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Enterprise Service Management – Taking a Paradigm Shift in the Digital Era

Speaker: Subrata Mandal

Chief Advisor

STUPA IT Advisory Council

27th April 2017

Flexible Friendly Forthright

✓ 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

Agenda

Note: ITSM- IT Service Management

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.

Enterprise Service Management (ESM)

IT Services Mgmt(ITSM)

From ITSM to ESM

• Receives organizational IT needs

• Delivers IT services• Applies a process based

approach (D > T >O)

Support the business:• Improve operational

efficiency• Mitigate risk• Facilitate strategic

planning

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

Enterprise benefits through:• Improved productivity• Waste elimination• Higher visibility & control• Employee &/or partner

satisfaction

• 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

What’s Changing?

Challenges?

Integrated Service Management Value ChainWhat the customer wants?

Monitor Health, Capture

Requirements Automatically

1 Insights, Triaging, Self-Service2

Right Expert, On-time,

Transparency3Real-time

Service Analytics4

• Absence of Self help reducing employee productivity • Several manual intervention on the real version of SLA• Limited Service Analytics

• Lack of automation in service management• Fragmented service thru’ multiple applications• Absence of built-in best practice

Multiple hops leading to

multiplicity of issues

What is prevalent?

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)

Emerging Gaps in Service Management

Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation

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)

Introducing iFIX: Enterprise Service Mgmt Solution

ProcessAutomation

Automated Service

Management

AutomatedAnalytics

Do It Yourself

iFIX bridges the gap

iFIX

iFIX is a cloud based Service Management Tool based on IoT, RPA & AI principle

• 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

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 ) DIYArtificial Intelligence (AI) based real-time intelligent

solution provides self-service Do-It-Yourself (DIY) features. Recommends & Resolve faster; Kills recurrences;

Reduce TCO.

DSE ( Digital Service Exchange )Robotic Process Automation (RPA) based technicalplatform through which all service related collaborationhappens. Exchange & Resolve Incidents, Problems,Service Requests, Inquiry.

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

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.

Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation; SaaS- Software as a Service

iFIX: At a Glance

iFIX

iFIX

Xperience Dashboard – Org Service Health at Finger Tips Any Time

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)

10. SMA (Service MgmtAnalytics)

8. IVG (Innovation & Value Generator)

7. TKM (Transition & Knowledge Manager)

6. ECM (Escalation Manager)9. DOCU+ (Document

Manager)

IoT Gateway

UXM(User Experience

Manager)

DSD(Digital Service

Desk)

DSE(Digital Service

Exchange)

RTS(Real Time Solutions)

Do It Yourself

SMA(Service Mgmt. Analytics)

iFIX

Differentiators

Traditional

IT Service Mgmt.+ =

DOCU+ ECM

RPA Agent Collaborative Platform AI based Solution

BIG DATA Engine

AI based Analytics• Descriptive• Predictive• Prescriptive

iFIX: How it works?

Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation; SaaS- Software as a Service, *upcoming module

iFIXACM*

(Agile Change Manager)

(Document Manager) (Escalations Manager)

TKM*

(Transition & Knowledge Manager)

IVG*

(Innovation & Value Generator)

ACM*

(Agile Change Manager)

Any Consumer Application

Any Business Application

Any Product with connectivity

User Experience Dashboard• Web Health• App Health• Device Health• Automated Prescription for

Incidents/ Problems/ Service Request

Cloud Server BIG DATA Platform

AI based Analytics Engine• R Analytics• M/c Learning Languages

How IoT & AI Resolves Industry Challenge thru’ iFIX?

Note: IoT- Internet of Things; AI – Artificial Intelligence

Any Consumer Application

Any Business Application

Any Product with connectivity

IoT Gateway

Incidents Problems Serv Reqst

iFIX: Value Proposition

Lowest TCO Happy Employee

Higher C-SAT

No License Fee Better UI; IoT, AI, RPA Technology

No Infrastructure No Implm. Cost

Industry Best Practice

iFIX is committed to drive business outcome through superior service mgmt experience

SuperiorOutcome

iFIX: Implementation Approach

• Capture service requirements through workshop • Configure iFIX• Migrate existing ticketing data• End User/ Super User/ Resolver Group training• Unlimited User Ids

• Access through mobile • Get alerts & e-mails on ticket status• Chat with Expert• Tag your recognition in social media• Alarms for High Priority Incidents

• 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

1 Week to Go-LiveReady for use/

Ready to migrate

Mobile & Social Enabled

from Day #1

Industry Best Practice As a reference model

Business Scenario

Demo Thru’ iFIX

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

Business Scenario for iFIX Demo

UXM (User

Experience Manager)

Business Users

Business Owners/

Super Users

L2 Service Provider

Team (Int/ext)

L3 Service Provider

Team (Int/ Ext)

L4 Service Provider

(S/W Vendor)

iFIX

DSD

DSE

Ticket Flow F/w Movement Responses/ Collaboration/ Resolution

Scenario #2

Business Scenario for iFIX Demo

UXM (User

Experience Manager)

Business Users

Business Owners/

Super Users

L2 Service Provider

Team (Int/ext)

L3 Service Provider

Team (Int/ Ext)

L4 Service Provider

(S/W Vendor)

iFIX

DSD

DSE

Ticket Flow F/w Movement Responses/ Collaboration/ Resolution

Scenario #5

Thank You!For further info on iFIX: Enterprise Service Management, please contact tsmarketing@jktech.com