Customer suCCess story

Manpower reduces costs by 15 percent with intelligent IT support services

Customer proFile industry: Business services Company: Manpower revenue: $16 billion (2009) employees: 28,000

Business Manpower provides innovative workforce solutions for 400,000 clients in 82 countries. Its services include permanent, temporary and contract recruitment, employee assessment and selection, training and consulting.

Challenge To safeguard productivity, Manpower must respond quickly to IT problems reported by employees. However, the companys homegrown service desk tool lacked the functionality needed to achieve this goal.

solution CA Service Desk Manager provides Manpower with an ITIL-aligned service management platform for tracking around 25,000 incidents a month. The solution provides metrics for problem analysis, which has reduced IT downtime.

BeneFit IT support is more efficient and cost-effective, which has enabled Manpower to reduce IT support costs by 15 percent. End user satisfaction has also increased along with staff productivity.

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Manpower

Business
employment solutions for the changing workplace Manpower provides innovative workforce solutions to more than 400,000 clients across the globe. These services include permanent, temporary and contract recruitment, employee assessment and selection, training, outplacement, outsourcing and consulting. Founded in 1948, the company has 4,000 offices in 82 countries and territories and has five core brands: Manpower, Manpower Professional, Elan, Jefferson Wells and Right Management. In total, Manpower placed three million people in permanent, temporary or contract positions in 2009. Manpower is focused on helping its clients win in the changing world of work and raising productivity through improved quality, efficiency and cost-reduction across their total workforce.

Challenge
improving staff productivity through rapid resolution of it problems As a workforce solutions provider Manpower understands the productivity and financial losses that can be caused by IT downtime.

Many incidents were being dealt with directly, which in some cases triples the costs of each call.
Jennifer mattoon-anderson Director of Client Support, Manpower

Mario Cortez, Manager of Service Desk and Client Contact Center at Manpower, comments, The key focus of our IT support organization is to ensure that when an end user experiences an IT problem, they are back up and running again as quickly as possible as every minute lost could severely impact business operations. Manpowers IT division supports more than 65,000 team members, including staff and associates out on assignment throughout the USA, Canada and Puerto Rico, and across multiple platforms.

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The divisions ability to provide a rapid response to these users was constrained by its service level management tools, which were based on a homegrown platform with limited functionality and performance. Jennifer Mattoon-Anderson, Director of Client Support at Manpower, comments, We were only able to log half the calls that were received, with many incidents and problems being dealt with directly by network, development or server management teams, which in some cases triples the cost of each call. Without adequate information about the incidents, Manpower was unable to conduct trend analysis, which meant each problem could only be dealt with reactively on a case-by-case basis and often persisted. As well as insufficient information and tracking, the lack of standardized support processes meant that end users frequently had to call the service desk to find out the status of a ticket they had logged previously.

Solution
responsive and intelligent support services The first step for Manpower was to establish best-practice ITIL support processes; it also needed a more comprehensive service management solution to underpin its new approach. The solution had to support ITIL, be able to cope with large incident volumes and be easy for analysts to use, comments Cortez. As we gathered requirements, we also realized we needed a solution that supported multiple languages. CA Service Desk Manager met all these requirements, and following the successful deployment of CA Clarity Project & Portfolio Management a few years ago, we were happy to work with CA Technologies again. The CA Technologies solution was implemented in August 2007 with help from CA Technologies Services. CA Technologies Education also provided training on the solution, which was arranged according to each individuals job role to allow that person to learn the appropriate capabilities of the solution. Manpower also used CA Technologies Support Services to help resolve any growing pains. Mattoon-Anderson comments, CA Technologies Support Services have provided proactive and response support whenever we have needed it, and they have offered practical advice to enhance our understanding of the solution. CA Service Desk Manager is used in two different divisions within Manpower the IT support team and the Manpower Service Center. The IT team supports 6,500 users and manages around 9,000 incidents a month, while the Manpower Service Center deals with 15,000 to 20,000 incidents a month from Manpower associates on assignments with clients.

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Via the CA Technologies solution, Manpower can identify trends and recurring problems across these incidents so they can be addressed at the root cause. Mattoon-Anderson comments, The metrics provided by CA Service Desk Manager have enabled us to adopt proactive problem management, which has significantly reduced call volumes. CA Service Desk Manager is integrated with Manpowers HCM (Human Capital Management) solution, so when new staff start, information about their role and systems access rights are automatically transferred to the CA solution, enabling service desk staff to provide appropriate support. We are currently merging operations with a newly acquired company. The integration between CA Service Desk Manager and our HCM tool will enable us to provide high-quality support services to staff within the acquired organization faster, comments Mattoon-Anderson.

15
Benefit

percent lower IT support costs

Delivering more for less At least 95 percent of incidents are now dealt with via Manpowers service desk, which means technical teams no longer have to deal with calls from end users, freeing them up to focus on core management activities. CA Service Desk Manager has enabled us to transform our IT support operation, comments Cortez. The CA Technologies solution provides our support staff with all the information they need, enabling

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them to provide a faster and better-informed response to users. This significantly reduces downtime so our staff can focus more on their jobs and less on IT. As processes were refined using ITIL standards with the CA Technologies solution, the number of contacts each technician can handle increased. From 2006 to 2007, efficiency increased by 23 percent; further improvement allowed Manpower technicians to handle 40 percent more contacts from 2005 to 2010. In addition to enhancing staff productivity, Manpowers proactive and centralized approach to IT support has enabled it to: Reduce the number of support analysts per contact Allow more efficient handling of incidents Reduce IT support costs by 15 percent Increase end user satisfaction from 3.78 to 4.4 out of 5. Increase the number of contacts a technician can handle. Tracking from 20062007, efficiency increased by 23 percent. Further measurements allowed Manpower technicians to handle 40 percent more contacts from 2005 to 2010 as processes were refined using ITIL standards with the CA Technologies toolset. High quality IT support is crucial to the smooth operations of the business. Using CA Service Desk Manager, we can achieve this at minimal cost, comments Mattoon-Anderson.

High-quality IT support is crucial to the smooth operations of the business.

Jennifer mattoon-anderson Director of Client Support, Manpower

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