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World 16

AGILE MANAGEMENT

Case Study: Using Process Automation in


CA Service Catalog to Deliver Services Faster
Jose Gonzlez Guilloty - Sr. Software Developer - Evertec, Inc.

AMX121S
For Informational Purposes Only
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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

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Abstract

Jose In this case study, Evertec will present how the combination of
CA Service Catalog, CA Process Automation and CA Service Desk
Gonzlez Manager enables administrators to easily and quickly deploy
Guilloty new services in the Service Catalog that integrate with the
Service Desk. Find out how 98 percent of these new services are
Evertec, Inc. delivered and managed with configuration parametersand
Sr. Software Developer without involving a Process Automation developer. Hear about
how Evertec is able to achieve fast services deployment while
reducing development costs and increasing customer
satisfaction.

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Agenda

1 EVERTEC

2 CA SERVICE DESK MANAGER \ CA SERVICE CATALOG

3 WORKFLOW REQUIREMENTS

4 TYPE OF WORKFLOWS

5 ROLE RESPONSIBILITIES

6 ADVANTAGES

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EVERTEC, Inc. (NYSE: EVTC) is a leading full-service transaction processing business
in Latin America, providing a broad range of merchant acquiring, payment
processing and business solutions services. The Company manages a system of
electronic payment networks that process more than 2.1 billion transactions
annually, and offers a comprehensive suite of services for core bank processing,
cash processing and technology outsourcing. In addition, EVERTEC owns and
operates the ATH network, one of the leading personal identification number
(PIN) debit networks in Latin America. Based in Puerto Rico, the Company
operates in 19 Latin American countries and serves a diversified customer base of
leading financial institutions, merchants, corporations and government agencies
with mission-critical technology solutions.

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CA Service Desk Manager (CA SDM) \ CA Service Catalog

2008
CA SDM 11.2 \ CA Service Catalog 11.2
CA Workflow 40 Workflows

2013
CA SDM 12.7 \ CA Service Catalog 12.7
CA Workflow 200 Workflows

2016
CA SDM 14.1 \ CA Service Catalog 14.1
CA Process Automation 20 Workflows
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Workflow Requirements

Service Catalog always as the end user front-end


Service Desk analysts fulfill catalog requests
Everything selected by the user on the Service Catalog is
available on the Service Desk
Request general information
Form fields
Attachments

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Type of Workflows

Dynamic Approval workflow


Sequential Approval
Executive Approval
Default Approval
Auto Approval
Approval made on field selection
Option drop-down
User selection

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Type of Workflows

Dynamic Fulfillment workflow


Create ticket in Service Desk (Request \ Incident \ Change Order)
Update fields in Service Desk with Service Catalog Form values
Transfer Attachments from Service Catalog to Service Desk

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Type of Workflows

Administration Menu

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Type of Workflows

Approval Definition

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Type of Workflows

Fulfillment Definition

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Role Responsibilities

Administrator
Gather requirements
Build services in the Service Catalog
Basic forms
Create Category
Classic Workflow tasks
CA Process Automation workflow administration
Define approval behavior
Create fulfillment relation (CA Service Catalog CA SDM)

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Role Responsibilities

Software Developer
Build complex forms
Classic Workflow tasks
Macros
CA Process Automation workflows
Complex Workflows
Report building
Maintain systems up-to-date
Implement new features

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Advantages

98% of workflow requests are handled by Administrators


Fast services deployment
Lower development costs
Increased customer satisfaction
Less workflows to maintain
No Freeze during system upgrades

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Questions?

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Thank you.

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Agile Management

For more information on Agile Management, please visit:


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