ifix Digital Service Management Solution for the 21st Century Enterprise

Transcription

1 ifix Digital Service Management Solution Digital Service Management Solution for the 21st Century Enterprise

2 STUPA IT Services Announces Availability of ifix Rel 1.0 A Cloud based Digital Service Management Solution ifix Rel 1.0 is available for customers with immediate effect STUPA IT Services announces immediate availability of ifix Rel 1.0, a cloud based st digital service management solu on for the 21 century enterprise. ifix will enable the customers to move into a revolu onary technology pla orm to manage its services of all kind, digitally - in a faster, be er, sleek and cheaper way to reduce its total cost of ownership. ifix is a cloud-based fully automated Digital Service Management (DSM) solu on with built-in industry contents and best prac ces, catering to all the DSM requirements through Digital Service Exchange and Digital Service Desk and works on SaaS (So ware as a Service) delivery model. ifix brings in disrup ve prac ces in service execu on with lowest possible TCO.

3 ifix Solution Modules: ifix Rel 1.0 comes with the following modules available for immediate use by the customers: DSE Digital Service Exchange DGC Data Govrn. & Compliance DOCU+ Doc Mgmt ECM Escalation Mgmt SMA Service Mgmt Analytics DSD Digital Service Desk APA App Admin

4 ifix Usage Suitability: ifix is required by all the organiza ons who wish to manage their IT opera ons and service management func on through a single connected pla orm in a digital way across the various applica ons, infrastructure and networks. ifix can be used from mobile devices (Android & ios), can be connected to social media (FB, Twi er, Linkedin, etc), and comes with an on-line chat facility available 24x7x365. ifix DSE (Digital Service Exchange): ifix DSE module covers the following func onality: Incident Management (including Major Incident Management) Problem Management (Reac ve and Preven ve Problem Management) Service Request Management Inquiry Item Order Modern, intelligent and innova ve features available within DSE: In-built Error Content All possible combina ons of errors type (Approx 1 Million+) that may occur within your SAP, Oracle or Microso applica ons are defined within DSE. Therefore, you can classify your error types properly and saves your me in crea ng a cket. It also helps in rou ng the cket to right technical support team and provides inputs to service analy cs. Automa c Determina on of Ticket Priority Ticket priori es are determined automa cally based on the defined business impact (cost/damage it makes to the business) and business urgency (how soon it's required to be resolved). This eliminates human dependency and assigns priority in a completely logical manner relevant to the business. Industry Best Prac ce SLA ifix comes with the provision of adop ng to the best prac ce SLA (Service Level Agreements). However, it can be modified very easily to suit to the specific needs of an organiza on.

5 Real Time Solu on Database (RSDB) An end user is provided with all the possible available solu on to the cket at the me of crea ng the cket itself. This happens in real- me as he/she is crea ng the cket. This facility helps an end user to resolve the cket by themselves instead of sending it to the technical support team. Our observa ons indicates it has the ability to resolve at least 30% of the cket by the end users themselves which means at least 30% savings on cost of cket resolu on from the me of adop on of this solu on. Knowledge Management Database (KMDB) KMDB provides access to all the business process documents and solu on design documents of the implemented func onality. At the me cket crea on, ifix recognizes from which process area the cket is coming and prompts immediately with the list of all relevant documents like in a Google search manner. It provides a help the user community to check whether they are following the right process or not and with some how to answers. SLA Meter SLA meter of any cket provides a visual representa on of the status of the cket. It shows the acknowledgement status as well as the resolu on status using graphics and crates a sense of urgency to resolve the cket within SLA.

