Clarity Educational Community Optimizing Your CA PPM Support Team Presented By: Ken Armstrong & Wes McCoubrie

2 Educational Community Agenda Components of Support Company Support Profile – Survey Sample Org Charts Open Mic – Common Support Gaps Reducing Support Demand Keys to Successful Support APPENDIX: Common Support Gaps We See

3 Educational Community Introduction Information presented is based on experiences BUT, there is no cookie cutter approach; every company is different Volume, demand, number of users, company culture and structure, and PPM maturity all play a part in what works for you Understanding all aspects of CA PPM support, and implementing the proper support model is crucial to ensure that your CA PPM data is GOOD data

4 Educational Community Components of Support – Functions Management – Overall Application and Process Leadership, Strategy, and Evangelism Technical Architecture & Development – Portlets, Reports, Processes, Configuration, Universes – Typically very strong CA PPM knowledge Technical Infrastructure – Infrastructure HW/SW Upgrades and Maintenance – Database and Application Monitoring and Health, including performance monitoring & log review – May not have as much CA PPM knowledge as technical architects Functional – Level 2 – Functional Architecture, Design & Expertise – Business Analysis – Requirements – Testing – Deployments, Enhancements and projects – Defect Investigation – Typically very strong CA PPM knowledge Functional – Level 1 – User Questions – Data Administration – OBS, Lookups, New Projects/Resources – Security Setup and Maintenance – Job and Processes Monitoring Project / Release Management – Upgrades, Releases SMEs & Trainers – Mentoring, Training Program

5 Educational Community Core Application Team – CA PPM Functional & Technical expertise – Configuration / Development – Project Management – Solution Architecture – Nuts and Bolts Application Owner – Works with Leadership to Define and Update Roadmap – Resolves Conflicts and Owns Priority – Ensures solutions are in best interest of the Organization – Communicates and champions change Operating / Steering Committee – Steer Priority and Sequencing of Enhancements and New Functionality – Provide Context and Justification for Local Requests – Communication with Local Groups – Approval of Release Content Components of Support – Governing Bodies

6 Educational Community Staffing Survey How Many Here are Happy with Current Support and Staffing? We Want to Ask To Help in Future Surveys – How Many Support Resources Do You Have? – Under 200 Users – Users – Users – ,000 Users – Over 10,000 Users

7 Educational Community Model From Previous Surveys Users: Basic System Support Tech Funct SME Tech Funct SME Tech Funct SME 1- 2 Tech Funct SME Tech Funct SME ADD Time and Project / Resource Tracking 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME ADD Project Mgmt: Scheduling (OWB/MSP), Issues/Risks/Status 0 Tech 0 Funct SME 0 Tech 0 Funct SME 0 Tech Funct SME 0 Tech Funct SME 0 Tech Funct SME ADD Resource Mgmt 0 Tech 0 Funct SME 0 Tech 0 Funct SME 0 Tech Funct SME 0 Tech Funct SME 0 Tech Funct SME Add Financial Mgmt: Cost Plans, Rates, Transactions Tech 0 Funct 0 SME Tech 0 Funct 0 SME Tech 0 Funct 0 SME Tech 0 Funct 0 SME Tech 0 Funct 0 SME ADD Demand and Portfolio Mgmt 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct 0 SME 0 Tech 0 Funct SME 0 Tech 0 Funct SME High End Totals:2.25 FTE4 FTE6.75 FTE12.5 FTE21 FTE Excludes major project work like upgrades or major functionality deployments Excludes some amount of consulting for architecture and project BA/Developer resources Figures will vary based on organization maturity and structure for monitoring and controlling with the organization

8 Educational Community 2014 RegoU Survey Results Average Number of Users: 2,451 Direct Support Staff : 5.47 Indirect Staff : 6.54 Desired Additional Staff : 4.74 Desired Total: What this says – Don’t underestimate your support needs!! To some, it may ALSO say, “Ken, you are crazy! They would never give me that headcount!”

