Autonomic and Cognitive Solutions

Transcription

1 The Digital Labor Company VISION TO REALITY: Autonomic and Cognitive Solutions 1

2 IPsoft s virtual engineers impact 1 in 10 Fortune 1000 companies IT operations. By 2025 cognitive technologies will absorb activities currently performed by Imagine you could increase the volume of IT operations work processed without increasing cost. Now, imagine that the lower cost of processing resulted in negligible error rates. With no wasted downtime to rectify errors, imagine the positive impact on your business operations. IPsoft envisions a world in which mundane engineering chores are automated, freeing IT engineers to focus on creative endeavors and innovation. Since its inception 17 years ago, IPsoft has become the world leader in the development of autonomic and cognitive technology, to the point where IPsoft s virtual engineers impact 1 in 10 Fortune 1000 companies IT operations. We apply the same philosophy to other business processes so that our cognitive solutions can take on routine tasks currently carried out by knowledge workers. Once more, this will free companies to focus their human resources on creative value added tasks. 250 million knowledge workers Now imagine sourcing your new hires from the cloud whenever you need their support and training your call center staff in less time than it takes to make a coffee. Imagine being 100% sure that your call center agents will follow the right compliance process every day of the week at any time of day or night. IPsoft believes there should be no limits to what we imagine because making the impossible a reality is a challenge we relish. ONE: Imagine a more efficient world 2 3

3 A passion for innovation IPsoft s vision of a more efficient world in which IT infrastructure and business operations are managed by expert systems is becoming a reality. Long term commitment to research and development has allowed IPsoft s researchers to achieve breakthroughs in innovation. By applying these innovations to large scale operations we help our clients transform their businesses for competitive advantage. Today, our virtual engineers resolve 56% of IT incidents without any need for human intervention while managing more than a million critical devices. IPsoft embraces the challenge of reaching new frontiers in artificial intelligence. In the 1950s, Dr. Alan Turing proposed that one day man would not be able to distinguish humans from machines when asking them the same set of questions. Inspired by the great minds of the past, IPsoft is pioneering a critical step change in how business operations are managed. Our passion for technology innovation and commitment to research and development is evident: we invest 70% of our revenue directly into R&D. Instead of limiting ourselves to following established technology paths, our long term view has allowed us to pioneer breakthrough innovation in autonomic and cognitive technology. IPsoft pursues the goal of creating solutions that will deliver concrete business benefits by embracing this ideal. We are committed to helping our clients transform their business models and make much more efficient use of their human capital. The IPsoft solution allowed a major media company to move to a highly scalable managed service solution, saving over 32% annually. IPsoft has developed nearly 6,000 new automations for the client, eliminating repetitive tasks for human engineers. 60% reduction in mean time to resolution 0% error rate on automated tasks Business outcomes focused IPsoft guarantees business outcomes for its clients. Our commercial models are based on the confidence that we can drive significant improvements in productivity and quality based on our ability to automate work. Too often deployment of new solutions requires a heavy investment upfront and a pause of many months before benefits are realized. IPsoft, instead, aligns payment with the outcomes it delivers. As a result, clients can close the gap between investment and the return it delivers. Our technology provides predictable outcomes and cost. This contrasts with labor-linked models for services that may fluctuate based on wage escalation and other staff costs. 97% positive client feedback Partnerships We foster partnerships with the world s largest IT service providers on a global scale. Leading firms including Accenture, Cisco, Deloitte and NTT Communications are deploying our autonomic platform to create new value propositions for clients across a wide range of industries. Together with our partners, we enable enterprises to rewrite the cost/quality equation of running highperforming infrastructure operations that drive outcomes more accurately and in response to fluctuating business drivers. 4 30% increase in IT operations efficiency within 90 days 5

