3. 2
Current State – Branch Applications
ConsultWorks contains over 40 service related applications used for client
servicing within the Asset Admin theme. The daily routine of entry and tracking
of service requests is time consuming and manually intensive.
Business Challenges
— Transactions are easily
prone to human errors
(i.e., data validation is
performed manually)
— Applications are
segregated/silo’d
— Tasks are manually
intensive (e.g., cutting
and pasting, re-keying
of data)
— Status of outstanding
service requests are
difficult to track
Technology Challenge
— Current Workflow solution
is End-of-Life in 2009/2010
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
4. 3
Current State – Workflow
Each branch application entails its own workflow process. Service request and
fulfillment processes frequently require manual intervention and are prone to
human errors.
Service
Request
Branch
Applications
Branch or
Home Office Approval
Request
Fulfillment
Status
Notification
CSA selects the
application that is
germane to the
service request
(SR)
CSA enters the
transaction data into
the appropriate
Branch Application
Branch/H.O. staff reviews the request
for approval and approves (or rejects)
the SR depending on the results of the
review process
Upon approval, the
transaction data is
re-keyed into the
appropriate backend
system (depending
on the request, this
is performed by
either branch or
H.O. staff)
CSAs manually monitors the
SR for status updates
Most CSAs keep a paper
version of their pending SRs
CSA wants to
perform a bill
payment (Bill Pay)
request
CSA enters the Bill
Pay service request
(SR) through STAR
H.O. staff receives and Bill Pay SR and
reviews the request for approval
Upon getting H.O.
OK, H.O. staff
enters the
transaction in the
Bill Pay/EFT system
CSA has to manually query
Bill Pay/EFT system for status
updates
Service Request and Fulfillment Processes
ActivitiesExample
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
STAR
ACAT
Check Disbursement
Branch
Applications
5. 4
ServiceWorks – Vision
Reduce transaction errors (e.g., cancels, corrections, resubmits, and returns) through data enrichment and
enhanced data edits and validations
Reduce reliance on Home Office support staff and improve time and accuracy of transactions by leveraging
Straight-Through-Processing (STP) and workflow technology
Decrease training costs and learning curve by creating an intuitive user interface with navigation that is
consistent with firm standards (i.e., user interface conforms to or synergistic with Client Experience)
Reduce service request lifecycle time by automating update of backend systems
Simplify the tracking of service requests by delivering an integrated view of all transactions with real-time status
Transition the Asset Admin theme into a multi-tiered service framework to
simplify and expedite the initiation, tracking, and fulfillment of service requests
between clients, branches, and home office.
Service
Request ServiceWorks
Branch or
Home Office Approval
Request
Fulfillment
Status
Notification
CSA selects a
request from a
comprehensive
and intuitive
menu of
services
CSA inputs the SR
into ServiceWorks,
where data
enrichment and
validation is
automatically
performed
SR is auto-routed to the correct
department based on request type and
adherence to appropriate business rules
SR is reviewed for approval
Requests flagged for straight through
processing automatically routed for
fulfillment without need for manual
approval
Upon approval,
the appropriate
backend system
is automatically
updated
CSAs have an
integrated view of all
SRs and their status
on a real-time basis
Description
ServiceWorks Theme
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info
M oney Funds
Administration
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info
M oney Funds
Administration
6. 5
ServiceWorks – Vision (Continued)
Current
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
Branch
Appl
Branch
Approval
H.O.
Approval
Request
Fufill’t
Status
Notification
Future
ServiceWorks aims to integrate, automate, and streamline the branch service
request and fulfillment processes.
Service Requests
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd
Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Check Request
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT – Automated Client Account Transfer
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
Mutual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RMA Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Legend
RUMBA (Mainframe)
Web-enabled
- LOA
- Screen-prints
- FA/Client requests
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info.
M oney Funds
Administration
Branch
Approval
H.O.
