Case Study: Using Process Automation in CA Service Catalog to Deliver Services Faster

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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


Agenda

EVERTEC

CASERVICEDESKMANAGER\ CASERVICECATALOG

ADVANTAGES

WORKFLOWREQUIREMENTS

TYPEOFWORKFLOWS

ROLERESPONSIBILITIES

1

2

3

4

5

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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.


CAServiceDeskManager(CASDM)\ CAServiceCatalog

§ 2008– CASDM11.2\ CAServiceCatalog11.2

§ CAWorkflow– 40Workflows


§ CAWorkflow– 200Workflows


§ CAProcessAutomation– 20Workflows


WorkflowRequirements

§ ServiceCatalogalwaysastheenduserfront-end

§ ServiceDeskanalystsfulfillcatalogrequests

§ EverythingselectedbytheuserontheServiceCatalogisavailableontheServiceDesk– Requestgeneralinformation– Formfields– Attachments


TypeofWorkflows

§ DynamicApprovalworkflow– SequentialApproval– ExecutiveApproval– DefaultApproval– AutoApproval– Approvalmadeonfieldselection

§ Optiondrop-down§ Userselection


TypeofWorkflows

§ DynamicFulfillmentworkflow– CreateticketinServiceDesk(Request\ Incident\ ChangeOrder)– UpdatefieldsinServiceDeskwithServiceCatalogFormvalues– TransferAttachmentsfromServiceCatalogtoServiceDesk


TypeofWorkflows

§ AdministrationMenu


TypeofWorkflows

§ ApprovalDefinition


TypeofWorkflows

§ FulfillmentDefinition


RoleResponsibilities

§ Administrator– Gatherrequirements– BuildservicesintheServiceCatalog

§ Basicforms– CreateCategory

§ ClassicWorkflowtasks– CAProcessAutomationworkflowadministration

§ Defineapprovalbehavior§ Createfulfillmentrelation(CAServiceCatalogè CASDM)


RoleResponsibilities

§ SoftwareDeveloper– Buildcomplexforms– ClassicWorkflowtasks

§ Macros§ CAProcessAutomationworkflows

– ComplexWorkflows– Reportbuilding– Maintainsystemsup-to-date

§ Implementnewfeatures


Advantages

§ 98%ofworkflowrequestsarehandledbyAdministrators

§ Fastservicesdeployment

§ Lowerdevelopmentcosts

§ Increasedcustomersatisfaction

§ Lessworkflowstomaintain

§ NoFreezeduringsystemupgrades


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Case Study: Using Process Automation in CA Service Catalog to Deliver Services Faster

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