Enterprise Service Management Taking a Paradigm Shift in the Digital Era

Transcription

1 Copyright 2017 STUPA IT Ltd. All Rights Reserved. Enterprise Service Management Taking a Paradigm Shift in the Digital Era Speaker: Subrata Mandal Chief Advisor STUPA IT Advisory Council 27 th April 2017 Flexible Friendly Forthright

2 Note: ITSM- IT Service Management Agenda What is Enterprise Service Management (ESM)? From ITSM to ESM What s changing? Challenges? Emerging gaps in ESM Introducing ifix to move over from ITSM to ESM with a value based competitive edge ifix value propositions

3 Enterprise Service Management (ESM) Enterprise Service Management (ESM) is the application of service management principles to all the areas (Depts, Functions or Business Process Areas) of an organization including its partners.

4 From ITSM to ESM IT Services Mgmt (ITSM) Receives organizational IT needs Delivers IT services Applies a process based approach (D > T >O) Enterprise Services Mgmt (ESM) Apply the concept of ITSM to fulfil all the service needs of an organization Cross departmental Across the partners Use similar materials, tools & expertise Support the business: Improve operational efficiency Mitigate risk Facilitate strategic planning Enterprise benefits through: Improved productivity Waste elimination Higher visibility & control Employee &/or partner satisfaction

5 What s Changing? Enterprise users anytime anywhere, on the go Partner ecosystem users and extended users Collaboration interconnected applications No time for logging service requests/issues faced Expectation on automatic resolution Real time service health dashboard

6 Challenges? What the customer wants? Integrated Service Management Value Chain 1 Insights, Monitor Health, Capture Requirements Automatically 2 Triaging, Self-Service Right Expert, On-time, 3Transparency 4 Real-time Service Analytics What is prevalent? Multiple hops leading to multiplicity of issues Lack of automation in service management Fragmented service thru multiple applications Absence of built-in best practice Absence of Self help reducing employee productivity Several manual intervention on the real version of SLA Limited Service Analytics

7 Emerging Gaps in Service Management Emerging Gaps in Service Management Outcome-centric, Cloud based, mobile-enabled solution Automatic fault detection to resolution (Zero touch resolution) Persona driven, 24x7 Web & App productivity (Zero downtime) Tool-driven Ideation & Innovation culture Collaboration framework for Process Knowledge enhancement Speed-boat like change delivery Fully automated service analytics (Descriptive, Predictive, Prescriptive)

8 Introducing ifix: Enterprise Service Mgmt Solution Emerging Gaps in Service Management ifix bridges the gap Outcome-centric, Cloud based, mobile-enabled solution Automatic fault detection to resolution (Zero touch resolution) Persona driven, 24x7 Web & App productivity (Zero downtime) Tool-driven Ideation & Innovation culture Collaboration framework for Process Knowledge enhancement Speed-boat like change delivery Fully automated service analytics (Descriptive, Predictive, Prescriptive) Automated Service Management Do It Yourself ifix Process Automation Automated Analytics ifix is a cloud based Service Management Tool based on IoT, RPA & AI principle Note: IoT- Internet of Things; AI Artificial Intelligence; RPA Robotic Process Automation

9 ifix: At a Glance ifix A service management software based on IoT, AI & RPA principle to address the emerging service needs A cloud-based Tool with built-in design automation that works in SaaS model ITSM (Traditional IT Service Mgmt.) Traditional ITSM for Managed Services, App & Infrastructure Support, ITO & BPO. Document Mgmt. (DOCU+); Escalation Mgmt. (ECM) and all associated ITSM functionalities SMA ( Service Mgmt. Analytics ) Artificial Intelligence (AI) based Descriptive, Prescriptive & Predictive Analytics provides online, real-time service KPIs. Improves in-house efficiency, service provider efficiency, better contract mgmt. RTS ( Real Time Solution ) DIY Artificial Intelligence (AI) based real-time intelligent solution provides self-service Do-It-Yourself (DIY) features. Recommends & Resolve faster; Kills recurrences; Reduce TCO. ifix UXM ( User Experience Manager ) Internet of Things (IoT) and Artificial Intelligence (AI) based technical solution for automatic fault detection & analysis. Capture, Read, Understand & Analyze data; Derive the Decision Models for business use. DSD ( Digital Service Desk ) Robotic process automation (RPA) based technical solution, works between receiver and provider org. Coordinate, find, route & assign the service requirements to appropriate authority automatically. DSE ( Digital Service Exchange ) Robotic Process Automation (RPA) based technical platform through which all service related collaboration happens. Exchange & Resolve Incidents, Problems, Service Requests, Inquiry. Note: IoT- Internet of Things; AI Artificial Intelligence; RPA Robotic Process Automation; SaaS- Software as a Service