Approval
Request
Fufill’t*ServiceWorks
• Disaggregated set of applications with separate
workflows
• Disparate user interfaces
• Manual data input (re-keying or cutting and pasting)
• No to minimal data validation
• Non-intuitive usage scenarios
• Service request tracking and status notification is not
automated
• Uniform user interface (synergy with Client Experience) for
service request initiation, approval, and tracking
• Integrated view of all service request and their status on a
real-time basis (STAR Replacement)
• Automated service request routing, tracking and status
notification
• Advanced data validation and adherence to business rules
• Intuitive usage scenarios
• No re-keying or cutting and pasting of data (auto-update of
backend systems)
STAR
ACAT
Bill Pay EFT
Check Deposit
Fed Fund
STAR Replacement
Journal Automation
Bill Pay EFT
ACAT
Fed Fund
Status
Notification
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info
M oney Funds
Administration
Client & Account
Information
Disbursement &
Deposits
Journal Entry
Corporate Action
Retirement
Security Info
M oney Funds
Administration
SR
Initiation
SR
Approval
SR
Tracking
Note: * Request Fulfillment involves
automation of backend system update
ServiceWorks Theme
7. 6
ServiceWorks – Phases
ServiceWorks realization is divided into two phases.
Current Phase I
Scoping & Baseline
— Conduct Cost Savings
Analysis
— Finalize Work Process
Assessment and Project
Plan
— Complete business
requirements
— Select new Workflow
platform
Phase I
— Replace STAR
— Migrate Journal
Automation
— Deliver integrated view of
all Service Requests with
real-time status
— Integrate Bill Pay/EFT
with ServiceWorks
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd Party Trf – Third Party Transfer
Check Deposit
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Generic Journal
ACAT
Dividend Adjust Cxl
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
CAI – Client Account Information
CDBA – Client Databsae
Housekeeping
DTC Instructions
EFT/Bill Pay Inquiry
Autopay
Check Request
Fed Fund
Periodic Dispursement
Stk Trf Add – Stock Transfer Add
Stk Trf Bust – Stock Transfer Bust
3rd Party Trf – Third Party Transfer
Check Inquiry - Request
Legal Transfer Inquiry
Check Deposit
Sec Over Wire – Security Over Wire
Sec Over Wire (Bust)
Legal Transfer Docs
Journal Entry
Worklist
History
Generic Journal
ACAT
Security Exceptions
Corporate Action Notification
Voluntary Instruction System
Cash Exceptions
History
Security Glossary
Product Database Inquiry
Security Information
M utual Fund Order Entry
Dividend Adjust Cxl
Cxl Trades – Cancelled Trades
Req Adjust Trade Date
Dividend Adjust
Fund Exchange
Bal Inq – Balance Inquiry
Trans Inq – Transaction Inquiry
RM A Fee Bill
Bal & Payout Info
STAR – Service Trac Action Request
Phase II
— Implement
targeted changes
to front-end of
Phase II candidate
branch
applications
— Implement auto-
update of all
targeted backend
systems
— Emphasize data
entry and approval
branch
applications; not
inquiry branch
applications
Legend
Phase I
Phase II Candidate
To Be Considered Later
Phase II
Bill Pay/EFT
Journal Automation
STAR – Service Trac Action Request
600 individual tasks
8. 7
UBS Reference Application – Journal Automation
(JA)
JA is a prime example of the overall ServiceWorks methodology. It employs the
major components of ServiceWorks – intuitive front-end, workflow technology, and
streamlined approval and tracking processes – for Journal processing.
Journal Automation
Request initiation
Real-time tracking/status
History
Request validation
Workflow
Enriches data
Routes requests
Processes
Provides metrics
Message Center
Alerts
Organizes
Approvals
Journal
Automation
Intuitive Front-end
Interface
Workflow Technology
Rules-based Routing
Workflow Management Engine
Message
Center
Approval
and
Work Center
External Systems +
Databases
GJOW, CRDB, etc.
