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Tying Automation to Your Lines
of Business
November 2015
Craig Kirkeide
2 Property of Automic Software. All rights reserved
Agenda
+ How Can you Achieve This – The Automation Platform
+ Use Case...
3 Property of Automic Software. All rights reserved
Most Processes can Benefit from Automation
4 Property of Automic Software. All rights reserved
Automation Engine
The Automic Automation Platform
Templates Blueprints...
5 Property of Automic Software. All rights reserved
The Enterprise Control Center – Quick and Easy Self Service
5
• Quickl...
6 Property of Automic Software. All rights reserved
• Project to drive-up attendance through
social media contact when tic...
7 Property of Automic Software. All rights reserved
Acquiring the Data
Right Time, Theater Operational Health, Automating ...
8 Property of Automic Software. All rights reserved
Taking Action on the Data
8
9 Property of Automic Software. All rights reserved
Example Outcome of the Campaign
10 Property of Automic Software. All rights reserved
Use Case 2: Automating Commercial Finance Process
• Collect informati...
11 Property of Automic Software. All rights reserved
Collecting Information Process
FTP
Monitoring FTP Server
Monitoring E...
12 Property of Automic Software. All rights reserved
© Automic. All rights reserved.
• People often think that to automate...
13 Property of Automic Software. All rights reserved
New Mobile Operator Customer Onboarding
Several days to onboard a cus...
14 Property of Automic Software. All rights reserved
• Profile / address check
(incl. De-duplication)
• Credit history che...
15 Property of Automic Software. All rights reserved
30%
fewer
Customer operation
back office staff 3.5 min
Reduced servic...
16 Property of Automic Software. All rights reserved
• Major storm causes a complete
overload of customer call center
• Pr...
17 Property of Automic Software. All rights reserved
Mobile Alerting Platform
Event Processing &
Automation
Subscription
&...
18 Property of Automic Software. All rights reserved
Automic Integrates and Controls the Process End-to-End
Trigger
Outage...
19 Property of Automic Software. All rights reserved
Customer Outcome
30%
Reduction of
normal level in-
bound calls and
re...
20 Property of Automic Software. All rights reserved
• Employee Access Control System is responsible for
– Permit or rejec...
21 Property of Automic Software. All rights reserved
• Reminds managers and employees when a training or certification nee...
22 Property of Automic Software. All rights reserved
• The employee protection board specifies a minimum number of first a...
23 Property of Automic Software. All rights reserved
• Have to prove IT DR Continuity has
been planned for
• Need to test ...
24 Property of Automic Software. All rights reserved
Primary Site Failover SitePeople Process Tools
Storage
Admin
Runbooks...
25 Property of Automic Software. All rights reserved
Customer’s Management Dashboard
List of Services RTO RPO Last drill
p...
26 Property of Automic Software. All rights reserved
Provides metrics to evaluate the SLA
Quality of
Service and
Capacity
...
27 Property of Automic Software. All rights reserved
• The replenishment process includes dozens of shops with a total rev...
28 Property of Automic Software. All rights reserved
• All steps of the replenishment process were implemented in Automic
...