6 Major Incident Management ifix DSE facilitates the execu on of the major incidents with a special process feature. It brings in the feature of no fying all the stakeholders in specified me interval with the progress of the resolu on of the ckets. This is performed by ifix in an automated manner while the service management team carry on their process of resolu on. Automated Mobile Alarm ifix DSE has inbuilt facility to put alarm in the designated mobile number of the specified users in case of Major Incident or Very High Priority Incident. This is to ensure that all the stake holders are alerted on the situa on even if they miss seeing mails or text messages. Automated Text Messages ifix DSE has the capability of sending text messages for specific ckets to the specified users to bring in extra a en on on the situa on. These can be configured as per the organiza onal needs.. Gamifica on, Rewards and Recogni on The en re service management opera on is made to like happening of a game or an event. Each of the service management areas are evaluated quan ta vely and employees can be rewarded and recognized accordingly: Best Employee/ Best Team with Highest No. of Ticket On Time Closure Rate Best Employee/ Best Team with Highest TCO Index Best Employee/ Best Team/ Best Engagement/ Best SDM with Highest Knowledge Index Best Employee/ Best Team with Maximum Number of Ideas Best Employee/ Best Team with Maximum Generated Values Best Employee/ Best Team with Least Number of Escala ons. Integrated Update func onality is integrated with ifix. The users will have based update for every stage of progression of their cket. This will bring in more awareness and sa sfac on amongst the business users to see the gradual progress of their issues towards resolu on.

7 ifix DSD (Digital Service Desk): DSD is an Arti cial Intelligence driven digital assistant available 24x7x365. This assistant understands the various levels of complexities & technology platform of the tickets raised in the system and accordingly assigns those to the right technical experts all in an automated manner. In addition, it provides a round the clock Live Chat facility to whom an user can always reach to for any help. It helps in just-in time coordination with right resolver group assignments and improves the service resolution productivity. Major functionality includes the following: Live Chat Ticket Acknowledgement Automated Ticket Assignment Update Text Message Mobile Alarm Social Media Connection ifix Docu+ (Multi-lingual Document Management Service): ifix Docu+ provides document management services. The relevant process and solution document can be uploaded in any format and then Docu+ provides index based document management. These document can be searched later on in a Google like search manner. This provides bene ts of digitalization of all manual documents and making them available under service management umbrella for any usage and reference. It brings in a major help in self-service ticket resolution. As of now we have English and Kannada language facility available in Docu+. ifix ECM (Escalation Management): ifix provides a facility of escalation for any of the service management elements (incidents, problems, service requests, inquiry or item order. An Escalation Matrix is maintained in ifix as per organization rules with 3 levels of escalations. If the service elements are not being resolved through normal operational route, these can be escalated to next levels. An action plan is de ned and assigned to the escalation manager for proper closure of the escalated items in a transparent way. ifix DGC (Data Governance & Compliance): All service elements related data managements (like Users, Roles, Organizations, Clients, Best practice contents, Approval mechanism, Escalation matrix, SLA, Ticket Category, Business Process Role Alignment Matrix, etc) and related con guration setting is maintained within DGC. All the service management functions and modules are con gured through DGC. ifix SMA (Service Management Analytics): SMA brings in an Exchange Dashboard where the KPIs of all the service elements are visible to the different levels of management to update them about the health of the organization from the service management perspective. It clearly provides the actionable insight and draws upon the areas where management attention is required. There are about 40+ dashboards with different cuts (weekly/monthly/quarterly/yearly) are available across all service management functional modules like DSE, Docu+, ECM, DGC, etc.

8 Typical Service Management Analytics (Available through Visual Graphics Dashboards) Innovation Index (Idea generated, Approved and Value Generated through Ideas) Most Unstable Solution Zone (Top 3 Process Areas for producing maximum tickets) Most Unstable Applications (Top 3 Applications generating maximum tickets) SLA Compliance Level (Visual graphics based SLA status) Open vs Close Incidents/ Reactive Problem/ Preventive Problem/ Service Requests/ Major Incidents Utilization Index SMDB & KMDB Knowledge Index (for the individual, team, and entire engagement) TCO Reduction Index (Self Service Tickets) Escalations Index (% of Tickets resolved through escalation vs the normal route) Change Request Index (Extent of Business Change and Technical Change Request) ifix Module APA (App Admin): APA module helps in establishing overall configuration setting of ifix in a cloud environment for a specific customer organization. A customer organization is created through APA and then rest of the configurations are performed through DGC. ifix Upcoming Module Releases The following advanced functional modules are under development and planned to be released by mid User Experience Manager (UXM) Transition & Knowledge Management (TKM) Innovation & Value Generator (IVG) Change Request Management (CRT) UXM User Experience Manager TKM Transition & Knowledge Mgmt IVG Innovation & Value Generator CRT Change Request Mgmt Tracks all online user/visitor and provides actionable business insights Provides a best practice transition methodology and KM framework Helps establishing a culture of idea generation and value creation Provides a step by step methodology for managing changes

