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

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

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Buzz word for today is 'Do It Yourself', yet we find self service solutions not very well adopted in organizations. Today organizations are making huge investments on service desk and technical......

Buzz word for today is 'Do It Yourself', yet we find self service solutions not very well adopted in organizations. Today organizations are making huge investments on service desk and technical resources to ensure timely fulfilment.All of this affects end user experience.
My session will reveal the beauty and benefits of an integrated & automated service fulfilment solution which is definitely one of the key aspects of *"Tomorrow's" *service management implementations.

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  • 1. SUMIT KUMAR JHA Integration & Automation: The Future Of Service Fulfilment
  • 2. - Sumit Kumar Jha -
  • 3. - 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 ITIListheregisteredtrademarkofOGCinUKandothercountries
  • 4. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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
  • 5. - Sumit Kumar Jha
  • 6. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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
  • 7. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Current Market Need www. process-consultant.blogspot.com
  • 8. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com
  • 9. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com
  • 10. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Trends www. process-consultant.blogspot.com 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
  • 11. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Why Self-Service Is Beneficial? www. process-consultant.blogspot.com Improves Customer Experience Reduces Incoming Support Request Reduces Service Desk Cost Fights Customer Attrition
  • 12. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com In all available tools Service Catalogue and Self-Service exists independently; Integrated solution is not available.
  • 13. - Sumit Kumar Jha
  • 14. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment www. process-consultant.blogspot.com THE FUTURE IS OF:
  • 15. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com
  • 16. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Automated Fulfilment Approved requests are automatically fulfilled Both server side and client side (desktop and laptops) fulfilment is possible www. process-consultant.blogspot.com
  • 17. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Achieving Integration & Automation For Service Fulfilment 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 www. process-consultant.blogspot.com
  • 18. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Achieving Integration & Automation For Service Fulfilment 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 www. process-consultant.blogspot.com
  • 19. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment Key Functionalities www. process-consultant.blogspot.com Integrated Self-Service Centralized Request Management Enhanced User Experience Automated Fulfilment Analysis & Reporting 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.
  • 20. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com
  • 21. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com
  • 22. - Sumit K. Jha Integration & Automation: The Future Of Service Fulfilment 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 www. process-consultant.blogspot.com
  • 23. www. process-consultant.blogspot.com sumitkjha@gmail.com www.about.me/sumitkjha