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xMatters (alarmpoint) client training forum October 5 – 6, 2010, Manhattan

How Maximum Availability Transforms Our Business

Tina Mikula, Global Technology Services Analyst Peggy Steinbrecher, Global Service Delivery Analyst Manpower

CLIENT CASE STUDY - MANPOWER

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Manpower eliminates 80 hours of downtime

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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

WHO IS MANPOWER

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Homegrown system: • Previous system was too manual •  Could take 20 minutes for support team to respond

PREVIOUS SYSTEM

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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

ISSUES WITH PREVIOUS SYSTEM

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Evaluate Current

•  Our environment was a patchwork of home-grown solutions that did not work with each other

Determine Need

•  We needed an automated solution for critical batch payroll jobs to streamline the process and keep the possibility of human error to a minimum

Implement

•  By utilizing xMatters, we have been able to combine four different notification engines into one simple tool

Expand

•  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 straightforward for the end user

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•  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

WHY XMATTERS

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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.

HOW WE DID IT

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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 •  Control-M ~ 6 •  Alternate reply method – Logging In ~ 7

  Schedules ~ 8 •  Adding Users to Your Schedule ~ 11 •  Escalation Order ~ 13 •  Rotation Schedule ~ 14 •  Replacements ~ 15

  Adding Devices ~ 18   Who’s on Duty? ~ 23   Subscriptions ~ 25   Sending Messages ~ 28   Adding Users ~ 30   Definitions and Descriptions ~ 32   Configuring Mobile Devices ~ 36

This is continually updated and made available to all end users via knowledge portal

WHAT HAVE WE LEARNED: IT HAS TO BE MONITORED TO BE MANAGED

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Example from our self written training materials:

HOW WE DO IT

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Example from our self written training materials: We held training for all support team managers and members

TRAINING

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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

CURRENT PROCESS

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Before xMatters After xMatters Time to notify staff of event 15-20 Minutes 3 Minutes Time from alert to accepting ticket

20-30 Minutes 10-20 Minutes

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

RESULTS

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• 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

PAIN POINTS

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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.

FUTURE PLANS

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