9 Educational Community CA PPM Department Example Support Model – Centralized FunctionalTechnicalTraining Mgmt & Strategy Advantages More efficient collaboration Cross training, multiple skills “One vision” Disadvantages Too many hats Competing priorities Issue/Problem response time may suffer

10 Educational Community CA PPM Example Support Model – Distributed Advantages Focused expertise Focused priorities Faster issue/problem response time Disadvantages Limited collaboration Incorrect communication to user may occur Cross training my be challenging Project Management Office Enterprise Technical Development Enterprise IT Production Support IT or Portfolio Management Strategy

11 Educational Community Open Mic What Support Challenges Do You Have? Suggestions from the Group…

12 Educational Community Reducing Support Demand Provide Self-Service Alternatives – Project requests – Resource requests Enhance and Re-Focus Training – Promote CAPA – “Lunch & Lean” sessions on the week’s most common request Automate Recurring Activities – Resource provisioning – Log maintenance – Time period maintenance

13 Educational Community Keys to Successful Support Short Cycle Time – Let the users drive functionality quickly If users believe their enhancements, defects, etc. take too long or do not meet their needs, they will look elsewhere to get their data or implement their process SMEs are a Critical Role – Having users constantly mentored and trained is very important; the organization constantly changes and people need a refresher Have a Vision and Stay Current – Identify targeted functionality or reporting each year Always have a goal or vision for where you want the adoption of CA PPM to be next year Part of this is also staying current with CA PPM; do not let the environment get too far behind in releases Staff a Solid Team – People are always the most important element A few good people can keep you moving forward even on a shoestring (Big Bank Example of Support Shift) Outsource if you need to

14 Educational Community Questions Phone Website We hope that you found this session informative and worthwhile. Our primary goal was to increase your understanding of the topic and CA PPM in general. There were many concepts covered during the session, if you would like to contact any presenter with questions, please reach out to us. Thank you for attending regoUniversity 2015!

15 Educational Community APPENDIX 15

16 Educational Community Typical Support Gaps – Roles Hosting & Database Administration (On Premise) – Performance monitoring – Support for upgrades and patches Training & Mentoring – Onboarding support for new RMs/PMs – Formal mentoring to share and collect real-world best practices – CA PPM Architecture – Roadmap creation and guidance – Portlet and report optimization – Best practice configuration guidance, FM and RM in particular – Managing process changes vs. tool changes Change Management

17 Educational Community Support Gaps – Turnover How many have had support staff leave? How were they replaced? – Hire a CA PPM expert – Hire and train – Outsourced to a firm How do you retain staff? – Role rotations – Empowerment – Advancement path How do you mitigate the impact of turnover? – Cross-training – Formal back-up assignments – Strong documentation

18 Educational Community Support Gaps – Request Process Incidents User Request / Defects Unplanned Work Enhancements Projects Planned Work Prioritization Triage Level 2 (BA, Portlets, Studio) Level 1 Level 3 (Queries, Scripts, Reports) Enhancement / Project Escalation

19 Educational Community Support Gaps – Internal Management In what tool is demand collected, prioritized, assigned, and managed through delivery? – CA PPM – Help Desk – / Excel Who owns triage and prioritization? – Specified Level 1 Resource – Team Manager – PMO How do you balance the book of work to ensure enhancement do not take too long to implement, causing users to lose patience and confidence? How is progress communicated back to the requestors? – Reports, Portlets –

20 Educational Community Support Gaps – Internal Management Example: Custom object in CA PPM can be used to effectively manage Level 2, Level 3 requests Enabled with auto-generated s and background process that support task creation / time tracking

21 Educational Community 21 Support Gaps – Internal Management, cont.

22 Educational Community 22 Support Gaps – Internal Management, cont.

23 Educational Community 23 Support Gaps – Internal Management, cont.

24 Educational Community Support Gaps – Reporting Effectively categorize requests with the right level of detail (e.g., schedule management vs. project) Perform trend analysis by submission time and request category to effectively allocate team members and pinpoint areas requiring re-training or self-service opportunities Track response times and manage SLAs Over time, do you see support increasing or decreasing?

25 Educational Community Questions Phone Website We hope that you found this session informative and worthwhile. Our primary goal was to increase your understanding of the topic and CA PPM in general. There were many concepts covered during the session, if you would like to contact any presenter with questions, please reach out to us. Thank you for attending regoUniversity 2015!