9. 8
ServiceWorks – Benefits
Client
Experience
Risk
Management
Cost
Efficiency
Reduce labor Productivity gains and potential cost savings from
rationalization of people, processes, and systems
Improve customer service through time efficiencies Simple
and intuitive user interface
Minimize errors Improve accuracy of client data by leveraging
existing sources of data (for data enrichment, validations/edits,
rules evaluation/calculations, etc.)
Institute automated control Extract business knowledge from
branch staff and codify them into business rules that can be applied
across all branch and home office processes
Validate success metrics Enable establishment of targeted
metrics for measurement and improvement of branch office
administrative processes
Increase client satisfaction Raise internal and external client
satisfaction levels
10. 9
ServiceWorks – Deliverables
Milestone Target Timeframe
Scoping
Present to EC to gain approval for initial project funding 11/06
Business Concept & Prototype 06/07
Baseline
Develop Phase I business requirements for ServiceWorks theme, STAR replacement, and migration of
Journal Automation and Bill Pay/EFT
06/07
Select Workflow platform* 06/07
Present refined Project Budget and Cost Savings Analysis to OC for authorization to proceed 06/07
Formulate Workflow technology migration strategy* 09/07
Replace/migrate Workflow platform 02/08
Phase I Implementation TBD
Transition Asset Admin theme into Service theme with integrated view of all service requests and real-time
status
Incorporate STAR replacement (600 Tasks) into Service theme
Migrate Journal Automation and Bill Pay/EFT into Service theme
Phase II Implementation TBD
Implement targeted changes to front-end of Phase II candidate branch applications (e.g., ACAT, Fed Funds,
etc…)
Business
Case
Business
Scope
ISD Scope BRD
Final ISD
Estimate
Scoping
Design Development QA Testing
Implement-
ation
Baseline Implementation
Note: * “Must do” tasks (irrespective of status of ServiceWorks) because current IBM Workflow platform was announced to be End-of-Life.
11. 10
ServiceWorks – Project Governance
Mgmt Support
Kate Newcomb
Project Leaders
Steering Committee
Executive Sponsors
Operations
Peter Stipp
ITI
William Pierotti
BCOO US
Valerie Rowland
MT US
Ramon Morales*
ISD
Doug Badeau
CIO
Bella Allaire
BCOO
TBD
ISD
Stephen Ferranti
Note: * To be discussed.
13. 12
Success Criteria (2003)
M etrics Achievements
Now
Proof of Concept Success
Criteria
POC & Journal Entry
Completion
Future
FTE Savings –
Productivity Ops
Re-keying
Document review in home
office
Many manual approval stops
Excessive service calls
Elimination of re-keying
Elimination of document review
at HO
Reduction of manual approvals
Reduction of service calls
10 FTEs x 55,700 = $557,000
Similar types of savings can be
achieved with other workflow
opportunities and standardization
Time to M arket
Each application builds workflow
layer
3 FTEs x 115,000 = $345,000
20% fewer ISD resources for new
Workflow projects* *
Significantly
Improved Business
Requirements
Many projects overshoot target
dates and go beyond original
scope
-Proof of concept delivered in 6
months with Specified
Resources and no scope creep
Standardized
requirements/modeling
methodology enhances
Business/Technology
collaboration
2 FTEs x 115,000 = $230,000
10-15% fewer ISD resources for
projects involving modeling* *
Branch Productivity
Savings
10 minutes (blended) per journal
entry
2 minute reduction per journal
entry
1.2MM Journals/yr = $950,000
(approx. 0.1 FTE per branch)
Accumulates towards branch
savings
Cycle Time Next day standard Same day standard Improved service ROI-based improvements
M etrics Limited and disjointed
Process transparency: time, cost,
error, bottlenecks, etc.
