Tammy Jo Martinez is the Director of Customer Support at the University of New Mexico Information Technologies department. She led an effort to redesign UNM IT's Cherwell self-service portal to be more customer-centric and improve the customer experience. The previous portal required an in-depth understanding of IT processes and did not focus on delivering value to customers. Martinez consulted with an implementation partner and held focus groups with customers. The redesigned portal focuses on communicating services simply and facilitating outcomes for customers without requiring them to understand internal IT processes. It has led to increased customer satisfaction. Martinez's presentation covered the objectives, redesign process, outcomes and opportunities to further improve the portal through collaboration and metrics.

1. Tammy Jo Martinez
University of New Mexico
Tammy Jo (TJ) Martinez is the current Director
of Customer Support at the University of New
Mexico Information Technologies and focuses
her efforts on showing the value of the Service
Desk as the face of IT. TJ serves as the UNM IT
Agreements Committee Executive Sponsor and
has led UNM IT to move from handshake
agreements to formal service level
agreements. The group has created several
campus wide SLAs. TJ also directs the
Workstation Management team at UNM IT and
has successfully stood up a Managed
Workstation program fee for service. TJ has
presented at New Mexico Technology in
Education (NMTIE), Educause, HDI Rio Grande
Chapter and HEF Forums.
“Expect More from Your Cherwell Self-Service Portal”

2. Expect More from Your
Cherwell Self-Service
Portal
Cherwell Global Conference
Session: #601
Speaker: Tammy Jo Martinez
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3. Agenda
• Background
• Opportunities
• What we did
• Outcomes
• What’s next
• Collaboration
• Q&A
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4. A little about myself…
• Director, Customer Support Services, Information Technologies
• UNM – Customer Advisory Board since 2011
• Cherwell Global Conference 2013 – Participant
• Attended a Session facilitated by Steven Waxler
• Avante Solutions | Cherwell Implementation Partner, Professional
Services Firm with Expertise in Service Management
• Blueprint California State University, Fresno
• We invited Avante to join us as a consultative body as we worked
through the re-implementation of our ITIL processes and
Cherwell system!
• We benefited from the Cherwell Community!
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5. About UNM – Go Lobos!
• The University of New Mexico (UNM)
• Health Science Center
• Academic – medical professions
• Clinical practice
• Albuquerque, New Mexico, United States
• Public Research University
• State's Flagship Research Institution
• Largest Post-Secondary Institution in the State in total
enrollment, across all campuses, as of 2012
• One of the State's Largest Employers
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6. Who are you?
Activity
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7. Who are you?
• Pick someone near you.
• Introduce yourself to them if you need to.
• Ask them how they prefer to be introduced.
• Listen for about 1 minute.
• Take turns.
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8. UNM | IT
• Statistics
• IT Consumers
• Students = 34,000
• Faculty = 4,000
• IT Staff
• Employees = 10,000
• Help Desk = 7 FTE, 30+ Students
• Purchased Cherwell System in 2010
• Joint Purchase with The University of New Mexico Hospital
• Recognized two times with the Pinion Award through Quality
New Mexico
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9. Opportunities
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Provide
value
Increased
Demand on
IT to Deliver
Reduced
Resources
Improve
Quality

10. Why did we do this?
• Communication is the big idea.
• Communicating on behalf of others is a really big idea.
• CIO not a huge fan of current portal
• Neither were the customers
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11. Focus Group
• What do you like or don’t like about the current Help.UNM
self-service portal?
• Have you used the list of common requests?
• How clear are the instructions for submitting a new service
request? Didn’t like the search
• How easy is it to find what service you need to request?
• How do you navigate within Help.UNM? Do you use the drop
down menus or do you use the Search box to look for the
service you wish to request?
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12. Results from Focus Group
• “Slap in the Face”
• Really need to know IT to “use” the Self Service Portal…
• Results…
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13. UNM IT had 2 big problems :
• The Self-Service Portal did not focus on Value Delivered to
the Customer.
• The Self-Service Portal required Customers to understand IT’s
Ownership, Processes and Risks!
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17. Customer can’t tell us
what they know.
• Break/Fix
• New
• Modify
• Disable

18. Objectives for this course
• Contribute to improving the use of Cherwell across UNM
Objectives

19. Objectives:
• Refresh Customer Service Values
• Introduce ITIL Concepts
• Connect ITIL with UNM IT Goals
• Consulted with Avante to re-implement Cherwell and to
redesign our Self-Service Portal
• California State University, Fresno Blueprint
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20. Customer Service

21. Services & Processes
with Management Tools

22. What is a service?
• ITIL’s definition: “A service is a means of delivering value by
facilitating outcomes without having to own the process or
the risks.”
• Let’s put this another way.
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23. A service is a means of:
• Delivering value
• Facilitating outcomes
without owning
• The process
• The risks.
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24. Improve how Cherwell is used in IT

25. UNM core values in play:
• Access with support to succeed
• Supporting UNM users and IT staff with access to
communications and task management tools
• Respectful Relationships
• Between UNM IT and users, and between IT departments who
depend on each other for information and task fulfillment
• Integrity
• Upholding OLA/SLA promises, deploying IT resources effectively,
and maintaining service quality to users
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26. Blueprint
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27. Self-Service Portal
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29. Live Demo
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30. Outcomes
Satisfaction
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As I showed the new portal to my boss, I
noticed he was smiling ear to ear and
trying to contain his excitement.

31. What’s in It for Customers?
• Access support anytime
• Better understanding of IT service & support
• Increased availability of solutions to known errors
• The ability to collaborate with other customers
• Ability to influence service quality
• Zappos experience
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32. What’s in it for IT and the
Service Desk?
• Makes it easy for customers to do business with you
• Publish services and set accurate expectations
• Collaborate with customers as “support partners”
• Make it convenient for customers to submit service requests
• Facilitate Problem Management: inform customers so as to
avoid problems
• Reduce cost, increase customer satisfaction
• Operate Like a Business: Market your value!
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33. What’s in it for you?
• Better contact with your customers
• Better interaction between IT teams
• Easier flow of IT services
• Focus on continuous service improvement
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34. Take it to the Next Level with Your Self
Service Portal!
• Be More Customer and Business Centric
• Lower Costs
• Raise Productivity
• Be Proactive
• Show value
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35. What’s Next
Publish metrics
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36. Collaboration
• Session Description: Learn how sharing includes customer
collaboration, shared blue prints, and the app store. Learn
how to collaborate on designs and coordinate changes to
leverage the benefits of the Cherwell community.
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37. Thank you for
attending this session!
Please fill out an evaluation form.
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