The document proposes an integrated approach using five perspectives (process, system, people, data, and cost views) to help communications service providers improve their order fallout management. Order fallouts occur due to issues like non-scalable systems, incomplete processes, or inconsistent data, resulting in customer churn. The approach aims to reduce customer impact, enhance satisfaction, and improve the customer experience by resolving fallout issues early through appropriate checkpoints, control mechanisms, and efficient processes.
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
The beginning of a checklist version of the CMMI guidelines. If you would like the original Excel version let me know, and let SlideShare know they need to support Excel files.
enhanced Telecommunication Operating Model (e-TOM) is part of TM Frameworx. The eTOM is a comprehensive standard business processes framework. It is industry standard best practices and recommends for all business processes and or rules to support Business Support Systems (BSS) /Operation Support Systems (OSS) for communications Service providers (CSP) space. Please visit the TM Forum site for details:
https://www.tmforum.org/business-process-framework/
It is often noticed that many of the software engineers who work in telecom domain, specially in application delevopment/testing, lag the insights to the complete picture. This results in lack of innovation in what they do and they forget to question - how can they do it better.
So for students of Telecom engineering and newbees into Telecom domain, it is essential to understand the basics of Telecom and to visualize the telecom domain as a whole. This will help them link their bit of contribution to the entire life cycle. Hopefully this presentation serves as a starter.
Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (http://www.itsmf.org.rs/drupal/content/itsmf-see-2011-programme)
Online version of the presentation - http://prezi.com/lstdrvohprmp/belgrad-prezentacija/
The beginning of a checklist version of the CMMI guidelines. If you would like the original Excel version let me know, and let SlideShare know they need to support Excel files.
enhanced Telecommunication Operating Model (e-TOM) is part of TM Frameworx. The eTOM is a comprehensive standard business processes framework. It is industry standard best practices and recommends for all business processes and or rules to support Business Support Systems (BSS) /Operation Support Systems (OSS) for communications Service providers (CSP) space. Please visit the TM Forum site for details:
https://www.tmforum.org/business-process-framework/
It is often noticed that many of the software engineers who work in telecom domain, specially in application delevopment/testing, lag the insights to the complete picture. This results in lack of innovation in what they do and they forget to question - how can they do it better.
So for students of Telecom engineering and newbees into Telecom domain, it is essential to understand the basics of Telecom and to visualize the telecom domain as a whole. This will help them link their bit of contribution to the entire life cycle. Hopefully this presentation serves as a starter.
Target readers for this book are all the professionals who are working in Telecom OSS domain or wish to move to OSS domain. Those who already have worked in OSS projects will find this book easier to understand.
NOC services involve the continuous monitoring and management of an organisation’s IT infrastructure to keep it running smoothly and efficiently, 24/7. The NOC provides round-the-clock proactive monitoring and management to enable issues to be caught and resolved before they become potential show-stoppers. The effective NOC relies heavily on automation; in particular, the use of sophisticated remote monitoring management (RMM) tools.
The OBASHI Methodology has at its heart 5 Core Principles, but the first is key:
The understanding of the flow of data is fundamental to an organisation’s financial well-being.
By mapping how data flows between your people, process and technology using OBASHI’s Dataflow Analysis Views you can see how each asset makes a service or process work.
You’ll gain an understanding of the chain of elements that must be in place for data to flow, and even more importantly what the impact might be should one of the links fail.
Dataflow Analysis Views let you connect the dots… to see the clear picture of business operation.
MSP Best Practice: Using Service Blueprints and Strategic IT Roadmaps to Get ...Kaseya
MSP service delivery expert John Kilian of AntFarm will show you how to use service blueprints and implement strategic IT planning that fully aligns with your managed service offering to help you win more MSP business. New MSP service delivery best practice tips you'll learn how to: Help your clients see through the fog to the road ahead – a smoothly paved road where IT is aligned to meet the needs of their business Collaborate on your client's business goals and objectives and develop the IT strategies to support them Create the roadmap that will serve as the foundation for your client's IT planning and budgeting Deliver seamless integration and program management for the Strategic IT Plan that maps directly into your managed services offering(s) Become the ongoing program manager – a trusted advisor – for implementing new solutions that support the strategic IT plan Protect your managed services revenue from poachers and wannabes
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
Network Operation Centre Highlights and Practices
In complex networks, the telecom operators and IT organizations can consider the report for high level planning and operations
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Application framework (ofen called TAM) is Application component of TM Forum frameworx. TAM maps with Business Process framework (aka eTOM) and Information Framework (aka SID).
