Sumit Kumar Jha, Integration & Automation: Future of Service Fulfilment

SUMIT KUMAR JHA

Integration & Automation:

The Future Of Service Fulfilment

- Sumit Kumar Jha -

- Sumit K. Jha

Integration & Automation: The Future Of Service Fulfilment

About Me

Professional Background

Over 14 years of experience in IT & Service Management Consulting

Senior Consultant, Tech Mahindra, India

Entrepreneur for approx 5 years

Speaker at various Expert Forums

Educational Background

ITIL® V3 Expert and ITIL® V2 Service Manager Certified

Certified Process Professional Master ®

PRINCE2® Practitioner

PROZM® Certified Hardware Asset Management Professional

PROZM® Certified Software Asset Management Professional

Six Sigma Green Belt Certified

M.S. (Consultancy Management), Gold Medalist - BITS, Pilani

B.E. (Electronics)

Publications

Book titled ‘Tackling Roadblocks During IT Implementation’ (ISBN: 9788192043302)

Articles published online

Blog: www. process-consultant.blogspot.com

www.about.me/sumitkjha

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- Sumit K. Jha


Session Overview

An overview

Overview

Key Issues At Service Desk

Trends

Why Self-Service Is Beneficial?

The Future

INTELLIGENT Service Catalogue

Automated Fulfilment

Achieving Integration & Automation For Service Fulfilment

Key Functionalities

Benefits – INTELLIGENT Service Catalogues

Benefits – Automated Fulfilment

- Sumit Kumar Jha

- Sumit K. Jha


Today’s World

www. process-consultant.blogspot.com

Today’s World is of... Self-Service... Self-Help...

Do-It-Yourself

Do-It-Yourself

Do-It-Yourself

http://www.photos.com/stock-illustrations/woman-filling-automobile-with-gasoline-grouped-elements/88343718?q=eJx1kLFuxDAIhnc_hXV7XiBzl26ndqwqxNkksc42kcHq5e2Lm7bq0skG_h_4mKbJOyFsYQOlVmT2bvLLvKJ4UdTE1dnbFCIqWZFq_PkGztyGAbNZqyUhxRHvxHseCvMlUahYaOS5JapnUwvf3p2jR8g9EtQekx6zv2jrdHHSbxJa2ocSuOZjNG0ce1DgZaGW6npuet1YWa65y-sfj0sFV4JCMSHosdMpfs6m03ZSVVbQjYTgg1sUWBLlaBtcjKvY-g-40zFKv3fZesEKjTDiLRP8JxO2a42hs386DD2FF6z3b9QvygHpPgEb1ok3&slot_number=95&item_total_count=1037&item_count=60&search_within=true

- Sumit K. Jha


Current Market Need


- Sumit K. Jha


Overview

Users need to create a ticket for:

Issues they face

Services they need to avail

Information they need

Ticketing tool implementations should automatically differentiate between an incident

and a service request

Most organizations have implemented self-service, also referred to as self-help

In many cases implementations are not effective since:

Tools were poorly implemented

Organizations considered self-service as a mean of eliminating customer interaction

Implementation followed ‘Inside-Out’ approach

Self-service interactions were not monitored and/or analyzed

Self-service behavior could not be garnered as an organization culture


- Sumit K. Jha


Key Issues At Service Desk

High number of support requests; Support department is over worked

Poor customer satisfaction levels

Enforcing Self-Service

Monitoring and measuring Self-Service

Wrongly created support tickets (Service Request as Incident and vice-versa)

High support cost

Staffing and training

Others


- Sumit K. Jha


Trends


CUSTOMER DESIRE SELF-SERVICE “83% of consumers said they would follow pro-active notification instructions, rather than call the Service Desk.”

– Amdocs

SELF-SERVICE MARKET IS GROWING “Fuelled by customer demand, organizations are escalating their web self-service deployments as they see the cost saving and productivity benefits of offering non-voice channels.”

– Gartner

SELF-SERVICE MAKES FINANCIAL SENSE “Revenue for web self-service is reported at over $1bn – the market is expanding by an average of over $100m a year.”

