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iFIX– Next Generation Enterprise Service
Management Tool,
Innovative & Disruptive Thought through,
enabled by IoT, RPA & AI
Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation
iFIX At A Glance: 10 Modules Brings in End2End Integrated Service Mgmt
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)
Service Management: Taking a Paradigm Shift in Digital Era
Integrated Service Management Value ChainWhat the customer wants?
Monitor Health, Capture Reqmnts
Automatically1 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?
Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation
Emerging Gaps in Service Mgmt:
• 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
ProcessAutomation
Automated Service
Management
AutomatedAnalytics
Do It Yourself
iFIX bridges the gap
iFIX
iFIX is a cloud based next generation Service Management Tool based on IoT, RPA & AI principle
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 Soln
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
iFIX
(Document Manager) (Escalations Manager)
TKM*
(Transition & Knowledge Manager)
IVG*
(Innovation & Value Generator)
ACM
(Agile Change Manager)
iFIX: Value Proposition
Lowest TCO Happy Employee
Higher C-SAT
No License Fee Better UI, IoT, AI, RPA Technology
No Infra; No Implm. Cost
Industry Best Practice
iFIX is committed to drive business outcome through superior service mgmt experience
SuperiorOutcome
iFIX: Deployment 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
Addressable Areas iFIX ApproachBenefits Domain
• Cost Savings
• Productivity
• Efficiency
• Contract Governance
• No License Fee - Available for unlimited user – mass adoption of IT
• No infrastructure cost, No implementation cost
• Outcome based Pricing Model -Guaranteed TCO reduction of >30%
Commerce Strength
• Process best practice• KPI & SLA best practice• Analytics best practice
Industry BestPractice Built-In
Technical Stability & Scalability
• Robust Technology – IoT, AI & RPA based f/w
• Cloud based SaaS Model• Social & Mobile enabled• On-Demand availability
• Scalable architecture & infrastructure• No operational challenge to the customer• Social collaboration features • Mobile use on the go – Alerts , Alarms &
execution
• >10% productivity gain/ Year • >30% improvement in resolver
group efficiency• Better contract negotiation with
service providers
• 1 million+ error types coverage in all major applications
• Real time Solution with Do-It-Yourself• Integrated Document Mgmt & Escalation
Mgmt• Better people mgmt – hedge for attrition
& capability development
• IoT, Automation, Intelligence based execution – Zero Defect
• 100+ Man-Years of experience built into the tool
• AI driven descriptive, prescriptive & predictive analytics Dashboards
• ITIL compliant, 100% service management process coverage
• Deploy & Adoption in 1 week• Better User Interface – No training
required• Stable tech platform (Open Source)
with IoT, AI & RPA framework to drive efficiency
iFIX: Benefits Explanation
Business Scenario for iFIX Demo
Scenario #1: User Experience Manager (UXM)
Experience DashboardService Health Monitoring (App/Device)
Hot-Warm-Cool (HWC) Zone of Your Business
User Experience Dashboard• Web Health• App Health• Device Health• Automated Prescription for
Incidents/ Problems/ Service Request
Cloud Server AI based Analytics Engine
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
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 #3
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 #4
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