4 IPsoft s autonomic IT management increases efficiency dramatically while driving a higher quality of service, however complex your IT landscape. Autonomics dramatically accelerates traditional IT task automation by enabling much broader and more extensive automation of processes. Legacy automation technologies relied on rules-based processes, driven by the need for specialized software developers to write process-specific code, or scripts, to automate predictable tasks. While scripting has been widely embraced by both IT departments and technology product companies, it depends heavily upon software engineers, limiting it to individual tasks and lacking the leverage necessary to automate wider numbers and types of processes. TWO: Autonomic IT Management Autonomics changes the rules of the game by automating the interaction between different tools that are in use within the IT environment. As a result, end-to-end processes rather than individual tasks can be automated, paving the way for a far greater level of productivity. Performance improves continually because the system uses outputs from one activity to inform the next. It adapts and learns based on the successful execution of activities to create ever more efficient ways to complete a process. Autonomic technology progressively learns and becomes more intelligent. By watching the best human engineers solve problems and recording their actions for future use, virtual engineers capture additional knowledge. This is then incorporated into new automata and so further increased levels of automation are achieved. Autonomics also removes the constraints of an individual s ability to process knowledge work. Given the increasing complexity of the landscapes being managed today this is critical. The volume of data upon which an organization depends is growing exponentially as the Internet of Things (IoT) feeds a proliferation of devices that need to be managed. Autonomic systems are able to absorb the complexity of dealing with this explosion in data and are able to process information in a fraction of the time it would take even the smartest human. 70% of our revenues are reinvested into technology 6 For a major financial services firm, IPcenter lowered the mean time to resolution of failed trades from 47 minutes to under 4 minutes THREE: IPcenter Intelligent Automation Cygate, a leading Scandinavian IT service provider, deployed IPcenter to manage level 0, 1 and 2 activities. Cygate s human engineers were able to service more critical level 3 activities as well as focus upon higher-value activities. Over two years Cygate s revenues grew by 56% and its increased operational efficiency meant that EBITDA swelled by 118% IPcenter is an ITIL-aligned service management platform that leverages the power of autonomics to increase efficiency and quality. It forms the basis of IPsoft s services and integrates into your existing IT landscape so that information about your operations is consolidated into a single view. Virtual engineers IPcenter essentially provides a cadre of virtual engineers that work like the company s best engineers, but do so faster, cheaper, and with an assured quality of output. Just like human engineers, they can talk to one another and work together to resolve complex, dynamic problems. Conversely, traditional automation tools are scripts running individual predefined tasks and sequences. Today IPcenter is able to process 56% of all events without any human intervention, freeing up your engineers time to focus on higher value activities. Accelerated cost-efficiency gains By automating low level IT support functions our autonomic systems can assume responsibility for up to 90% of Level 1 events and 60% of Level 2 events without any manual intervention. The impact of that efficiency improvement is felt in very short time. With an existing library of more than 2000 virtual engineers ready to deploy straight out of the box, IPcenter can deliver more than 30% efficiency gains in only 90 days. As IPcenter constantly evolves and improves, it gives customers access to an ever-growing number of automata. In parallel, the amount of time your talented human engineers have to focus on delivering business value increases. This, in turn, helps CIOs concentrate on driving outputs that demonstrate IT s value as a strategic asset to the organization. With IPcenter powering infrastructure management, businesses can also grow far more efficiently. Our platform allows you to scale service quickly to absorb thriving business demand without the burden of tying that growth to an increase in expensive human resources. This has a direct impact on bottom line profitability. 7

5 I have rarely worked with a partner in whom I have placed such a high level of trust and confidence. IPsoft has a great team that is perfectly aligned with [its] philosophy in delivering the highest quality of service. CIO, Leading Pharmaceutical Company A top insurance company leverages IPsoft autonomics to automate changes to their cloud environment which scales to 200,000 virtual machines No wasted downtime IPcenter drastically reduces the average time it takes to resolve incidents. With an average 60% reduction in mean time to resolution, IPsoft can deliver increased uptime and quicker deployment of changes, with benefits that are felt throughout the business. The improvements secured should be calculated in terms of increased uptime and quicker deployment of changes to enable the business. Bringing the time it takes to resolve an incident down from 47 minutes to just four minutes for an investment bank translates into 43 additional minutes of trades. The additional revenues those trades bring in are the true measure of autonomic effectiveness. Total transparency By consolidating all IT operations data into one view, IPcenter provides full transparency into your environment while simplifying management of operations. It provides a real-time, full view of all IT management functions allowing you to pinpoint direct links between operations and business activities and so make informed decisions about what changes are required to drive business advantage. IPsoft s analytics solutions can leverage this data even further. Our predictive analytics provide unparalleled insight into your enterprise, allowing you to identify operational efficiencies, highlight key business drivers and even uncover opportunities for portfolio expansion. They allow you to manage services in real-time and using interactive heat maps, spot coverage gaps and take action to resolve those before they become a problem. Quality and consistency IPsoft solutions offer more than efficiency, analysis and speed. The quality of the service is revolutionized too. Manual processes are prone to human fault. Even for simple manual tasks, the error rate is about 10%. IPcenter s automated error rate is near 0% a figure impossible to achieve with human intervention. Furthermore, most organizations measures of qualityof-service delivery are highly subjective and focus on measuring only the output of the service delivery process, rather than all the contributing inputs. Instead, IPcenter constantly tunes every aspect of the inputs to ensure highly consistent and more meaningful outputs. As a result, IPsoft s services enable clients to improve quality of service to their customers by more than 50% in quantifiable categories. You can be sure that your compliance and operational processes are followed to the letter every day. IPcenter systematically enforces operational processes, embedding Six Sigma quality control that means reduced risk to your business. Cloud services As a partner to cloud providers, IPsoft delivers a complete operational platform for public, private, or hybrid clouds. IPcenter runs on the cloud provider infrastructure, delivering comprehensive orchestration, cross-platform governance and automation. IPsoft assumes responsibility for your cloud platform and delivers visibility, automation, simplicity, flexibility and security. IPsoft s Cloud virtual engineer enables automated resolution of most customer-driven events in a cloud environment. It streamlines customer events by receiving and validating event information, diagnosing the issue and in most cases remediating the event autonomically. As a result of these factors, IPsoft has recorded an impressive 97% positive client feedback. The dramatic improvements in efficiency, quality and the bottom line seen by integrating IPcenter into companies IT infrastructures can have a multitude of benefits to an organization. IPsoft is paving the way for a new future in IT management, today. 47 mins time spent to resolve incident without using the IPcenter platform 4 mins 43 mins time spent to resolve incident with the IPcenter platform time investment bank can translate back into trades Using IPsoft s virtual engineers to automate over 80% of the tasks required, a global network service provider shrunk its operating system upgrade cycle to a month. 8 9

