BigData manages knowledge logistics in agile service organizations

Transcription

1 BigData manages knowledge logistics in agile service organizations Halving of the solution time by knowledge logistics and Artificial Intelligence May.2016

2 Technical Helpdesk Consulting Terminal Service Technical service for products and IT 1st, 2nd, 3rd Level Support 24/7 in 18 languages Company-owned Helpdesk Software First Answer Service Excellence Consulting Samhammer AG Technical and commercial Helpdesk Service Terminal Depot Service Refreshment Maintenance Service Field Service Installation Supply handling

3 Business Case - Global IT Service Desk with BigData For what reason?? 3 Samhammer AG AG Halving of solution time

4 Industry4.0 is also a synonym for new business models Old world Financing Buying Maintenance contract Individual systems AVL As-a-service: Invoicing after verification Vehicle testing as service AVL List generates more then 40% with operator and service models 4 Samhammer AG

5 As a Service - models are based on customer knowledge Old world Financing Buying Maintenance contract Turbine runs Siemens As-a-service: Invoicing in accordance with hours of operation Turbine as service Siemens customers understand service as being highly available Samhammer AG

6 Cash flow Effects of new service business models Previous way of thinking Value Goal is defined Investment decision is made A lot of times the project s goal changes Project Investment maintenance & service The value often decreases during the project Time As-a-Service thinking A value has to be present at all times The value constantly needs to be updated and optimized User fee incl. maintenance & service Samhammer AG

7 What is so far the central issue in technical service? The right solution - quickly media discontinuities brainware lack of specialists Standardisation immature knowledge systems Cost pressure processes & organization Offshoring 7 Samhammer AG

8 Mission Halving of solution time and creation of an innovative value experience 8 Samhammer AG AG

9 Global IT service desk for procurement applications 1st and 2nd level service with 8 languages are combined on two sites Incidents will be automatically distributed by Artificial Intelligence to the correct 1st or 2nd level SLAs are managed completely automatic and realtime Processes are partly automated by AI Samhammer AG

10 Service Organization Halving the solution time Efficiency and automatization 1st level Complete ticket processing time 2nd level...50% 3rd level technician Open ticket Choosing time Processing time close ticket Samhammer AG

11 Automatic Ticket Distribution (ATD) Skilled-based ticket distribution Finds the right expert and automatically distributes tickets in comformity with SLAs ATD is the autopilot of helpdesk software

12 Automatic Ticket Distribution 1 st level 2 nd level 3 rd level Samhammer AG

13 Challenge of BigData in the technical service Quality Small, specialised data base Huge, international data base Quantity Samhammer AG

14 Transformation to Smart Service Desk Hotline Knowledge portal 1 st level High 1st solution rate 1. Incident automatically finds expert 2. Knowledge transfer Support after 2nd level 3. Realtime SLA management Experts 3 rd level 4. Automatic assistance systems Automatization of knowledge to point-of-service processes 14 Samhammer AG

15 Ticket management with Smart-Data-Technology The AI spider agent evaluates the written text realtime and identifies keywords automatically SLA data are available realtime in each service level per incident Via the web servic integration of SAP, relevant information is presented The Smart-Data-Analysys via Hadoop cluster also proposes realtime helpful colleagues and relevant documents The Smart-Data-Analysys recommentds category, priority, following actions and so on and preselects them Samhammer AG

16 Smart Helpdesk changes the known working world Ticketpool unnecessary Categories unnecessary Easy creation of smart filter What happens if you take away the ticketpool from the service organization? 1st level service converts into solution partner Realtime view of processes, SLAs, incidents, knowledge Smart searchansichten einfach veröffentlichen Samhammer AG

17 Finding new, meaningful forms of cooperation maybe a discontinued model maybe an agile organization project role project Bildquelle: projektnachwuchs.de Samhammer AG

18 Building bridges for the digitization in the working world Efficiency Flexibility Security High expertise curiosity Samhammer AG

19 Incident knowledge Journey to an agile knowledge and service organization Knowledge at point-of-service Self services Key User 1st level quality circuit knowledge logistician helpful colleagues 2nd level 3rd level Wiki Intranet databases Company knowledge knowledge systems

20 Economical journey into the showcase Global IT Service Desk 20 Samhammer AG AG

21 Potential analysis and business case Current Mode Future Mode First solution rate estimated: >40% overall solution time >82% Incident volume incidents/months Middle-term < are possible Ø process time 2nd level Ø overall solution time number of employees 2nd/3rd level incidents > minutes estimated: Ø 45 minutes 210 employees Reduction of Ø process time in 2nd level up to Reduzierung der Ø Bearbeitungszeit auf 28 Minuten möglich 156 Mitarbeiter + 3 Wissensmanager Number of contacts per process Ø 3,1 contacts Possible reduction to 1,8 contacts

22 Great thanks to our Business Case Partner Technology Research Pilot customers Bavarian Government Samhammer AG

23 Thank you for your attention Thomas Hellerich Samhammer AG Phone