Use Cases

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Change Management Project Setup
New Employee Onboarding
Customer Complaint Process Workflow
Purchase Request
HR Recruiting Process

Change Management Project Setup

Case Abstract

CloudArts.com has been in business for 20 years and employs over 500 people. The human resources department heavily relies on the HRM system to manage employee records and processes. The HRM system is coming to an end of the support cycle for the currently installed version. The CIO of CloudArts.com has requested an upgrade to the latest version of the software before the end of life event.

The below diagram depicts their current change management process. IT project manager leverages ServicePRO to set up a change management project template to execute and manage projects of type change.

Stakeholders

Requester
Project Manager
Business Manager
Approval Manager
Change Advisory Board (CAB)
Change Implementation Team

ShowCased Features

Project templates
Create After Events
Object Designer

Workflow

Solution Setup

ServicePRO project template provides a readymade framework, highlighting the project phase and work break down the structure.

Change Management Requirement begins with a Request for Change (RFC). In ServicePRO, this request can be included as the initial activity/task in the work breakdown structure (WBS) of the Change Management Project Template. Using event triggers, ServicePRO allows the activation of other downstream activity/task based on information captured at this level, while maintaining the required visibility and reporting requirements.

The Impact Analysis

The Impact Analysis is a high level task that involves actions like review and approval. This activity/task can be included in the work break down the structure in the initiation phase of the project template. It can also be independently designed/configured to collect the analysis data requirement. (as shown below). Using the ServicePRO workflow module, this activity/task can be routed to the appropriated resources for preparation and completion.

Working within the project work breakdown structure, the UAT task is highlighted to showcase the use of Custom defined fields to monitor and control the UAT process Working within the project work breakdown structure, the UAT task is highlighted to showcase the use of Custom defined areas to monitor and control the UAT process.

Conclusion

Using the ServicePRO Project Template, the entire process of planning, which includes building the change, implementation, and verification of the change and roll back plan, can be mapped out; and have controlled events triggers in place to ensure the planned start and finish timeline areadhered to.

New Employee Onboarding

Case Abstract

Magnus International is expanding its global presence by opening many offices worldwide. Like any other growing operations, Magnus is hiring new employees at a rapid rate, which increases the need to handle the employee onboarding process efficiently and diligently.

ServicePRO® Use Case – New Employee OnboardingCase AbstractMagnus International is expanding its global presence by opening many offices worldwide. Like any other growing operations, Magnus is hiring new employees at a rapid rate, which increases the need to handle the employee onboarding process efficiently and diligently.At Magnus, there are few departments that partner in this process, which includes the manager of the hiring department, HR administrator, Facilities, and IT department. The challenge Magnus faces is the collaboration between all departments to determine what tasks need to be executed, in what order they need to be accomplished, what is required skill set, and what rules are being followed.

Below is the high-level process Magna decided to implement using ServicePRO.

Stakeholders

Department Manager
HR Manager
Facilities Rep
IT Specialist

ShowCased Features

Project templates
Create After Event Trigger
Object Designer

Solution Setup

In ServicePRO, Project templates are used to orchestrate several tasks that comprise a process. Below is the example of the employee onboarding project setup in ServicePRO.

In this process, the HR managers will instantiate a project request. Depending on the permissions, workflow, along with after the event triggers in the template, the project tasks may or may not be visible to the stake holders.

To construct a template, a project template designer is used to help produce consistent outcomes and communicate and control who performs each task and when.

User-defined custom fields are used to create customized project requests. In our example, HR Manager, when instantiating, the project fills out all required information for the employee coming on board.

The Hiring Manager will then determine the requirements to do the proper setup of the new employee.

After events on the project child tasks will trigger which requests to open and assign to which department for completing the project task.

Conclusion

Many projects frequently recur in the life of a typical service desk. For recurring projects, it is helpful to design project templates which will allow creating a group of service requests and purchase request to manage multitask projects. In addition to tremendous time savings, projects in ServicePRO promote consistency and standardization, which are the hallmark of a mature service desk.

To learn more about ServicePRO projects, please schedule a personal demo.

Customer Complaint Process Workflow

Case Abstract

Marvel Medical Imaging Center (MMIC) has over 20 locations and is looking to optimize the complaint handling process to ensure that it is thorough, efficient, and resolved promptly. Currently, it is a manual process, and all correspondences are handled through email. The goal is to elimi-nate the paper-based process and replace it with an electronic workflow system.

The current process entails patients sending an email to MMIC customer support, outlining the details of the complaint. The customer support representative (CSR) reviews the email and manually enters the information in an electronic form. The form is forwarded to the patient complaint management department(s) to get assessed and assigned to the proper case manager.

Stakeholders

Patient
Complaint Management Department(s)
Case Manager

ShowCased Features

Organizational Unit (Departments)
Categories
Custom object Designer

Workflow

Solution Setup

Organizational Units:

Setting up organizational units will help define the departmental structure and the queues associated with them. Below set up will help determine the complaint request workflow when the request gets submitted by the patient. Depending on the nature of the complaint, it will route to the correct department to service that complaint.

Categories:

Categories in ServicePRO are assigned to all Service Requests for reporting and analysis purposes. In this example, the categories are set up to describe the nature of the complaint lodged by the patient.

Custom Object Designer:

ServicePRO can be customized to collect information to fulfill your company’s unique processes. This is accomplished by using the Custom Object Designer. In this example, we created a patient complaint form. The patient fills out all the required details of the incident, which will help the case manager to address the complaint more efficiently.

Improvements

ServicePRO can optimize the complaint handling process by collecting detail information from the patients and routing the request directly to the department in charge of handling the specific complaint. The workflow is entirely automated, which adds immense business value by reducing costs and improving employee productivity while ensuring superior customer service.

Purchase Request

Case Abstract

District School Board of Virginia was looking for a way to unify the Asset and Purchase Order Management processes. The challenge was to effectively track numerous asset purchases in various schools while keeping all the stakeholders such as Requesters, Approvers and Asset Managers in the loop.

The current process is heavily based on emails with high likelihood of requests following through the cracks and orders not getting fulfilled while impacting the school operational activities. A more simplified process is required where Approvers get notified and requests are routed through the queues automatically.

ServicePRO’s built-in purchase requisition and approval process follows assets from requisition, approval, purchasing, allocation, tracking, auditing and maintenance all the way to end-of-life.

Stakeholders

Requester
Approver
Purchase Department
Asset Manager

ShowCased Features

Queue Folders
Business Rules
Purchase Request
Asset Management

Workflow

Solution Setup

Queue Folders:

Create Queue Folder for routing the request at various stages of the process.

Business Rule:

Configure rule conditions for automatic routing of request after the purchase order is approved.

Configure the workflow to route the ticket to the correct queue folder for placing the order.

Configure Email notification to let the purchasing department know about an approved purchase request in the queue they are assigned to.

Purchase Request:

When submitting a purchase request, the requester can choose product from the product catalog. Upon selecting the product name; the vendor name and unit cost of the product automatically gets populated.

Asset Management:

When product is received, it automatically gets pulled in the asset configuration database and gets allocated to the requester of the purchase request.

Asset Details:

All asset details are automatically pulled into the configuration database

Improvements

Asset management enables you to optimize your IT resources and control your hardware and software expenditures. Asset management is integrated with purchase order functionality, allowing you to track all of your organization’s IT equipment, from requisitioning to the end of the product lifecycle.

ServicePRO makes it easy for organizations to add new assets into its configuration database, and to easily locate and manage them. Organizations can also ensure software updates and security patches are in place and can manage and audit software licenses on computers on the company network to ensure they are compliant with important software licensing agreements.