Architecting Next Generatio IT Operating Models Using IT4IT and SFIASukumar Daniel
A case study of a Transformation Initiative to move a Third Party from Traditional Mechanic Shop Mentality to a Customisation Studio Mentality by causing a paradigm Shift in Ways of Working
Next Generation IT Operating Models and IT4ITSukumar Daniel
In a world driven by Disruption, IT Departments are seeking ways to systematically transform their ways of working to transform from an Automobile mechanic Shop Operating Model to a Customisation Studio.
This requires the adoption of next generation Service Oriented IT Operating Model, this paper examines how IT4IT is an important part of the Transformation Tool Kit that can be used by organisations to make the changes required to face the future with confidence.
EA governance is the practice by which enterprise architectures are managed and controlled at an enterprise-wide level. Governance processes should be tailored to the particular environment of the organization, as well as the architectural goals and objectives of that organization, and should never hinder time to market. A centralized governance body can facilitate and drive key functional and architectural decisions across the primary internal stakeholders to ensure that the enterprise architecture addresses customers’ needs.
The presenter has implemented numerous EA governance organizations. As part of a major pharmaceutical distribution company’s corporate-wide SOA adoption program, he adapted the basic governance frameworks such as TOGAF to the organization and the objectives of the SOA adoption program. This session will examine the processes that were used to create an EA Governance organization at a major energy company and lessons learned at this company, as well as at other organizations.
Design your Business, Model your Architecture (presentation by Marc Lankhorst...Patrick Van Renterghem
Presentation by Marc Lankhorst of BiZZdesign at I.T. Works/LoQutus meetup on July 1st, 2014 @Vlerick School. See http://www.meetup.com/The-big-pICTure-how-ICT-changes-business-and-society/events/181256842/ for full details on this meetup.
Target readers for this book are all the professionals who are working in Telecom OSS domain or wish to move to OSS domain. Those who already have worked in OSS projects will find this book easier to understand.
NOC services involve the continuous monitoring and management of an organisation’s IT infrastructure to keep it running smoothly and efficiently, 24/7. The NOC provides round-the-clock proactive monitoring and management to enable issues to be caught and resolved before they become potential show-stoppers. The effective NOC relies heavily on automation; in particular, the use of sophisticated remote monitoring management (RMM) tools.
The OBASHI Methodology has at its heart 5 Core Principles, but the first is key:
The understanding of the flow of data is fundamental to an organisation’s financial well-being.
By mapping how data flows between your people, process and technology using OBASHI’s Dataflow Analysis Views you can see how each asset makes a service or process work.
You’ll gain an understanding of the chain of elements that must be in place for data to flow, and even more importantly what the impact might be should one of the links fail.
Dataflow Analysis Views let you connect the dots… to see the clear picture of business operation.
MSP Best Practice: Using Service Blueprints and Strategic IT Roadmaps to Get ...Kaseya
MSP service delivery expert John Kilian of AntFarm will show you how to use service blueprints and implement strategic IT planning that fully aligns with your managed service offering to help you win more MSP business. New MSP service delivery best practice tips you'll learn how to: Help your clients see through the fog to the road ahead – a smoothly paved road where IT is aligned to meet the needs of their business Collaborate on your client's business goals and objectives and develop the IT strategies to support them Create the roadmap that will serve as the foundation for your client's IT planning and budgeting Deliver seamless integration and program management for the Strategic IT Plan that maps directly into your managed services offering(s) Become the ongoing program manager – a trusted advisor – for implementing new solutions that support the strategic IT plan Protect your managed services revenue from poachers and wannabes
GSS America\'s Workplace Services aim at equipping customer’s business with round-the-clock support, through its Global Operations Command Center (GOCC). Its comprehensive range of workplace services gives customers the ability to reduce their costs and improve their service levels. GSS intends to help global enterprises cut down on their infrastructure maintenance costs and provide access to expert skills.
Network Operation Centre Highlights and Practices
In complex networks, the telecom operators and IT organizations can consider the report for high level planning and operations
ITIL Practical Guide - Service OperationAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=251
This video provides a run through of the lifecycle stage, which manages the day-to-day operation of IT services for the identification and reporting of interruptions in the delivery of services and handling of service requests at agreed levels.