Tying Automation to the Line of Business
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Tying Automation to the Line of Business

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Tying Automation to the Line of Business

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Tying Automation to the Line of Business

  1. 1. Tying Automation to Your Lines of Business November 2015 Craig Kirkeide
  2. 2. 2 Property of Automic Software. All rights reserved Agenda + How Can you Achieve This – The Automation Platform + Use Case 1: Social Media Automation Drives Revenues + Use Case 2: Automating Commercial Finance Process + Use Case 3: Automate the Green Screen + Use Case 4: Outage Alerting and Customer Communication + Use Case 5: Intelligent Employee Access Control System + Use Case 6: Disaster Recovery Planning + Use Case 7: Advantages of a centralized automation solution
  3. 3. 3 Property of Automic Software. All rights reserved Most Processes can Benefit from Automation
  4. 4. 4 Property of Automic Software. All rights reserved Automation Engine The Automic Automation Platform Templates Blueprints Action Packs Domain-specific, re-usable workflows Platform-independent Open Scripting Native and open scripting environment PackageManager Centrally store & version solution components ECC Plug-ins Customizable GUI API/ Web Service SDK Industry’s most comprehensive development kit OOTB Agents Custom Agents Stateful integrations with 3rd party Apps Adapters Stateless connection with 3rd party technologies 4
  5. 5. 5 Property of Automic Software. All rights reserved The Enterprise Control Center – Quick and Easy Self Service 5 • Quickly Enable Business Users • Easy to setup and Secure • No Advanced Training Required
  6. 6. 6 Property of Automic Software. All rights reserved • Project to drive-up attendance through social media contact when ticket sales were below target • Campaigning on – Twitter – Facebook – SMS (Registered Users) – E-Mail (Registered Users) Use Case 1: Social Media Automation Drives Revenues
  7. 7. 7 Property of Automic Software. All rights reserved Acquiring the Data Right Time, Theater Operational Health, Automating the Social Media Feeds
  8. 8. 8 Property of Automic Software. All rights reserved Taking Action on the Data 8
  9. 9. 9 Property of Automic Software. All rights reserved Example Outcome of the Campaign
  10. 10. 10 Property of Automic Software. All rights reserved Use Case 2: Automating Commercial Finance Process • Collect information from internal and external parties • Adding the collected information to the decision process • Streamline and automate decision process
  11. 11. 11 Property of Automic Software. All rights reserved Collecting Information Process FTP Monitoring FTP Server Monitoring Email Inbox Read EMail Extract Attachm. Copy File Create Backup Dir Move to Backup Copy File Automic Noti- fication Consol- idation
  12. 12. 12 Property of Automic Software. All rights reserved © Automic. All rights reserved. • People often think that to automate with the platform it must be batch! • Business processes may span manual activity of users that can be automated • Business processes will need to keep the user as part of the process – just remove the pain Use Case 3: Automate the Green Screen
  13. 13. 13 Property of Automic Software. All rights reserved New Mobile Operator Customer Onboarding Several days to onboard a customer end-to-end Over 60 staff members involved to perform manual tasks Customer signs contract with mobile operator 1 Customer information is collected in an xls file 2 • Profile / address check (incl. De-duplication) • Credit history check • SIM card registration • Rate plan assignment • Mobile number porting (if applicable) • Hardware order placement (if applicable) Routine processes are performed semi-automatically (e.g. rate plan assignment) 4 Other OSS / BSS systems People or siloed tools transfer the data into various systems 3 ERP/CRM system (e.g. Siebel) Billing/ Invoicing system (e.g. …) Porting & Subscriber Services system (e.g. …) Customer is able to activate his/her phone 5 Arrrrgh - this took forever!!
  14. 14. 14 Property of Automic Software. All rights reserved • Profile / address check (incl. De-duplication) • Credit history check • SIM card registration • Rate plan assignment • Mobile number porting (if applicable) • Hardware order placement (if applicable) Routine processes are performed semi-automatically (e.g. rate plan assignment) 4 Service delivery time reduced by more than 95% Substantial end-to-end efficiency increase (50 fewer staff needed) New Mobile Operator Customer Onboarding ✓ ✓ Customer signs contract with mobile operator 1 Customer information is collected in an xls file 2 Other OSS / BSS systems People or siloed tools transfer the data into various systems 3 ERP/CRM system (e.g. Siebel) Billing/ Invoicing system (e.g. …) Porting & Subscriber Services system (e.g. …) Customer is able to activate his/her phone 5 Wow, that was fast!
