IT Self Service in der Praxis -
Der Infineon Service Store
DI Dr. Günther Hölbling
Service Management Platform (SMP) Team
About me
Team: Service Management PlatformDepartment: IFKL IT OS ESS SMPat Infineon since 2011
Job Responsibilities ▪ Project coordination and development for Matrix42
Service Management Platform and BMC Remedy
▪ Owner of ServiceStore and SpecialServiceAutomation platform
▪ Coordination and implementation of workflow automation and process design
▪ Interfaces of the service management platforms
Educational Background▪ Informatics, PhD (University of Passau Germany)▪ Applied Informatics, Dipl.-Ing. (AAU Klagenfurt)
DI Dr. Günther Hölbling
542020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Main question
What makes the
“Infineon Service Store”
out of the
Matrix42 Service Management Platform
552020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Key drivers for the Infineon Service Store
Infineon Service Store
Infineon itself
Scale
History
Concepts and
Processes
User Interface
Automation
562020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Infineon at a glance
Financials Market Position
Business Segments Employees
897 982 1,208 1,353 1,319
GJ 15 GJ 16 GJ 17 GJ 18 GJ 19
[EUR m]
Europe
18,600
41,400 employees worldwide
(as of Sept. 2019)
Americas
3,900
Asia/Pacific
18,900
37 R&D locations
17 manufacturing locations
Revenue Segment Result Segment Result
margin
17.8%17.1%15.2%15.5%
5,7956,473
7,063 7,599
# 2 # 1
Automotive Power Security ICs
# 2
8,029
16.4%
44%
8%
18%
30%
Automotive
(ATV)
Industrial Power
Control (IPC)
Digital Security
Solutions (DSS)
Power Manage-
ment & Multi-
market (PMM)
Revenue FY 2019
Strategy Analytics,
April 2019
Informa Tech
(former IHS Markit
Technology),
September 2019
ABI Research,
September 2019
572020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Infineon IT overview
Main hubs and their strategic role
The overview does not show all IT sites.
El SegundoInterface to Americas
business KlagenfurtInfrastructure and
technology services
MelakaGlobal captive
IT deliveryBangalore− R&D and SharePoint
(internal)
− Global IT delivery
(external)
SingaporeInterface to Asia Pacific,
Greater China and Japan
business
MunichMain interface to
global business
PortoHub for IT FIN, HR,
PUR and SAP
development services
ShanghaiChina sites support
582020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
On 3 June 2019, Infineon has announced
to acquire Cypress
› Infineon will acquire
Cypress for €9.0 billion
(US$23.85 per share)
› Cypress is a US-based,
global chip manufacturer
with ~6,000 employees,
headquartered in San
Jose, California
› Infineon becomes an even
stronger system solution
leader in high-growth markets
automotive, industrial, IoT
› Higher focus on structural
growth, broader geographic
footprint, more customers,
greater revenue share in
distribution, lower capital
intensity
› Top 10 global semiconductor
player
› Improved value creation
› End of August 2019,
Cypress shareholders
accepted Infineon’s
acquisition offer
› Regulatory and antitrust
approvals ongoing
› Closing of the deal is
expected at the end of the
first calendar quarter 2020
or at the beginning of the
next calendar quarter
What has been decided? What is the outcome? What are next steps?
592020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Key drivers for the Infineon Service Store
Infineon Service Store
Infineon itself
Scale
History
Concepts and
Processes
User Interface
Automation
602020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Service Management@Infineon
Facts and figures
Service offering
~ 800 services
> 80 locations
> 900 support groups
~ 100.000 visitors/month
Order statistics
~ 340.000 Service requests/year
~ 250.000 automated tasks/year
~ 2 MIO Service requests since 2009
IT support split
▪ INC/CHG/PBM:
BMC REMEDY
▪ Service requests:
Matrix42 Service Management
612020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Key drivers for the Infineon Service Store
Infineon Service Store
Infineon itself
Scale
History
Concepts and
Processes
User Interface
Automation
632020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
2016 20192015
2016 20192015Major version upgrade (5.3)
Major version upgrade(8.0.1)
Intro of Automation
Engine
Major version upgrade(8.1.2)
Service Store strategy and roadmap
Introduction of Service
Store
2014
Service Store
SSA
End User Services
Incident / Change / Problem Management
2009 2013IT Specific Services
Migration to UUX
Major version upgrade(9.0.3)
Service Request Management / Automation
2005
642020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Key drivers for the Infineon Service Store
Infineon Service Store
Infineon itself
Scale
History
Concepts and Processes
User Interface
Automation
652020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Overall process – approval and provisioning
Service
Store Web
Service
Order: ORD12322
Bookings: BO1, .. BO3
SOAP/JavaScript
Standard Dialog
Remedy provisioningworkflow
Approval workflow
InfineonService Store
Eventing/URL calls
Service Store IFrame
(embedded customer)
Web Application
Create Order
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Infineon embedded customer
AD Group creation
Windows Server creation
DNS creation / modification
672020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Key drivers for the Infineon Service Store
Infineon Service Store
Infineon itself
Scale
History
Concepts and
Processes
User Interface
Automation
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Evolution of user interfaces of the Infineon Service Stores
< 2009
2009 - 2018
2018 - 2019
> 2019
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Screenshot current UUX setup @ Infineon
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Screenshot current UUX setup @ Infineon
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Screenshot current UUX setup @ Infineon
722020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Screenshot current UUX setup @ Infineon
732020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Key drivers for the Infineon Service Store
Infineon Service Store
Infineon itself
Scale
History
Concepts and
Processes
User Interface
Automation
752020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.
Service Request Automation@Infineon
Facts and figures
Trends
Automation statistics (12 month)
~ 250.000 provision workflow executions
~ 50.000 approval workflow executions
Workflow creation and interfaces
> 210 active workflow definitions
~ 25 Infineon workflow activities
~ 20 systems connected
0
5000
10000
15000
20000
25000
Jun.16 Nov.16 Jun.17 Nov.17 Jun.18 Nov.18 Jun.19 Nov.19 Jan.20
Provisioning Workflows per month
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Hardware self service – Technical view
Order: ORD12322
Bookings: BO1, …
Client Information
Hardware Box Service and
Management
Workflow Automation
Engine
Provisioning Service
Interface to Store
Infineon Service Store
Remedy Interface
1Order
creation
2Approval
Workflow
2
2Check
Availability
1Show
Data
2Check
Conditions
3 Remedy provisioning
7 Update booking status
4 Event
5Workflow
Activation
Interact
5Start
Pick up process5
Reserve
6Pick up hardware (with PIN)
6
Event
6Hardware
Delivered
6 Close Task
7 Book hardware to User
Quite easy – right? ;-)
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Hardware self service – User view
Receive PINPick up
hardwareOpen request via
Service Store
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