6 FIVE: FOUR: Your first digital employee Cognitive agents meet virtual engineers IPsoft is transforming business processes by introducing a wider portfolio of offerings based on cognitive technology. IPsoft s Apollo is pioneering a new digital labor model that unifies business with IT Operations, rethinking large service and operations centers. Our virtual agent, Amelia is an artificial intelligence platform that can understand, learn and interact as a human would to solve problems. This revolutionary technology is making it possible to automate knowledge work across a broad range of functions and lift business performance to a new level of productivity and service quality. Amelia is able to read and digest the same training information as her human colleagues but in a matter of seconds and without needing time intensive programming. Amelia also learns on the job by observing interactions between her human co-workers and customers and independently builds her own process map of what is happening. She then stores and applies that knowledge to determine how to resolve similar situations on her own. This ability to observe, understand and automatically apply this knowledge combined with the speed at which she learns allows her to quickly become an expert in any field in which she works. From processing insurance claims to working at a customer help desk, Amelia has countless potential industry applications. No matter the role she is in, she can learn and provide valuable recommendations and solutions to human co-workers and customers. In industries where compliance is critical, companies can rely on Amelia to follow governance rules precisely. Reducing risk exposure is inherent in her nature and she can always ensure a full audit trail is available. Because she is digital, Amelia will never be a victim of human error. She works at the same high standard all day, every day, no matter how she is deployed. From helping customers open new bank accounts to processing insurance claims and registering patients for hospital entry, Amelia has countless potential industry applications. 10 Can you get me an iphone 6? Business user Open RFC to restart application related incident # IT user Show me approved change requests for Chicago datacenter. NOC manager Apollo untangles IT overhead and plants the seeds for running unmanned service and operations centers. Business concierge Transform your customer experience Amelia offers your customers personalized, high quality support whenever they need it. She helps you increase customer intimacy and move your customer relationships to a new level no matter the scale of your business. With Apollo, virtual agents answer user queries, perform backend look ups and trigger virtual engineers as needed. Using everyday language, your employees can ask Apollo to resolve traditional requests all without the need for human involvement. Apollo benefits business users, as they can intuitively request what they need from accessing a printer to employee on-boarding in everyday language. Reliable 24/7 all year long Works with human colleagues Connects at an emotional level Managing the symphony Exponential productivity gains Apollo s IT management approach will revolutionize legacy structures and establish end-to-end automated IT operations. IT managers will work more like conductors, training virtual engineers and orchestrating collaboration between humans and digital labor. Apollo s intuitive workflow design system incorporates digital labor as the first citizen and utilizes humans for exceptions and optimization. Workflows visually represent fully-exposed, fully-tracked processes, allowing users to instinctually automate complex activities using drag-and-drop. Virtual engineers learn Integrated Analytics Drive Continuous Improvement Apollo s core is automated IT operations. It drives peak efficiency by recording and analyzing all activities executed by human engineers, and later replicating them. The principle is that human engineers should only have to fix things once: autodidact virtual engineers recognize familiar patterns and fix the issue thereafter. Apollo analytics and reporting highlight areas where Digital Labor can be introduced most effectively. Apollo optimally marshals both virtual and human labor to address problems and avoid outages. And Apollo s adaptive monitoring eliminates false alerts and detects anomalies. 11

7 SIX: Get in touch For more than a century, the human race has imagined a future in which machines can understand like people. IPsoft is making such a vision a reality. We are ushering in the era of the second machine age with efficient autonomic and cognitive solutions that help businesses solve current and future complex IT and business process problems. IPsoft s offering of fully scalable, autonomic IT services and solutions is powering a new automation revolution. By creating a more intelligent world, IPsoft helps you improve efficiency. With 13 offices on four continents, our mission is to power the world with expert systems eliminating routine work and freeing up brainpower to drive better business outcomes. When you integrate IPcenter or hire our cognitive virtual agents, you do so against a specific outcome. Our commercial models are aligned to your results. If you are interested in finding out more about how you can migrate your IT and business operations to an automated future, do not hesitate to get in touch. New York: webinquiries@ipsoft.com Web: Address: 17 State St 14th Floor New York, NY The Digital Labor Company 12Copyright 2016 IPsoft. All rights reserved.