Tinton, New Jersey
IT Service Management, Automations, Incident Management, Integrations, IT Asset Management, Service Catalog, Service Portal
Automated Workflows Help Growing Company Scale Service Management
Commvault is a recognized global leader in enterprise backup, recovery, and data management across any hybrid environment. Commvault’s converged data management solution redefines what backup means for the progressive enterprise through solutions that protect, manage and use their most critical asset — their data.
Founded in 1996, Commvault is publicly traded (NASDAQ: CVLT) and headquartered in Tinton Falls, New Jersey.
Any question you might have, whether you forgot your password, you need a device, or you need a copy of your W2, you can find help in Samanage."- Tim Karaban, Senior Support Services and Compliance Manager
Evolving in IT Service Management
In the past twenty years, Commvault has experienced tremendous success. As it carved out a role as an industry leader in data management, its employee base grew dramatically, both in numbers and in global reach. This, of course, puts tremendous pressure on IT to keep technology up to date and online, and to shore up processes to maintain the culture that helped lead to their success.
“As we grew and our needs grew as a company, we needed to evolve,” said Tim Karaban, Senior Support Services and Compliance Manager at Commvault. “We needed to automate. We needed to get knowledge base articles into people’s hands. We needed to connect them with digital forms to drive our processes.”
Up to that point in 2017, they weren’t quite there from an IT service perspective. They started with some homegrown processes, and then moved to ManageEngine, but they were still far too reliant on email dropboxes and manual service delivery methods.
“We started looking for a solution that could deliver that functionality,” said Karaban. “It came down to Samanage and one other vendor. Samanage was clearly listening to our needs, getting us all the little things we asked for, and we knew it had the potential to be a great partnership.”
Karaban and his team were quickly able to start implementing some improvements in IT. With the Samanage Service Platform, they now had a solution that could scale, connecting employees around the world to numerous technology needs.
“We’re a global company, which means folks in the UK, India, Australia, and obviously our New Jersey office all use Samanage,” said Karaban. “Our IT team is not just the traditional help desk. We included our infrastructure team, security team, networking side, as well as the IT asset management team all working in the service desk platform, so it’s really consolidated our processes.”
Technology Beyond IT
“It’s hard to believe all of the things we’re doing with technology,” said Karaban. “There are a ton of benefits to all these tools, but it can become complicated. IT is not the only department that needs a way to organize it all.”
In Commvault’s case, other department leaders began to notice that IT’s processes were improving.
“Human resources called me to ask what we use,” Karaban recalled. “We set them up with a Samanage demo and they loved it. Then we went to payroll, and now it wasn’t just IT coming with a suggestion. We had another champion in HR.”
Bringing other groups in the organization into the service desk isn’t always as easy as it was with HR, but Karaban said that it’s important to focus on their pain points.
“Obviously, you’ll find people that are set in their ways,” said Karaban. “But the email problem is universal. Every department can relate to, ‘Hey I remember the email about this, but did anyone take care of it?’ This gives us visibility into the tasks that everyone is responsible for, but not necessarily the data that might be private to HR or our securities teams.”
That last point is an important one in terms of scaling the solution across different groups and departments. Not everyone needs to see the details involved with every ticket, request, and task.
“We use the automations to send HR tickets right to HR, the facilities tickets to facilities, and so on,” explained Karaban. “We’re able to lock those tickets from other departments, so IT doesn’t see something intended for payroll. Obviously, there’s sensitive data in those payroll requests, so we need to keep that separate.”
Focus on the Employee Experience
This unified strategy is great for departmental leaders and service providers, but there’s a benefit to everyone at Commvault. The idea, as Karaban described it, was not only to help all of these different areas of the organization shore up their processes, but also to give Commvault employees one place they could go with any type of issue they had.
“We wanted the global solution, and now we had it. So why not take full advantage of it? Any question you might have, whether you forgot your password, you need a device, or you need a copy of your W2, you can find help in Samanage.”
As the company has grown, they’ve hired a lot of people very quickly, and Karaban said that this generation in the workforce has some specific expectations that must be met.
“From the employee side, our workforce is getting younger and younger, and they don’t want two different places to go or people to contact,” said Karaban. “They’re used to finding what they need quickly, so it’s our job to give them one place to find it. Our leadership at the company understands this, so it’s an easy sell.”
Karaban wants to make sure that everyone in the organization feels confident that their issues will be handled quickly, so he has made it a priority to provide them with training.
“We call it IT 101, and one of the things we show them is the benefit of the service portal,” said Karaban. “We’re an Okta shop, so everyone is automatically signed in. We show them that they have visibility into their requests, and they see how much quicker we can respond.”
In addition to using Okta single sign-on for Samanage, they’ve created additional integrations between Samanage and the other technology in Commvault to help meet employees where they work, automating some of the repetitive work.
“For example, we used the API to connect our business tools with Samanage, so we receive any new hire information in Samanage right from Workday, and then we have all the tasks automatically created,” said Karaban. “We have a smart team of people working on that angle, and the API provides a lot of flexibility, so we like where that’s going.”