Service Management Through an Acquisition
Shvonne Craig, Director of IT Services at EXOS, implemented Samanage at MediFit in 2011. Since then, MediFit was acquired by EXOS, and Shvonne led the service management strategy through the acquisition.
“The organization nearly doubled in size,” Shvonne said. “We had to learn to be more efficient, and quickly. We needed more automation. We needed specific SLAs since people couldn’t walk up to our desks anymore.”
At the time of the acquisition, EXOS had a decision to make. They had used Zendesk up to that point, but Shvonne and MediFit were rolling with Samanage.
“I had to show them that Samanage was so much more than just a support tool,” Shvonne explained. “We had our contracts and inventory in Samanage. It wasn’t just tickets.”
She was able to convince her new team to go with Samanage, and EXOS began to see the vision of expanding service management beyond simple IT ticketing. During the transition, EXOS was able to migrate all of its tickets from Zendesk into Samanage, and it was time to start building an organizational strategy for employee services.
IT Leads the Way for Employee Services
EXOS saw an opportunity to start streamlining services for other departments in the organization. They added tech ops, operations, facilities, and procurement teams into Samanage to help give EXOS employees one place to go for support.
For the new service providers, the ability to build custom workflows, automate processes and approvals, and set SLAs were all new advantages, but Shvonne needed to take the lead to set them up.
“The biggest thing is helping them envision the workflow they want to see,” Shvonne said. “Maybe they want someone to send a request through email, but now they have to understand how the queue works, who gets notified, and how to leverage groups and roles.”
She said that she would give a one hour crash course on Samanage to new departments and stakeholders. She helped them create the workflows and service catalog items as they communicated service needs. They also created a test user to see the experience unfold from the employee’s perspective.
“We would go over the incidents viewed, the service catalog, and solutions (knowledge base). Those main three things are what they’d potentially use the most,” Shvonne said. “I let them know to come to me with any questions, and almost nobody ever has questions. Everyone is self-sustaining for the most part because Samanage is simple to use.”
With so many teams and stakeholders involved in service delivery through Samanage, Shvonne created automated routing rules to help clean up ticket queues. Without them, every ticket would come through the general queue on her team.
“We have an automation that’s a mile long, with every possible code so that it knows what group it gets assigned to,” Shvonne explained. “It’s great because it skips my team’s queue, saving us at least 20 to 30 tickets a day.”
Those automations also help speed up resolution times for departments outside of IT, assigning everything to the right team from the beginning.
On the Horizon: Integrations to Streamline Tools
Now that the organization is getting more and more comfortable using Samanage as a service platform, Shvonne is beginning to look at new ways to consolidate technology.
One goal on the immediate horizon is bringing human resources into the fold with a Workday integration. EXOS is currently migrating to Workday, and Shvonne would like to create an integration that feeds onboarding and offboarding information directly into Samanage to help her team streamline the process.
Right now, Shvonne’s team receives notifications for new hires, the sites they work, and the tools they need, but the process is still somewhat manual. A Workday integration will help automate some of those time consuming tasks that come with setting up a new employee or removing a departing employee from the system.
“It will free up so much time for one of my guys,” Shvonne said. “He’s manually logging into active directory, disabling accounts, and checking a number of boxes off a list when we have a personnel change.”
To read more about how Shvonne originally set up Samanage for IT asset and contract management, an extensive knowledge base, and IT services, read the MediFit case study.