ITIL 4, the 4th industrial revolution, the rise of the bots, AI and Intelligent Process Automation. What does it mean for service desk today and the service desks of tomorrow? This virtual event shows how the 4th industrial revolution will/has changed IT and in turn how the service desk community is being impacted.
5. 5
CUSTOMER
Must be
Scalable &
Secure
Must be mobile,
Intuitive and
Collaborative
Systems Robots OT SystemsData People
INDUSTRY 4.0
ORCHESTRATION LAYER
Case
Management
Artificial
Intelligence
IoTReporting Governance
EMPLOYEESPARTNERS
• Enterprise Orchestration
• Centralized Orchestration
• Triggering Bots (RPA and Physical)
• Monitoring and Managing OT systems
• Linking Legacy systems
• Add AI assisted decision making
• AI decision triggers autonomic actions
• Inserting HMIs and Human driven software
events into a seamless stream
• Linking disparate systems/data to form one
Enterprise
6. • Most of the IT Community never progressed past ITIL V2
Incident, Knowledge, Change, Problem, and Asset Management still the focus
• ITIL V3 attempted to get IT to think Strategically
Many organizations failed to leap the digital strategy gap
• ITIL 4 attempts to provide a roadmap for the cyberphysical age
• ITIL 4 has four dimensions - Organizations & People, Information and Technology,
Partners and Suppliers, and Value Streams and Processes.
• Some organizations have made the leap while others fall into the Gap and Perish
A survey by Forester estimated that 19% of companies have crossed this gap
• However, COVID-19 has accelerated the trend to Industry 4.0
• Proper ITSM in this era is an imperative
www.hdicapitalarea.com
ITSM in Industry 4.0
7. www.hdicapitalarea.com
• Focus on Value Delivery and User/Customer Experience
• The Service Desk extension into the OT world
• The Service Desk now central to organization operations
• Dispatch support more complicated
• System failures more pronounced to the organizations bottom line
• Pressure for restoration and higher SLAs are likely
• Continued Pressure to lower costs – while improving service
• Service Desk Automation to become an imperative
Industry 4.0 Service Desk Perspectives
8. www.hdicapitalarea.com
Service Desk Automation
• Industry 4.0 Applied to the Service Desk:
Warehouses or Storage for (Issuance and Replacement Parts)
Robotic Process Automation and IT Process Automation
Enhanced Self-Help
Enhanced Contact Management
Self-Help Avatars
Artificial Intelligence
Digital Process Automation and Intelligent workflow
Augmented Reality
More Modular Parts
Improved Asset Control
Self Diagnostics – Fixlets
Auto-Dispatch
More Walk-up Services
Commoditization of Devices
Heard of the Industrial Revolution (Singular)
James Watt steam– mass production, computerization
The Plaque and renaissance
Bizagi is helping lots of different customers in many different ways. We are a powerful and intuitive platform that integrates to many different systems, robots, people and data to help orchestrate your world and streamline staff and customer experiences.
The four dimensions combine to create products and services which, if done correctly, enable outcomes for customers and co-create value. – All of these now support the combined cyberphysical layer that actually delivers whatever value the company creates to its consumer.
TeamDynamix study of the Education, Government, and Healthcare verticals the bulk of them are still focused on ITIL as an operations framework. Indeed, the top five processes continue to be (in order); Incident, Knowledge, Change, Problem, and Asset Management
https://www.sherpadesk.com/blog/augmented-reality-it-helpdesk-training
https://www.youtube.com/watch?v=RBarYimXnxs
https://www.youtube.com/watch?v=XAoe0hehHJ8
https://www.bizagi.com/
20% of IT service desks are already doing something with AI
50% of IT service desks are looking at what’s happening and what could be done with AI
30% of IT service desks aren’t moving on AI yet.
