IT Takes the Lead in Employee Service Delivery

Service Management Through an Acquisition

Shvonne Craig, Director of IT Services at EXOS, implemented Samanage at MediFit in 2011. Sincethen, MediFit was acquired by EXOS, and Shvonne led the service management strategy through theacquisition.

At the time of the acquisition, EXOS had a decision to make. They had used Zendesk upto that point, but Shvonne and MediFit were rolling with Samanage.

“I had to show them that Samanage was so much more than just a supporttool,” Shvonne explained. “We had our contracts and inventory in Samanage. It wasn’t justtickets.”

She was able to convince her new team to go with Samanage, and EXOS began to see thevision of expanding service management beyond simple IT ticketing. During the transition, EXOS was able tomigrate all of its tickets from Zendesk into Samanage, and it was time to start building an organizationalstrategy for employee services.

IT Leads the Way for Employee Services

EXOS saw an opportunity to start streamlining services for other departments in theorganization. They added tech ops, operations, facilities, and procurement teams into Samanage to help give EXOSemployees one place to go for support.

For the new service providers, the ability to build custom workflows, automateprocesses and approvals, and set SLAs were all new advantages, but Shvonne needed to take the lead to set themup.

“The biggest thing is helping them envision the workflow they want tosee,” Shvonne said. “Maybe they want someone to send a request through email, but now they have tounderstand how the queue works, who gets notified, and how to leverage groups and roles.”

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 comethrough the general queue on her team.

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 aservice 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 aWorkday integration. EXOS is currentlymigrating to Workday, and Shvonne would like to create an integration that feeds onboarding and offboardinginformation directly into Samanage to help her team streamline the process.

Right now, Shvonne’s team receives notifications for new hires, the sites theywork, and the tools they need, but the process is still somewhat manual. A Workday integration will helpautomate some of those time consuming tasks that come with setting up a new employee or removing a departingemployee 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 offa list when we have a personnel change.”