It s a NEW Day! A Framework for Digital Operations with an Analytics Foundation

Transcription

1 It s a NEW Day! A Framework for Digital Operations with an Analytics Foundation

2 It s a NEW DAY! Companies that will thrive today and tomorrow are transforming how they operate. An explosion of technology is enabling companies to rearchitect their operating models. Digital operations, operating models transformed by technology,...if you don t reinvent yourself and change your organization structure... you re going to get disrupted; and it will be a brutal disruption where the majority of companies will not exist in a meaningful way 10 to 15 years out... is resulting in unprecedented efficiencies and savings. Transformative companies are taking a comprehensive view on how to deploy people and technology to disrupt operational models. There are many rewards like high speed innovation, ability to scale, cost avoidance and improved customer experience. JOHN THOMAS CHAMBERS Former Executive Chairman and CEO of Cisco Systems 2

3 SOME ORGANIZATIONS ARE ALREADY APPLYING SELECTED TECHNOLOGIES TO IMPROVE OPERATIONS. Telecommunications and manufacturers are using technology to improve maintenance processes and increase uptime. Financial services companies are managing risk by making better decisions in real time. Healthcare delivery organizations are launching population health initiatives providing more care to more patients. Value chains are being replaced by value networks orchestrating interactions between suppliers, distributors, promoters and after sales services. Many organizations have already adopted new technologies like IoT, big data, AI and streaming analytics. Others are implementing real time monitoring of operational health and performance in order to correlate measures with relevant business outcomes like sales, marketing and the customer experience. WHAT IS YOUR PLAN FOR DIGITAL OPERATIONS? 3

4 THERE ARE MANY BUSINESS BENEFITS FOR COMPANIES TAKING STEPS TO DIGITIZE THEIR OPERATIONS. Faster decision making Cost avoidance Speedy incident resolution across the business Predictable performance of systems and machinery Digital operations is foundational to companies that are serious about competing and winning in their markets. The opportunities are real. Digital operations provides: New way to interact with customers Opportunity to create new, disruptive offerings Efficiency improvements falling to the bottom line TO REALIZE THE BENEFITS, WHAT CHALLENGES STAND IN THE WAY? 4

5 MANAGEMENT CONSULTANTS CAUTION ACHIEVING DIGITAL OPERATIONS REQUIRES A COMPANY TO HAVE AN HOLISTIC AND INTEGRATED PLAN. Making disconnected decisions and taking isolated actions for short term gains can be a distraction. For example, placing sensors on equipment without a plan to analyze the data in real time, limits the impact and benefits. The opportunity is immense, but the challenges are thought provoking and include: Shortage of functional and technical talent for related projects Aging technology infrastructure unable to support fast data ingest required for AI and analytics Inability to introduce new technologies into existing processes and make them work Lack of leadership or inability to communicate the priorities It s important to start the journey and equally important to be prepared to meet the challenges head on. It s a NEW DAY your day to make incremental changes to staffing, technology and processes. Digital operations isn t a destination it s a journey. ARE YOU READY FOR DIGITAL OPERATIONS? 5

6 THE DIGITAL OPERATIONS FRAMEWORK AND THE ANALYTICS FOUNDATION Vitria has worked with companies on this transformational journey. To help companies achieve the goal of digitizing operations, with high value wins along the way, we suggest this framework for digital operations and the adoption of an analytics foundation. Let s take a detailed look at the Digital Operations Framework! Digital operations is best achieved in stages, the stages building on one another. Taking a sequential approach ensures the readiness of people and process and mitigates risk associated with significant transformations. Understanding the framework as a guide helps organization accelerate the journey. Working with Vitira, you can assess your maturity against the framework, re-sequence your journey for positive results and enable the stages with one world class analytics solution. Stages of the Digital Operations Framework 01 Real-Time Operational Visibility 02 Advanced Anomaly Detection 03 Dynamic Population 04 Incident Life-Cycle Automation 05 Dynamic Failure Prediction HOW WILL DIGITAL OPERATIONS CHANGE THE WAY WE WORK? 6

7 01 REAL TIME VISIBILITY Data, data everywhere --coming from sensors and log files more valuable when curated and integrated in a meaningful way. Achieving real time visibility enables a necessary baseline. At this stage you can: Identify the variables Determine how to link Establish operational that you want to be able the metrics to business health metrics or to control performance indicators like performance levels customer satisfaction By providing visibility to meaningful information, engineers and managers and executives make better decisions in a timeframe that will make a difference for business outcomes. 7

8 02 ADVANCED ANOMALY DETECTION This stage is dependent on real-time visibility. Operations need to monitor performance of a growing number of assets. As companies implement new technology, operations is on a constant learning curve. By using automated anomaly detection, you begin to close the learning gap and at the same time identify complex and nuanced problems. Leveraging AI and machine learning algorithms, anomalies are detected faster with greater accuracy. Combining real time visibility to the data with advanced anomaly detection, organizations eliminate meaningless alarms and false positives. EXAMPLE A NEW DAY for heavy machinery manufacturers who are replacing capex driven maintenance contracts with a service based model. Combining real time visibility with advanced anomaly detection, manufacturers are applying algorithms on historic data to identify root-cause of anomalies and mute redundant alarms. THE WIN Reduced time to repair and increased asset up time. 8

