Challenge: Building a Foundation for a World Class Services Organization
CSAA began searching for an actionable service catalog designed to handle service requests and to be the foundation for larger service management initiatives. PMG was selected because of its flexibility for very rapid development of service offerings. The company then began its project and had more than a dozen services and associated business process workflows live in production within eight weeks.
Later in 2008, CSAA launched its service catalog with more than 100 service offerings and has continued to incorporate feedback and expand the catalog to 575 services. The service offerings range from ordering, updating and moving computers and phones to granting network and application access. Using PMG’s graphical workflow engine, the company can add new services as needed and automate workflows streamlining the fulfillment process.
“PMG’s service catalog is flexible and easy to use,” said Diane Burkert, CSAA Insurance Group, Director of Enterprise Deskside Services.” I wanted a service catalog that’s user friendly and PMG’s solution fit the bill.”
A goal of the company was to remove delays and improve communication during the employee onboarding process. After implementation, employee orientation became a faster, automated process using cross-departmental process workflows.
“With the PMG Service Catalog, now everyone has a single place to go to get all their service requests fulfilled in a more efficient manner,” said Shadi Ziaei, CSAA Insurance Group IT Service Center Manager.
Leveraging PMG’s extensive library of connectors, the CSAA service catalog integrates directly with ServiceNow for asset management and back-end fulfillment, complete with automated assignment of requests. Now the company can better operate in a service management model, complete with the ability to incorporate service level agreements (SLAs), track time, and charge for services.