SESSION 103 Wednesday, November 1, 10:15am - 11:15am Track: The Futurist

Transcription

1 SESSION 103 Wednesday, November 1, 10:15am - 11:15am Track: The Futurist What Do Uber and Self-Driving Cars Have to Do with the Service Request Catalog? Phyllis Drucker Senior Consultant, Linium phyllis.drucker@linium.com Session Description Uber s app supports a totally new business model in service delivery. Cars are driving themselves. Surely IT can deliver a far more automated self-service experience! This break from the normal approach looks at developing a service request catalog that s as innovative as Uber and as automated as a self-driving car. For larger organizations, this session addresses ways to use new technologies to save millions; for smaller organizations, it provides ways to scale without additional staffing. Speaker Background The author of Service Management Online: Building a Successful Service Request Catalog, Phyllis Drucker is an ITIL Expert and industry leader with more than twenty years of experience as a service management practitioner. As a senior business process consultant for Linium, she provides strategic advice and consulting services on tool implementations. Before joining Linium, Phyllis led the ITIL and PMO implementations at AutoNation, the largest dealership group in the US. Since then, Phyllis has taken her experience to numerous organizations through writing, speaking, training and consulting, helping practitioners grow their skills and knowledge.

2 What do Uber and Self Driving Cars Have to do with the Service Portal? Meet Today s Presenter: Phyllis Drucker Senior Consultant, Linium Phyllis can be reached by at: phyllis.drucker@linium.com or MSITSM

3 Disruptive Ideas Transform Business IoT to unleash value equivalent of 11% of World GDP How will you transform your business? IOT-Mapping value beyond the hype; Mckinsey Global Institute, June 2015

4 Bosch is building a $1.1 billion self-driving and smart city chip plant By Darrell Etherington (@etherington), TechCrunch Chips will power: Self-driving cars Smart homes Smart city infrastructure Intel is invested in the same market, continuing to drive IoT, IIoT development. Internet of Things Industrial Internet of Things

5 Internet of Things The Future is Now What IoT is: Machines/devices (things) collect, transmit and analyze data, AI makes decisions to act by instructing humans or other machines to perform a certain task Internet of Things is already here and transforming our world What IoT is not: Systems that heavily depend on humans for inputs, analysis or decision making are typically not considered IoT systems Why IoT: Connected devices greatly enhance the speed, efficiency and accuracy of the decision making process IoT Logical Architecture COLLECT TRANSMIT STORE ANALYZE ACT Temperature Bluetooth Algorithms Pressure Position Wifi Cloud Analysts Send Instructions to Machine or Workforce Motion Machine RFID Cellular Infrastructure Connect with Customers

6 How IoT Devices are changing business, today. Gain real-time awareness of your all physical workflows for your enterprise Understand foot traffic in retail stores Dynamic balancing of assembly lines. Align with Industry 4.0 framework How IoT Devices are changing business, today. Disney MagicBands supply data on park and ride attendance levels (capacity management), customer spend and general traffic patterns.

7 How IoT Devices are changing business, today. Lufthansa combines maintenance/repair data with weather sensors, airport traffic monitoring and other sensor-driven technologies to predict routes and improve on-time performance. Bots chatbots it s raining bots

8 Bots: The Future is Now What is a bot? Internet bot or web robot Software applications that works with Artificial Intelligence to run tasks What can bots do? Shop, find restaurants, make reservations Act as a personal assistant Why bots: Bots, combined with IoT supply the full round trip They deliver the action after IoT detects an input and AI analyzes it They can also act as the input and the delivery mechanism (think Amazon Echo, Google Home). How IoT and bots are changing business, today. Interactive web intelligence that behaves like humans can do anything from providing information or taking orders.

9 How bots are changing business, today. Amazon s search bot enables Alexa to go shopping for you How bots are changing business, today. GetInsured: Answers questions and sells insurance Epytom Stylist: Provides style tips and daily looks Whole Foods: Provides recopies based on peoples orders Domino s Pizza: Takes orders, provides customer service 1800FLOWERS: Takes orders Source: 5-ways-to-use-facebook-messenger-bots-for-business/