9 03 DYNAMIC POPULATIONS One advantage of digitizing operations is having more control over change management activities. Once you get to stage 3 you have the ability from stages 1 and 2 to focus on meaningful anomalies and quickly identify root-cause. In stage 3 you achieve a better understanding of anomalies introduced by intentional change. At this stage detection of intentional changes is automated. This gives operations visibility to related anomalies, providing more control over change management. With this information they can act faster. EXAMPLE Communications Service Providers [CSPs] find it difficult to detect OS updates to smart phones in a large subscriber base. Using dynamic populations, CSPs can identify clusters of subscribers who have applied the OS change and correlate the change population with reported anomalies like dropped calls. THE WIN CPSs proactively notify affected populations, efficiently push corrective updates and avoid inquiries and reduce complaints overall improving the customer experience. 85% 85% of incidents can be traced back to some sort of change activities. Gartner 9

10 04 INCIDENT LIFECYCLE AUTOMATION Transforming organizations are continuously adding large numbers of new devices which generate vast amounts of data. When operations is inundated with data of varying significance, it diminishes their effectiveness at solving core issues. Operations needs to quickly make meaningful connections between various signals, then prioritize them to take necessary actions. Incident lifecycle automation provides event to event correlation and applies machine learning techniques to aggregate in real time related anomalies. The key here is real time. In stages 1 through 3 operations is accumulating historic data which is then applied to new real time data. This results in only meaningful incidents based on historically acquired knowledge. Incident lifecycle automation identifies incidents in real time and triggers automated actions. Managing incidents in this way deflects support calls, even automatically rebooting some service delivery components. EXAMPLE The entire lifecycle for incidents can be managed by updating severity and prioritizing incident resolution based on actual and predicted business impacts. Incident lifecycle automaton improves collaboration between operations team members who may be assigned different responsibilities across the incident lifecycle. THE WIN Precise incident identification and lifecycle automation results in sustainable uptime, lower costs and greater user satisfaction scores. 10

11 05 DYNAMIC FAILURE PREDICTION Because the cost of production and service delivery outage can be high, operations and manufacturers of equipment have relied on periodic maintenance, controlled tests and field experience to avoid outages. What if you could replace the precautions with the proactive ability to predict failures? This stage combines all the power of stages 1 through 4 enabling potential problems to be solved before they impact the business and the customer downstream. This stage is the future for most organizations. It has the greatest potential but is the most difficult to achieve because of the knowledge required and the specialized nature of the technologies themselves. Today, it is possible, with the extensive use of sensors and internet of things (IoT), to collect predictors of a failure state. Then employing artificial intelligence (AI), to provide the ability to interpret the signals, extract patterns and trigger pro-active resolution. EXAMPLE Manufacturers using robots on an assembly line collect sensor data for vibration and rotation and create signatures that predict the likelihood of failure for a given robot. The robots are monitored for the occurrence of the signatures and imminent failures are predicted. Proactive maintenance is scheduled. THE WIN Avoiding downtime contains the manufacturing costs and more important enables a business to ensure on time delivery of goods to fill orders, keep shipping schedules on track and exceed the buyers expectations for reliable, on time delivery. WHAT IS THE ROLE OF ANALYTICS IN ACTUALIZING THE DIGITAL OPERATIONS FRAMEWORK? 11

12 MAKING THE TECHNOLOGY WORK FOR YOU! As you ve seen, at every stage of the journey, companies adopt new technologies like AI, IoT, big data infrastructures and machine learning. All these projects require an analytics foundation for these technologies to deliver the WIN! There are many analytics point products. Organizations often fall into the trap of selecting a different product at various stages of the journey. When selecting the analytics foundation consider What is required to get a solution up and running? What is required for a successful stage 1 implementation? What is required to operate solutions across the entire 5 stages of the digital operations framework WHAT IS THE VITRIA VALUE AS AN ANALYTICS FOUNDATION? 12

13 VIA BY VITRIA VIA by Vitria, a comprehensive analytics foundation, adding value during implementation and ongoing enablement of all stages of the digital operations framework. To achieve tangible results quickly, you want an analytics foundation that can be customized but without months of effort and costly consulting. One hallmark of VIA is the large library of configurable routines that can be assembled in a low code, visual environment. What are the VIA differentiators during set up? VIA reduces reliance on highly skilled resources: availability of experts is problematic. VIA abstracts the complexity; this means operations personnel can use it with minimal training. VIA is complete: By this we mean that VIA is able to handle end to end processes from data collection to automated problem resolution. VIA is not limited by number of sites, users, the systems it supports or the quantity of data stored. It is designed to SCALE. VIA is OPEN. This means it connects to third party systems, even legacy systems, to simplify data collection and any relevant operations systems already deployed. WHAT IS THE VALUE OF USING ONE ANALYTICS FOUNDATION ACROSS THE DIGITAL OPERATIONS FRAMEWORK? V I A 13

14 THE SINGLE MOST IMPORTANT REASON FOR CHOOSING VIA BY VITRIA IS THAT IT IS EXTENSIBLE SUPPORTING NEW USE CASES THROUGHOUT YOUR JOURNEY. Businesses aren t static, they evolve and so do their journeys to digital operations. VIA by Vitria is self-learning and adapts to changing conditions. Advantages include: Models that underpin AI algorithms update themselves with minimal human intervention. This saves time but more important triggers greater agility and reduces dependence on specialized resources like data scientists. VIA has been shown to improve performance in days not weeks or months. Quick wins engage participants and contribute to financial results. Iterative wins minimize the risks associated with actualizing digital operations. ARE YOU READY FOR VIA BY VITRIA? 14

15 VITRIA ARE YOU READY FOR A NEW DAY? READY TO CHANGE THE WAY YOU WORK? ARE YOU READY FOR VIA BY VITRIA? Call today for a free consultation. Watch how VIA agile analytics makes everyone an analyst!