  15. 15. 15 Property of Automic Software. All rights reserved 30% fewer Customer operation back office staff 3.5 min Reduced service delivery time from 2 hours to 50 fewer Staff involved in executing one of the customer facing process Automating this Process Meant
  16. 16. 16 Property of Automic Software. All rights reserved • Major storm causes a complete overload of customer call center • Project created to engage customers, improve customer experience and reducing impact to call center Use Case 4: Outage Alerting and Customer Communication
  17. 17. 17 Property of Automic Software. All rights reserved Mobile Alerting Platform Event Processing & Automation Subscription & Reporting Communications Customers • Real-time Data Stream Mgmt. • Error, Pattern Detection & Decision Making • Trigger Communication • Transparency & Compliance • Root Cause Analysis • Customer Self Service • Subscription Management • Customer Feedback • Cross-Media Altering & Communication • Emergency Communication • Spam Management Data Sources • Billing • Outage • Smart and Legacy Metering System • Credit and Usage Threshold • ... Mobile Alerts Project – Solution Overview
  18. 18. 18 Property of Automic Software. All rights reserved Automic Integrates and Controls the Process End-to-End Trigger Outage Alert Select / Prep Customer- list Send Outage Alerts Update ServiceNow Billing DWH/BI SAG EMB … Collect & Report Customer Feedback Execute Remediation Update Customer- Care Process Automic‘s Automation and Integration Gateway Provides Full End-to-End Control & Service Level Assurance
  19. 19. 19 Property of Automic Software. All rights reserved Customer Outcome 30% Reduction of normal level in- bound calls and reactive customer care activities Dramatic increase in customer satisfactio n Importantly – they are ready for the next major storm or other disaster
  20. 20. 20 Property of Automic Software. All rights reserved • Employee Access Control System is responsible for – Permit or reject access to buildings or devices – Work time posting – and many other workforce related tasks Use Case 5: Intelligent Employee Access Control System The combination of Siemens MyTAM and Automic extend the capabilities heavily
  21. 21. 21 Property of Automic Software. All rights reserved • Reminds managers and employees when a training or certification needs to be renewed. – Reject the access if the certification has expired • Examples – The Forklift allows only certified forklift drivers to use the fork lift – Only certified employees are permitted to work with the X-Ray devices Example for a intelligent access control system
  22. 22. 22 Property of Automic Software. All rights reserved • The employee protection board specifies a minimum number of first aider per building – The access control system informs the responsible person if these number fall below the minimum. Example for a intelligent access control system
  23. 23. 23 Property of Automic Software. All rights reserved • Have to prove IT DR Continuity has been planned for • Need to test it regularly • Need to know it will work • Need it to run efficiently if required Use Case 5: Disaster Recovery Planning
  24. 24. 24 Property of Automic Software. All rights reserved Primary Site Failover SitePeople Process Tools Storage Admin Runbooks Process Manuals Scripts Post-it Notes Storage Management & Deployment Network Management Tools Server Configuration & ManagementNetwork Switches Load Balancers Routers Firewalls Application Web Server App Server Mail Server Storage IP SAN Diskless Storage N/w Attached Storage Database Database Server IP SAN Diskless Storage N/w Attached Storage Switches Load Balancers Routers Firewalls Web Server App Server Mail Server Database Server Security Team DBA App Admin Windows Admin Unix Admin Network Engineers Handoffs and coordination between cross-IT domains & silos Disparate & disconnected management tools Challenges with Disaster Recovery Today Maintenance of failover site
  25. 25. 25 Property of Automic Software. All rights reserved Customer’s Management Dashboard List of Services RTO RPO Last drill performed DR Readiness: Server availability, synchronization
  26. 26. 26 Property of Automic Software. All rights reserved Provides metrics to evaluate the SLA Quality of Service and Capacity Planning DRP Analytics & Reports
  27. 27. 27 Property of Automic Software. All rights reserved • The replenishment process includes dozens of shops with a total revenue of 12 Billion Euro • Old process consist of 30 distributed schedule solutions – Every Workflows update required process delay • Missing centralized process monitoring – Delay in recognizing of errors Use Case 6: Advantages of a centralized automation solution
  28. 28. 28 Property of Automic Software. All rights reserved • All steps of the replenishment process were implemented in Automic – Mix of SAP based and non SAP based solutions – Connecting directly to the Warehouse System – Integrating the Point of Sales (POS) systems • Extensive Dashboard with the most important KPIs Redesign of the Replenishment Process

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