World®’16

GetWiththexFlow– CAServiceManagementCustomersTellTheirStoriesAbouttheNewxFlowUserExperienceStephanieConnolly– ITSMAdmin– BlueCrossBlueShieldAlabamaDavidFlores– TechnicalSupportLead– Belk,Inc.AllenHoupt – Advisor,ProductMarketing– CATechnologiesFrankMueller– CEO– AXSOSAG

AMT114P

AGILEMANAGEMENT

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Abstract

ThissessionfocusesonthenewxFlowuserexperienceforCAServiceManagementwhich,enablessupportanalyststoworkthewaytheywantanddeliverthequalityofservicetheircustomersexpect.Inthissession,CAwillinterviewCAServiceManagementcustomerpanelistsaboutatypicalday-in-the-lifeoftheirsupportanalysts,thereasonstheyembarkedonimplementingthenewxFlowuserexperienceandtheirfutureplansrelatedtoxFlow.

AllenHoupt

CATechnologies-Advisor,ProductMarketing

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ContextwithCardview,HeatandWeather

StoryTimeline

ServiceGenius,SuggestedExpertsandSuggested

Solutions

WithxFlow youget

At-a-glanceviewofservicedeskbusinessandpriorities

Understandhistoricalactivitiesofincidentsandrequests

Contextbasedsuggestiveknowledge;skills-basedroutingforquickerfasterresolution

Whichenablesyouto…

AssistiveCommandBox Recognizeskeywordstodriveresolution

ThexFlowExperience

xFLowfortheSupportAnalystGaincontext,prioritize,assistiveresolution

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StephanieConnollyBlueCrossBlueShieldAlabama-ITSMAdmin

ThePanel

DavidFloresBelk,Inc.TechnicalSupportLead

FrankMuellerAXSOSAGCEO

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RecommendedSessions

SESSION# TITLE DATE/TIME

AMX121SCaseStudy:UsingProcessAutomationinCAServiceCatalogtoDeliverServicesFaster

11/16/2016at3:45pm

AMX18SSlayingtheDragonsofAgile,DevOpsandITSMInformationFlow

11/16/2016at4:30pm

AMT05S CAServiceManagement:Vision&Roadmap 11/17/2016at11:30am

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MustSeeDemos

ServiceDeskandSupportAnalystxFlowExperience

SoftwareandHardwareAssetManagement

RequestManagementandSelf-service

ManagementInsights–ReportingandDashboards

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AgileManagement

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