9 Positive Customer Impact Many customers have already bene ted from deploying ifix Rel 1.0. Here's a few update: LAB NEEDS a supplier of Laboratory Materials in the eld of Science & Technology, recently committed to deploying ifix Rel 1.0 to track its services with an aim to provide better customer service. BMTC BMTC (Bangalore Metropolitan Transport Corporation), a Govt. of Karnataka Organization that operates the public transport bus service in Bangalore, has completed the evaluation of ifix for immediate deployment of multi-lingual document management functionality DOCU+ across all of its location Technology Solution Partner K E O N I C S ( K a r n a t a k a S t a t e E l e c t r o n i c s Development Corporation Limited) has endorsed & certi ed ifix for deployment within all Govt. of Karnataka organizations as the only tool for digitally enabled IT Service Management.

10 Why ifix? ifix brings in an unmatched, distinct bene ts to your organization. This not only helps to reduce your TCO but establishes a culture of innovation and business value creation which makes your business users and partners happy. As a net result, it makes an impact to improve your C-SAT and to the growth of your business. Differentiation & Uniqueness of ifix Impact to Business Where? #1. Built-in industry best practices Faster ticket creation, Better UX (User Experience), Higher productivity Bottom line #2. No licensing cost. Available for unlimited user base #3. Guaranteed TCO reduction - Built-in Solution Knowledge Database #4. Digital Service Desk (based on Artificial Intelligence) #5. Automation in Ticket Priority Determination Popularizing IT usage by all, Process adoption through IT, Pay as per use based on results User self-service, 30% less ticket to service provider, Lesser cost of IT OP- EX Fully automated service desk triaging, 24x7x365 Live-Chat, Mobile Alarm, Social Media True reflection of business priority, no organizational politics Bottom line Bottom line Bottom line Top line (Org Growth) #6. Real-time solution search Instant solution for repeat cases Bottom line #7. Continuous Knowledge Improvement Hedge against skill attrition & capability loss; enhancing user knowledge Top & Bottom line (Productivity & Cost) #8. Service Management Analytics Improved governance & contract management with service providers Bottom line #9. Escalation Management Improved governance Bottom line #10. Establishing innovation culture New ideas, better CSAT Top line (Business Growth)

11 About STUPA IT Services Private Ltd: Founded in 2015, STUPA IT Services ( is an innovation-led digital service management solution provider organization. The company offers its agship product ifix as a cloud based end-to-end digital service management solution. Additionally, STUPA provides solutions and services in the areas of digital transformation designed to sleek, faster, better and cheaper ways of working. STUPA is a Technology Solution Partner of KEONICS (Karnataka State Electronics Dev Corp Ltd), Govt. of Karnataka and its product "ifix" is certi ed by KEONICS for use in all kind of industries including Govt. of Karnataka organizations. STUPA s solutions and services portfolio includes the following: ifix end to end digital service management solution on cloud/ on premise. Digital Transformation Service SAP Consulting & Development Open Source based complete e-comm Site Development Mobile Apps Dev Digital Marketing Big Data & Analytics Solutions *

12 Stupa IT Services Private Limited Corporate Office Karamuttu Center, No 634, 4th oor, Anna Salai Nandanam, Chennai : Innovation Lab 614, 2nd Floor Chikka Banaswadi Main Road, Bangalore : :