Effective measurement and
management
Effective measurement and
management
Errors
Errors introduced due to re-
keying
No re-keying Reduced error rate Metric-driven error management
Infrastructure
Compatibility
75 legacy systems
Middleware service layer
API Bridging
Common front-end
Eliminate GJOW 3270 front-end
Common platform for service
delivery
Business Analyst
Role –
M odeling/Standardi
zation/M ethodology
Captures 50% of document rules
sets/process flows
Captures 85% of document rules
sets/process flows
Captures 95% of documented
rules sets/process flows
Total Savings $2,082,000
* * If done under traditional approach to build workflow into JE
process, approximately 15 ISD resources are needed
15. 14
JA Usability Feedback from Clients
Journal Automation (JA) has been in all UBS branch offices since November
14th, 2006. Based on our polling and service call interactions, the feedback has
been very positive.
“Great job on the entire system - those words weren't said to earn points. As far as
any upgrades we have had recently, I feel this is the most improved of any platforms in
our system and was done with the end users in mind.” Robert Cairns, Chicago Branch
Office
“The “Journal All” [capability] was a great time saving feature.” Marsha Updyke, CSA
Omaha Branch Office
“[JA is] User friendly, removes all the extra steps necessary to take with GJOW
(opening star cases), It's like a one stop shop for journaling! From a management
stand point, it's much easier to train new CSA's on this system.” Xandra Burnette,
Virginia Beach Branch Office
“I LOVE the new journal entry system. I haven't had any problems with it. It makes our job
so much easier when it come to processing journals.” Cheri Hubble, Farmington Hills Branch
Office
“[I] think it's a great system. Very user friendly and a great way to save time. It's exactly
what we needed.” Rachelle Zawinsky, Farmington Hills Branch Office
16. 15
Journal Automation – Lessons Learned
JA initiative had major issues around delivery, cost, and platform stability.
Valuable lessons were learned which will be carried forward to the ServiceWorks
project.
Issues
Project management best practices were not followed
JA projected positive ROI based on estimated results
from Proof of Concept branches but no validation of
results were performed during Pilot
JA application did not meet scalability and
performance targets during early pilot deployment
IBM Workflow technology was announced End-of-Life
in March 2006 (EOL effective 2010)
Schedule slipped by 18 months due to vendor over-
commitment, adoption of new technology, and overly
optimistic schedule estimates
Action Taken
Instituted project management process for both
business and ISD teams
Defined success metrics and operationalized their
data collection and reports production for GA rollout
Re-architected JA application to leverage mainframe
CICS resources
Issued RFP to solicit new Workflow technology
platform; negotiated $500K credit from IBM for
misinformed product recommendation to UBS
Re-evaluated and changed people and processes
and put in place new project leaders (Business and
ISD). Worked with IBM to rectify scalability and
production issues
17. 16
Journal Automation – Production Usage
JA is currently deployed to all UBS branches. To date, we have seen a
considerable decrease of journal processing and Home Office approval time.
Journal Process Time
0
5
10
15
20
25
Overall M argin CRC Ret. Svcs. Doc. Rev. IS
ProcessTime(Hours)
STAR JA*
Overall, the Home Office journal
approval time has gone down
significantly
The Margin department has seen the
largest improvement in journal
approval times
Note: * JA process time averaged over the period of 7/17/06 to 10/23/06.
20. 19
Conceptual Mock-up – Service Request Entry
Account information pre-populated
Upfront edits, validations and data
enrichment
Custom form generated based
on initial search
We envisage replacing STAR with an web-based front-end application that
simplifies service request entry through data enrichment and validation.
21. 20
Conceptual Mock-up –Worklist
One worklist tracks all service request
types:
Status
Request type
Easy access to retrieve details
ServiceWorks aims to deliver an integrated view of all service requests and their
status on a real-time basis.
22. 21
Conceptual Mock-up –Approval Screens
Approval queues
with customized
folders
Service request approvals to be centrally located and filtered and grouped base
on approvers’ entitlements.
Data enriched approval
screen provides all data
needed to make approval
decision
Standardized actions and
approval functionality to quickly
obtain SLA statistics
Approval data pulled from
different systems to provide
an integrated view of all
information related to the
request
