ServicePRO Use Cases

Explore the power of ServicePRO with common workflow scenarios

 

 

  • 01 | Change Management Project Setup
  • 02 | Customer Complaint Process Workflow
  • 03 | Employee Onboarding Process
  • 04 | Purchase Request

01 | 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 the employee records and processes. The HRM system is coming to an end of 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. 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 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, whilst maintaining the required visibility and reporting requirements.

The Impact Analysis is a high-level task which involve actions like review and approval. This activity/task can be included in the work break down 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 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 fields 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 planned start and finish time line are adhered to.

02 | Customer Complaint Process Workflow

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

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 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 logged 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 Custom Object Designer.

In this example we created a patient complaint form. Patient fills out all the required details of the incident which will help the case manager to address the complaint more efficiently.

Improvements
ServicePRO is able to optimize the complaint handling process by collecting detail information from the patients and routing the request directly to the department in charge of handing the specific complaint.

The workflow is completely automated which adds immense business value by reducing costs and improving employee productivity while ensuring superior customer service.

03 | Employee Onboarding Process

Case Abstract
Magnus International is an 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. Manger of the hiring department, HR administrator, Facilities and IT department. The challenge Magnus faces is the collaboration between the 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 a number of tasks that comprise a process. Below is the example of the employee onboarding project set-up in ServicePRO.

In this process HR manager 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 stakeholders.

To construct a template, 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 instantiate the project fills out all required information for the employee coming on board

Hiring Manager which will then determine the requirements to do the proper set-up 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 recur frequently in the life of a typical service desk. For recurring projects, it is helpful to design project templates which will allow to create a group of service requests and purchase request to manage multi-task 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.

04 | 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

Solution Set-up
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 reuqest, the requester can choose product from the product catalogue. 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.