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CaseStudy:UsingProcessAutomationinCAServiceCatalogtoDeliverServicesFasterJoseGonzálezGuilloty - Sr.SoftwareDeveloper- Evertec,Inc.

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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

1

2

3

4

5

6

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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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Thankyou.

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