Ensure data integrity

First of all, we implemented their Customer On-Boarding process using our Omnibus Workflow engine. That presented a single Web-based interface – accessible from anywhere, anytime – for all of their internal groups, e.g., Finance, Legal, Service, etc., associated with Customer On-Boarding activities. These groups are located in various parts of the world – New York, London, Boston, Tokyo and Singapore. This implementation also incorporated detailed data authentication and validation rules. For example, one authentication rule uses encrypted password functionality to match a Contact’s authentication answer with the information stored in the Contact’s database. We also integrated some of their existing tools, using our Omnibus technology, to enable event-based, two-way, real-time communication among these tools.

    Benefits Overview

  • Faster Customer On-boarding as all the associated departments collaborated seamlessly through an automated process
  • Global 24×7 access to consolidated data
  • Improved customer satisfaction due to higher quality of service
  • Increased data integrity and reduced data inconsistency

Issue 3:

How do you manage a knowledgebase of resolutions of problems for future reference?
This Kovair customer provides support services for ERP applications to Global 1000 companies. They spend a lot of efforts resolving some of the complex user problems. The more complex ones need assistance from multiple departments, e.g., Service and Engineering. They wanted to leverage these efforts in the form of a knowledgebase of known errors and lessons learned. They envisioned that having access to such a knowledgebase would enable their support personnel to provide speedy resolution to problems reported by users.

Project Goals

  • Leverage past problem resolution efforts
  • Expedite problem resolution cycle by using a knowledgebase of known errors

We created a Knowledgebase entity for this customer. It contains resolutions of known errors and lessons learned from past problem resolution efforts. It has various search facilities including text search.

    Benefits Overview

  • Reduced time to resolve a problem
  • No duplication of efforts resolving a problem that has already been resolved in the past

Issue 4:

How to create and maintain a single database of customer information?
This Kovair customer provides support services for ERP applications to Global 1000 companies. They have to maintain details of each of their customer’s contact and application configuration information. While providing service to these customers, they also have to refer to a detailed SLA. They had different repositories for these different set of information. Cross referencing customer information to ensure high quality of service was becoming increasingly difficult for them.

Project Goals

Create a consolidated and linked repository of customer information. In Kovair’s single repository system, we created several interlinked entities. An entity called ‘Companies’ is associated with ‘Contacts’, ‘Service Plans’, ‘Contracts’, ‘Contract Details’ and ‘Applications’ entities. Relevant pieces of information for each of their customers are stored in these entities and linked appropriately for easy reference.

We created a Knowledgebase entity for this customer. It contains resolutions of known errors and lessons learned from past problem resolution efforts. It has various search facilities including text search.

    Benefits Overview

  • All pertinent customer information in a single repository
  • Easy reference to different pieces of information of the same customer

Conclusion

These case examples clearly demonstrate the broad capabilities of the Kovair ITSM Solution with its single Repository, Global accessibility over the web, its Multi entity functional capabilities and its very powerful, yet easy to implement and change, Process engine capabilities with inherent security aspects to serve the needs of any corporate, government institution or military agencies.