– Gartner

DIVIDENDS OF AUTOMATED FULFILMENT “Optimizing the traditionally people-resource intensive process of request Fulfilment can pay massive dividends.”

- Forrester Research

FUTURE IS AUTOMATED FULFILMENT “Sustain service management and automation funding. The future of IT is highly automated service Fulfilment and adaptation.”

- Forrester Research

- Sumit K. Jha


Why Self-Service Is Beneficial?


Improves Customer Experience

Reduces Incoming Support Request

Reduces Service Desk Cost

Fights Customer Attrition

- Sumit K. Jha


Available Solutions

Every Service Management tool has a Service Catalogue and Self-Service Portal

Major players include:

BMC

HP

CA

ServiceNow

Others

COTS lacks an integrated solution

No evidence of an integrated solution development and deployment by System

Integrators

Automation of fulfilment is dependent on the maturity of the organization


In all available tools Service Catalogue and Self-Service exists independently; Integrated solution is not available.

- Sumit Kumar Jha

- Sumit K. Jha



THE FUTURE IS OF:

- Sumit K. Jha


INTELLIGENT (SMART) Service Catalogue

Provides a very user friendly Service Catalogue

Ensures effective differentiation between service requests and incidents

Integrates Self-Service with Service Catalogue

Enforces Self-Service while positively impacting user/customer satisfaction

Service Catalogue searches the knowledge base to identify a solution for the service that user

wants to avail

Prompts the user with a solution for Self-Service

E.g.: A software installation can be directly initiated if user wants to use Self-Service

User can decide to ignore the prompted solution and proceed with ticket creation


- Sumit K. Jha


Automated Fulfilment

Approved requests are automatically fulfilled

Both server side and client side (desktop and laptops) fulfilment is possible


- Sumit K. Jha



Integration – Level 1: Enforcing Self-Service

Customization required in Service Request Management or Request Fulfilment tool

Self Service module should be referred/called

Knowledge base is to be searched for a relevant solution

User has to be prompted with the solution

If user opts for prompted solution, automated fulfilment is triggered

If not then normal course of request Fulfilment followed


- Sumit K. Jha



Integration – Level 2: Automated addition of services to catalogue

Add a new service to Service Catalogue automatically post change approval

Integration – Level 3: Integration with automation tools for automated fulfilment

Integration required with:

Orchestration tools

Server side automation tools

Client side automation tools

Network side automation tools


- Sumit K. Jha


Key Functionalities


Integrated Sel f -Service

Central ized Request Management

Enhanced User Exper ience

Automated Ful f i lment

Analysis & Report ing

Solution should enforce

Self-Service and must be

integrated within ticket

creation process; Should

prompt a ‘Do-It-Yourself’

resolution.

Solution should be ‘One-

stop shop’ for business

users to request services

from IT, Finance, HR and

others departments.

Easy to navigate GUI must

simplify ticket creation for

the user. Solution should

distinguish between

incident and service

request.

Should minimize human

intervention, reduce

errors and radically cut

Fulfilment time through

server & client side

automation.

Analytics feature must

ensure effective monitoring,

measurement and reporting

on effectiveness of Self-

Service and automated

Fulfilment.

- Sumit K. Jha


Key Benefits – INTELLIGENT Service Catalogue

INTELLIGENT or SMART Catalogue can ensure over 50% reduction in Service Desk calls

thereby:

Reducing call wait time for your users

Improving productivity of Service Desk

Better First Time (or Contact) Resolution

Providing faster turnaround for user requests

Reducing support cost


- Sumit K. Jha


Key Benefits – Automated Fulfilment

Automated Fulfilment ensures over 40% reduction in fulfilment tasks of technical teams

thereby:

Freeing technical teams from mundane tasks and making them available for core support

activities

Providing faster fulfilment of user requests

Reducing support cost

Improving productivity of the support staff


- Sumit K. Jha


Other Benefits

Other key benefits:

Improved customer experience

Better CSAT

Reduces customer attrition

Reduces cost of training

Enable maturity and evolution of service desk role profile

Level 1 can take additional responsibilities of troubleshooting and isolation of issues to the

component level



[email protected]

www.about.me/sumitkjha

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Sumit Kumar Jha, Integration & Automation: Future of Service Fulfilment