10 Xperience Dashboard Org Service Health at Finger Tips Any Time

11 10 Modules Brings in End2End Integrated Service Management 1. UXM (User Experience Manager) 2. DSE (Digital Service Exchange) 3. DSD (Digital Service Desk) 4. RTS (Real Time Solution) 5. ACM (Agile Change & Release Manager) 6. ECM (Escalation Manager) 9. DOCU+ (Document Manager) 8. IVG (Innovation & Value Generator) 10. SMA (Service Mgmt Analytics) 7. TKM (Transition & Knowledge Manager)

12 ifix: How it works? BIG DATA Engine SMA (Service Mgmt. Analytics) AI based Analytics Descriptive Predictive Prescriptive RPA Agent Collaborative Platform AI based Solution Any Consumer Application Any Business Application Any Product with connectivity IoT Gateway UXM (User Experience Manager) ACM* (Agile Change Manager) DSD (Digital Service Desk) ifix Differentiators DSE (Digital Service Exchange) Traditional + IT Service Mgmt. = RTS (Real Time Solutions) Do It Yourself ifix DOCU+ ECM TKM* IVG* ACM* (Document Manager) (Escalations Manager) (Transition & Knowledge Manager) (Innovation & Value Generator) (Agile Change Manager) Note: IoT- Internet of Things; AI Artificial Intelligence; RPA Robotic Process Automation; SaaS- Software as a Service, *upcoming module

13 How IoT & AI Resolves Industry Challenge thru ifix? Incidents Problems Serv Reqst Any Consumer Application IoT Gateway Cloud Server BIG DATA Platform AI based Analytics Engine R Analytics M/c Learning Languages Any Business Application Any Product with connectivity User Experience Dashboard Web Health App Health Device Health Automated Prescription for Incidents/ Problems/ Service Request Note: IoT- Internet of Things; AI Artificial Intelligence

14 ifix: Value Proposition No License Fee Better UI; IoT, AI, RPA Technology No Infrastructure No Implm. Cost Industry Best Practice Lowest TCO Happy Employee Higher C-SAT ifix is committed to drive business outcome through superior service mgmt experience Superior Outcome

15 ifix: Implementation Approach 1 Week to Go-Live Ready for use/ Ready to migrate Capture service requirements through workshop Configure ifix Migrate existing ticketing data End User/ Super User/ Resolver Group training Unlimited User Ids Mobile & Social Enabled from Day #1 Access through mobile Get alerts & s on ticket status Chat with Expert Tag your recognition in social media Alarms for High Priority Incidents Industry Best Practice As a reference model Use industry standard SLA Refer 1 Mn+ Appln error (SAP, Oracle, M/Soft, SFDC, Pega,.) Monitor progress thru SLA Meter Do-It-Yourself using Real Time Solution (RTS) from Day #1 Escalate thru ifix

16 Business Scenario Demo Thru ifix

17 Business Scenario for ifix Demo Scenario #1: User Experience Manager (UXM) Experience Dashboard Service Health Monitoring (App/Device) Hot-Warm-Cool (HWC) Zone of Your Business Demo thru ifix

18 Business Users UXM (User Experience Manager) Scenario #2 ifix DSD DSE Business Scenario for ifix Demo L2 Service Provider Team (Int/ext) L3 Service Provider Team (Int/ Ext) Business Owners/ Super Users L4 Service Provider (S/W Vendor) Ticket Flow F/w Movement Responses/ Collaboration/ Resolution

19 Business Users UXM (User Experience Manager) Scenario #5 ifix DSD DSE Business Scenario for ifix Demo L2 Service Provider Team (Int/ext) L3 Service Provider Team (Int/ Ext) Business Owners/ Super Users L4 Service Provider (S/W Vendor) Ticket Flow F/w Movement Responses/ Collaboration/ Resolution

20 Thank You! For further info on ifix: Enterprise Service Management, please contact