10 How IoT and bots are changing business, today. Supply Chain & Logistics Alert when a critical part fails in the field Real-time inventory management. Automate check in/out for parts Optimize delivery by dynamic reassigning of tasks amongst delivery trucks Automated re-ordering of parts based on inventory trigger levels (electronic Kanban) Determine nearest available location for parts needed Industrial Dynamic re-balancing of assembly lines Real-time inventory management Automated schedule and shift management Automated Capacity Management Proactive Constraint Management Predictive Maintenance to reduce downtime Constant Environment Management for comfort and safety How IoT and bots are changing business, today. Retail Indoor GPS to take customers directly to the product of interest Highly customized offers based on customer, location and time Understand customer movement and behavior within a store Recognize high value customers and quickly assign sale staff and promotions Promote new products to customers with highest appeal Hospitality Track VIP clients. Welcome them at the door as they approach the venue Automated check in/out Customized offerings and targeted complimentary services for clients based on time, place and location of client Monitor and manage staff within the building for maximum productivity

11 Indicative Use Cases (2 of 2) How IoT and bots are changing business, today. Field Service Remotely monitor sites that are difficult to access Diagnose performance and failure of critical parts Inventory Management in service vans, warehouses, and customer sites Optimize by assigning the right technician (or sometimes the nearest one) to the service required Manage escalations Empower technicians to offer ancillary services like part sales, preventative maintenance, etc. Campus/Building Management Understand and manage foot traffic flow Track and manage housekeeping and other support staff Monitor the environment for comfort and safety Manage cafeteria demand with alerts when full, specials when empty Scan for available parking spots and navigate customers and employees accordingly Enhance security by ensuring that security staff is performing the necessary patrols Indicative How IoT and Use bots Cases are (2 of changing 2) business, today. Healthcare > Locate patients, nurses, doctors and other staff in the hospital > Bed management enhancements with Automated check in/out > Monitor patients vital signs > Minimize readmission rate by remote patient monitoring following discharge > Minimize OR delay times by maximizing room turnover > Indoor GPS to assist patients and visitors with navigation in the building > Track mobile equipment and maximize utilization > Re-assign services to minimize waiting > Improve efficiency for ancillary services, pharmacy work flow, etc. How could the IoT and bots change YOUR business?

12 So what has this got to do with the Service Portal? Use Bots for Live Chat, automatically log the ticket at the end of the interaction

13 Use bot-friendly devices like the Amazon Echo/Dot or Google Home or smart phone assistants like Siri, Cortana to update users and technicians (right from their car or at home on their couch) Use IoT devices to automatically log tickets, using Dash buttons and sensors, display known incidents in the service portal, Then use bots to interact with the customer if escalation may be needed Hi Rachel, can I help with any of these issues? Yes, all the printers are down on 5! OK, I ll ask someone to look at getting at least one up quickly. inters are down on the 3 rd and 5 th floors, click here to see which ones Hot offices on 4 have been reported..

14 Use bots to search facilitate self-resolution and provide information for Incident Management. Use the Affected Item Configuration item to search for related incidents and display them to your customer Use them to automate the incident logging process, providing tips and asking questions based on user interaction, achieving self-resolution Fulfill requests automatically: Perform mass changes to personnel data (for HR), onboarding or seasonal layoffs, account creation, report requests and more

15 Other So Ways what Bots has and IoT this Support got the to do Enterprise with the Service Portal? Log an incident when a printer needs service, either automatically or with an IoT button Deliver toner and paper with the touch of a button Enable smart conference rooms that enable users to alert IT if they need help Dispatch field service technicians automatically Log an incident and alert Facilities if computer room conditions fall below targets Other So Ways what Bots has and IoT this Support got the to do Enterprise with the Service Portal? Trigger service ticket when the temperature or lighting of a room is outside of control limits Generate heat maps to visualize temperature distribution and provide energy savings Manage housekeeping and building support staff more effectively

16 Key Take Aways > Disrupt business as usual with innovation. > Embrace new technology within IT and outside of IT. > Take your portal mobile and use it as the interface between IoT, bots and your end users. Key Take Aways for Portal / Request Catalog Design > Think Amazon: make it a 1-stop shop > Focus on the user experience and make it great > Push information to your end users as much as possible. > Gather feedback in every way you can.

17 Getting There Engage the right stakeholders Determine the vision for your portal Select IoT, IIoT and Bot opportunities Implement improvements Get customer feedback Create a small pilot Extend to all users Expand scope Be disruptive! Information to to Get You Started IOT Webinar: Self-service: For Service Portal help, don t forget my book in the Fusion bookstore

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