How To Deliver a 5-Star Experience for IoT-Enabled ServicesAnand Akela, Director, Product Strategy and Marketing @aakela

Agenda

• IoT Overview• Breaking down an IoT service• Understanding IoT service delivery challenges• Application Intelligence for IoT

IoT Overview

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Every business is becoming a software businessIoT is at the heart of Digital Transformations

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Retail HealthcareAutomotiveIndustrial

What is a thing?

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Which can be applied to some ”thing” larger

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IoT EcoSystem

Gartner

1

2

3

IoT is more than an end-point/sensor/deviceAnatomy of an IoT Application

v4a

v2

v2.4v3.1

versionsIoT platforms and providers

IoT sensors& devices

ApplicationsNetworkOS

End to End IoT Application

New Rules for IoT Applications

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Many new & varied devices

Many interoperability options (networks,

platforms etc.)

Reliance on cloud

Massive data

MASSIVE COMPLEXITY & SCALE

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Bad news

Breaking down an IoT Service

IoT architecture fundamentals

A A

IoT Endpoint

Hardware+ Software +

Agents

Network

2G3G4G

ZigBee

Consolidation +Customer Mgmt

Device Gateway

Mobile AppBrowser App

Wearable

IoT Platform Management

Device Management

API ManagementOrchestration

3rd Party Systems

APIsAsynchronous transactions

Cloud

IoT transaction fundamentals

A A

IoT Endpoint

Hardware+ Software +

Agents

Network

2G3G4G

ZigBee

Aggregation +Customer Mgmt

Device Gateway

Mobile AppBrowser App

Wearable

IoT Platform Management

Device Management

API ManagementOrchestration

3rd Party Systems

APIsAsynchronous transactions

Cloud

Parking space Check Customer

Parking ServicePayment Payment

Space identified

Understanding IoT Service Delivery Challenges

3rd Party Systems

Experience issues can have multiple causes

A A

IoT Endpoint Network Aggregation +Customer Mgmt

IoT Platform Management

Parking space Check Customer

Parking ServicePayment Payment

Space identifiedInfrastructureApplications

APIsAsynchronous transactions

3rd party

Mobile App

InfrastructureApplicationsNetworkHardware

Applications

3rd Party Systems

Issues lead to the performance blame game

A A

IoT Endpoint Network Aggregation +Customer Mgmt

IoT Platform Management

Parking space Check Customer

Parking ServicePayment Payment

Space identifiedIoT Platform Management

Provider Multiple 3rd partiesTelco

IoT Service ProviderNetwork

ProviderIoT Service

Provider

WAR ROOM

Business data Marketing data Operations data

Current analytics approaches are not suited to IoT needs

Revenue

Churn

New customer growth

Customer preferences

Behavioral information

New feature usage

App performance

Infrastructure performance

3rd party performance

Drop off rates

Loyalty Tiers

Product mix

Revenue per user

Revenue per tier

Issue impact

Geo locations

Mobile usage

Network performance

Browser performance

Database performance

Network carrier performance

How many customers were upgraded to the new release, were impacted and did we lose due to the 3rd party database issue?

Application Intelligence for IoT

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Application Intelligence

See Act Know

SEE End-to-end visibility of business transactions

A A

IoT Endpoint Network Aggregation +Customer Mgmt

IoT Platform Management

3rd Party Systems

Parking spaceCheck Customer

Parking ServicePayment

Payment

Space identified

End User Experience Applications Infrastructure Databases 3rd Party

Act Fast to maintain customer experience

Collaboration & automation

Code problems

Network

3rd party time

Business Transactions

Server time

Understand performance change per release

Avg response time

Alerting & incident management

Runbook automation Virtual war rooms

Business

App Support Team

3rd Parties

Know Application Analytics collects all IoT data

To enable business and operational visibility

Platinum customer

Space taken

Fuel

Service

Traffic

Weather

Reverse light

Oil

Code level issue

Silvercustomer

CRMTime

Light out

Goldcustomer Agent

issues

Update

Databaseissue

Route guidance

Engine problem

Silvercustomer

Code level issue

Code issue

Bookinspection

Fuel level

Speed

Platinumcustomer

Engine issue

Tyre pressure

Traffic check

Log

Know Analyze specific experiences

Geoff Harrop, a platinum customer, has an engine fault that requires a software upgrade. Schedule over the air update.

Platinum customer

Space taken

Fuel

Service

Traffic

Weather

Reverse light

Oil

Code level issue

Silvercustomer

CRMTime

Light out

Goldcustomer Agent

issues

Update

Databaseissue

Route guidance

Engine problem

Silvercustomer

Code level issue

Code issue

Bookinspection

Fuel level

Speed

Platinumcustomer

Engine issue

Tyre pressure

Traffic check

Log

Car ID #

Platinum customer

Engine Fault

Location

Software version

Update SoftwareRequest

Ready for real-time insights

Automatically collected

Fully correlated

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KNOW IoT Intelligence

“What was the total value of gold customers purchasing new features?” $12,491

“Which device is most popular for connecting to our customer app?” iOS iPhone

“What is the breakdown of who is driving our cars at the moment by customer tier?

Majority are bronze customers

“How many new customers have signed up to our service?” 24,776

New user signups

Conclusion

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- Delivering an IoT service is a complex mix of software, hardware, networks and 3rd parties

- Performance issues are difficult to isolate and resolve- For IoT performance success, think:

- See: end-to-end IoT service visibility- Act: resolve emerging issues quickly and

collaboratively - Know: optimize IoT services by analyzing

performance, engagement and value

Thank You@aakela