Service Automation: Enabling The Self Service Generation - Jan-Willem Middleburg

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Service Automation: Enabling The Self Service Generation

Jan-Willem Middelburg Regional Director, Asia

Pink Elephant

The Service Automation Framework

ITIL defines a Service as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks."

Before We Begin…

§  Brief Overview of Service Automation §  History of Automation §  Digitization of Services 2020

§  The Business Case of Service Automation §  The Self Service Generation

§  The Service Automation Framework §  The ‘Heart’ of Service Automation §  The ‘Brain’ of Service Automation §  The Service Automation Blueprint

§  Service Automation in Practices §  Next steps in setting up Service Automation

Agenda

Mechanical Automation

Electrical Automation

Processing Automation

Process Automation

Waves In Automation

What Is Service Automation?

The Service Automation Definition:

“Service Automation is the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology and concepts in order to systematically exceed user

expectations.”

Service Automation

Service Push vs. Service Pull

THE BUSINESS CASE Why Service Automation?

The Self Service Generation

§  Is used for services that are available 24x7 §  Is focused on User Experience (UX) instead of

customer satisfaction §  Is in charge of his or her own decisions §  Is tech savvy: knows how to use technology

The Self Service Generation

§  The AUTOMATED delivery of SERVICES

Service Automation Means

5 Business Drivers for Service Automation §  By definition, Service Automation facilitates a scalable business model

by which companies can enter new markets more easily and attract new customers

§  Service Automation assists companies to make data-driven decisions based on earlier interactions with users and customers. Frequently, decisions based on facts prove to be more reliable;

§  Service Automation is automatically user central. Services are always designed for user needs, focusing primarily on an optimal user experience

§  The aim of Service Automation is to automate unnecessary manual labor, providing a more cost-efficient service delivery organization

§  And last but not least, by breaking down services into easy-to-understand steps, Service Automation provides a framework for consistently exceeding user expectations. Ultimately, the concept of serendipity management transforms customers into fans

The Business Case For Service Automation

THE SERVICE AUTOMATION FRAMEWORK

How To Design For Automated Services

Serendipity Management •  Serendipity Process

Service Delivery Automation •  Request Process •  Inquiry Process •  Resolution Process •  Upgrade Process •  Feedback Process

Automated Deployment •  Provisioning Process •  Familiarization process •  Fulfillment Process

Technology Service Design

How To Design Automated Services

The User

Service Design: SAF Blueprinting

Demographics:

•  Age

•  Gender

•  City

•  Family

•  Etc.

Psychographics: •  Information •  Content •  Ease of Use •  Privacy Security •  Graphic Style •  Fulfilment

Orientation

Booking

Course Materials

Course Delivery

Evaluation

Booking Confirmation

Invoice

Venue Details

Evaluation Form

Website

LMS Evaluation Tool

Registration Process

Invoicing Process

Evaluation Process

Finance

Marketing

Technology

Platform

Users Service Providers Applications External Services

Technology Integration: Automation

Demographics:

•  Age

•  Gender

•  City

•  Family

•  Etc.

Psychographics: •  Information •  Content •  Ease of Use •  Privacy Security •  Graphic Style •  Fulfilment

Orientation

Booking

Course Materials

Course Delivery

Evaluation

Booking Confirmation

Invoice

Venue Details

Evaluation Form

Website

LMS Evaluation Tool

Registration Process

Invoicing Process

Evaluation Process

Finance

Marketing

Automated Deployment

Automated Service Delivery

Serendipity Management

The Value Of Service Automation

Serendipity Management For KLM

Automating Exceeded Expectations

Transforming Customers Into Fans

Service Automation At Netflix

Enterprise App Stores

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Thank You. Questions?

Jan-Willem Middelburg jw.middelburg@pinkelephant.com

@jwmiddelburg

@theitilexperts

nl.linkedin.com/in/jwmiddelburg

www.slideshare.net/JanWillemMiddelburg

www.pinkelephant.com

Service Automation: Enabling The Self Service Generation - Jan-Willem Middleburg

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