The Impact of Bundled Service Items

1. The Impact of Bundled Service Items Matt Howe Kinetic Data

2. About me • Started with Kinetic Data in 2004 • “Sabbatical” started in 2007, returned in 2011 • Consultant with Professional Services

3. Bundle Definition • Simply a grouping/linking of service items in some fashion • NOT related to “themeing”/branding term Bundles you may have heard about in other sessions

4. Session Intent • Expose you to concepts and ideas for using Kinetic Request to manage complex processes and business needs • Explain general concepts used when bundling service items • Identify some steps in implementing a bundled service item

5. Types of Bundles • Scope • Linking • Embedding • Grouped

6. Linking • Chaining service items together • Works well for processes that require phased approvals • Gather appropriate information at the right stage of the process • Don’t waste someone’s time • Works for processes which involve multiple stops each requiring separate information, often by separate set of users • Each stop might not even know the larger process

7. Linking example: Work from home • Original method • Handled ad-hoc with no consistency • No documentation • No follow-up activities • No statistics

8. Linking example: Work from home • New method – three service items • Request authorization • Request equipment / provide other requirements • Schedule performance evaluation Processes that rely on manual steps – especially when spread across lengthy intervals – often fail.

9. Linking example: Work from home • Process • User submits authorization service item

10. Linking example: Work from home • Upon authorization approval, trigger user request for additional details, policy signoff/stipulations, etc.

11. Linking example: Work from home • Service Item 2: Secure equipment, configure details, policy signoff, install equipment

12. Linking example: Work from home • Tasks: Secure equipment, configure details, install equipment, schedule evaluation surveys

13. Linking example: Work from home • Complete recurring evaluation surveys • Different/additional questions as length of time progresses

14. Linking example: Work from home

15. Linking example: Performance evaluation • Current method • MSWord template is sent to evaluators • Save locally • Update • Return to sender (no replies - forward and re-attach…) • Manually compile/extract/rekey responses into meaningful “report”

16. Linking example: Performance evaluation • New method – two service items • Identify evaluators / review results • Evaluation form Listen to complaints – how can processes be re-envisioned? HUGE WINS!

19. Linking Review • Works well for processes that require phased approvals • Works for processes which involve multiple stops each requiring separate information, often by separate set of users • Questions

20. Embedding • One (or more) service items are initiated as part of another service item • Works for multi-step, complex processes • Each part could stand alone • All parts have something in common • Embedding items will result in a better user experience • Results in faster delivery of the entire process

21. Embedded: On-boarding • Original method (no process) • Complex • Chaotic • Inconsistent • Multiple initiation points and people • Unmanaged dependencies

22. Embedded: On-boarding • Original method (defined process) • Complex, confusing form • Too much data to manage • Lengthy processes/management by security fulfillment teams • In Kinetic: Big task tree

23. Embedded: On-boarding

25. Embedded: On-boarding • New method • One service item “contains” the overall process • Include the basic and common information • Many nested – embedded – service items deliver the results • Each service item includes unique data

31. Embedded: On-boarding • Main concepts • Container – or Parent – service item • Contains details applicable to the overall process • Contains common elements applicable to every child • Child service items • Unique details of each request • Child items are not displayed on the main portal

32. Embedded: On-boarding • Main concepts • Parent/child relationship uses “Originating ID” • Same principle of how approval records are linked to the original submission • Child service items are actually completed by the parent from within its task tree • Allows child service items to be edited until you submit the parent

33. Embedded: On-boarding • Parent record • Page 1 – General info and functionality to display child service items • Simple Data Request and a JSP partial

34. Types of service items Service items

35. Embedded: On-boarding • Parent Service Item • Page 2 – Container to hold each Child service item within an iFrame • Simple Data Request and a JSP partial • Determines if the children are “New” or “In Process” • New – Related Child Service Item instance does not yet exist • In Process – Show existing Child Service Item instance

36. Child service item name Service item content in iFrame

37. Embedded: On-boarding • Child Service Item • Simple or complex • Will have at least two content pages • Users will never see a true confirmation page • Retrieves the common elements from the parent • Has its own task tree • Completion triggered by the parent’s task tree

40. Last content page of the Child service item

41. Embedded: On-boarding • User experience • One Service Item on the portal • Expanding descriptions • jQuery functionality • Save and close • Visual cues • In Progress table on portal provides status of each item

46. Embedded: On-boarding • Maintenance • Create a template of a Child Service Item • Clone the template • Change/add unique content • Change task tree

47. Embedding Review • One (or more) service items are initiated as part of another service item • Works for multi-step, complex processes • Questions

48. Grouping • One or more service items correlated only because of who completed them or when they were requested • Works when you need to group unrelated items together for a business reason, not for fulfillment • Each part could stand alone • Service items’ functionality is not necessarily related

49. Grouping: Services Cart • Original method • Is there one?

50. Grouping: Services Cart • New method • Service Items are started, but not completed • Similar to embedded Child Service Items • Visually display cart contents on portal • A checkout service item