CLIENT CASE STUDY - MANPOWER 1 How Maximum Availability Transforms Our Business Tina Mikula, Global Technology Services Analyst Peggy Steinbrecher, Global Service Delivery Analyst Manpower xMatters (alarmpoint) client training forum October 5 – 6, 2010, Manhattan
2 Manpower eliminates 80 hours of downtime
WHO IS MANPOWER 3 Manpower is the one of the world’s largest providers of temporary employees • Placing over 2 million people in various industries across the globe for 400,000 clients per year Manpower has a global network of over 30,000 staff members in 4,000 offices in 82 countries and territories Based in Milwaukee, WI Most critical business process: • Batch payroll jobs • Application and asset monitoring
PREVIOUS SYSTEM 4 Homegrown system: • Previous system was too manual • Could take 20 minutes for support team to respond
ISSUES WITH PREVIOUS SYSTEM 5 Downtime was a huge problem: • Experienced 293.34 hours of downtime in the year before xMatters deployment: • Manpower’s reputation with client was on the line Required a notification solution that could integrate with multiple systems: • With four different technologies running in our environment, we required a solution that could seamlessly communicate with all of them
6 • Our environment was a patchwork of home-grown solutions that did not work with each other Evaluate Current • We needed an automated solution for critical batch payroll jobs to streamline the process and keep the possibility of human error to a Determine minimum Need • By utilizing xMatters, we have been able to combine four different notification engines into one simple tool Implement • We plan to expand the number of notification engines feeding xMatters so that no matter where the notification originates, all notifications sent will have the same look and feel – making things Expand straightforward for the end user
WHY XMATTERS 7 • Ability to integrate Currently have four different tools feeding notifications • Alert teams prior to service impact Alerts needed to be answered before batch jobs were impacted Minimize downtime • Self service Users manage their own schedules and shifts Easy customization for unique teams and situations
HOW WE DID IT 8 We used our existing on-call list as a starting point to build groups and teams Because our current job scheduler used 3-letter codes to identify and associate alerts with the correct on-call group, we simply adopted that architecture for all integrations.
WHAT HAVE WE LEARNED: IT HAS TO BE MONITORED TO BE MANAGED 9 The project team did the initial configuration of groups and users, and then had the teams themselves manage the information from there. We created a self-service help document that would show end users how to do things relevant to them: On-Call Notifications and Replies ~ 3 Mercury and OGC ~ 5 • This is Control-M ~ 6 • continually Alternate reply method – Logging In ~ 7 • updated and Schedules ~ 8 made Adding Users to Your Schedule ~ 11 • available to all Escalation Order ~ 13 • end users via Rotation Schedule ~ 14 • Replacements ~ 15 knowledge • Adding Devices ~ 18 portal Who’s on Duty? ~ 23 Subscriptions ~ 25 Sending Messages ~ 28 Adding Users ~ 30 Definitions and Descriptions ~ 32 Configuring Mobile Devices ~ 36
HOW WE DO IT 10 Example from our self written training materials:
TRAINING 11 We held training for all support team managers and members Example from our self written training materials:
CURRENT PROCESS 12 Targeted notifications: • IT staff only receives alerts that are relevant to them Automation: • xMatters will catch issues prior to business impact and start working to resolve the issue Seamless integration: • Several applications are able to communicate effectively Minimized downtime: • Batch payroll jobs run on-time, ensuring employees are paid around the world
RESULTS 13 Before xMatters After xMatters Time to notify staff of event 15-20 Minutes 3 Minutes Time from alert to accepting 20-30 Minutes 10-20 Minutes ticket Global applications availability 99.41% 99.72% Hours of downtime per year 293.34 Hours 213.35 Hours Our average response time from support has decreased by 85% Our Global application availability has increased by 31% and 80 hours
PAIN POINTS 14 • Home telephone • Privacy concerns prompted a change in the types of phones that were listed in a user’s devices • Generic accounts • Due to security concerns, we wanted to restrict the number of generic accounts able to log on to the system, but we still needed the ability to have a generic user to notify • SMS text • No SMS solution leads to problems notifying users who can only get a text message • We have no standard for mobile devices for offshore contractors. As a result, message delivery to them cannot be guaranteed
FUTURE PLANS 15 What’s next? • Mobile access • We need to get the information people to need to the people that need it as quickly as possible. Use the technologies available to us to get that done. • Use more monitoring tools • We need to better utilize our already existing tools and get them to all work together. • Expansion to more users • We want to include our Global community so that all applications and systems get the same level of support. Our end users expect it.
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