Application framework (ofen called TAM) is Application component of TM Forum frameworx. TAM maps with Business Process framework (aka eTOM) and Information Framework (aka SID).
Architecting Next Generatio IT Operating Models Using IT4IT and SFIASukumar Daniel
A case study of a Transformation Initiative to move a Third Party from Traditional Mechanic Shop Mentality to a Customisation Studio Mentality by causing a paradigm Shift in Ways of Working
Next Generation IT Operating Models and IT4ITSukumar Daniel
In a world driven by Disruption, IT Departments are seeking ways to systematically transform their ways of working to transform from an Automobile mechanic Shop Operating Model to a Customisation Studio.
This requires the adoption of next generation Service Oriented IT Operating Model, this paper examines how IT4IT is an important part of the Transformation Tool Kit that can be used by organisations to make the changes required to face the future with confidence.
EA governance is the practice by which enterprise architectures are managed and controlled at an enterprise-wide level. Governance processes should be tailored to the particular environment of the organization, as well as the architectural goals and objectives of that organization, and should never hinder time to market. A centralized governance body can facilitate and drive key functional and architectural decisions across the primary internal stakeholders to ensure that the enterprise architecture addresses customers’ needs.
The presenter has implemented numerous EA governance organizations. As part of a major pharmaceutical distribution company’s corporate-wide SOA adoption program, he adapted the basic governance frameworks such as TOGAF to the organization and the objectives of the SOA adoption program. This session will examine the processes that were used to create an EA Governance organization at a major energy company and lessons learned at this company, as well as at other organizations.
Design your Business, Model your Architecture (presentation by Marc Lankhorst...Patrick Van Renterghem
Presentation by Marc Lankhorst of BiZZdesign at I.T. Works/LoQutus meetup on July 1st, 2014 @Vlerick School. See http://www.meetup.com/The-big-pICTure-how-ICT-changes-business-and-society/events/181256842/ for full details on this meetup.
Management by objectives (MBO) is a systematic and organized approach that aims to increase organizational performance.
In other hand.
Management by Exception (MBE) is a "policy by which management devotes its time to investigating only those situations in which actual results differ significantly from planned results.’’
AIT Group is a global management consulting firm that has over 10 years experience in Lean Six Sigma Training, Coacing, and Certification as well as Supply Chain using the SCOR model to transform business processes to standardized and streamlined value streams.
Approach to improve effectiveness of Enterprise ITEvgeny Nedelko
(translated to English) Excerpts from the customer proposal, which describes the experience of implementing Lean IT principles in several projects in Russia
The three elements of project management, people, processes, and tools must focus on processes first.
Without a process, the tools have no purpose.
Without a process, the people are unguided, or at best self guided
Infosys commissioned an independent market research company, Vanson Bourne, to investigate the use of digital technologies and key trends in nine industries. We surveyed 1,000 senior decision makers from business and IT, from large organizations with 1,000 employees or more and annual revenue of at least US$500 million.
The report aims to discover:
a) the surging tide of digital technology adoption in organizations – what is used and where?
b) the promised land of digital technology use, and the hurdles organizations face to get there
c) the biggest disruptive digital trends within the next three years and why organizations see them as vital to future success
The summary here presents the survey results and highlights the digital outlook that will define the healthcare industry strategy over the next three years.
5 tips to make your mainframe as fit as youInfosys
Just like a periodic health check-up is important to assess your overall well-being, a detailed reexamination of the enterprise IT landscape is paramount. We take a look at the various ways an enterprise needs to revamp its mainframe and sharpen its functionalities to stay ahead of the game. While APIs aid you in providing superior customer service, migrating to the cloud provides you with scalability and resilience. These and many more sub-offerings from Infosys aid your organization in staying agile and equipped to leverage the latest technologies to cater to the ever-changing market. Learn more.
Human Amplification In The Enterprise - Resources and UtilitiesInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Resources and Utilities.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Telecom and CommunicationInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Telecom and Communication.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Retail and CPGInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Retail and CPG.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Manufacturing and High-techInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Manufacturing and High-tech.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human amplification in the enterprise - Automation. Innovation. Learning.Infosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Automation, Innovation and learning.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Healthcare and Life SciencesInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Healthcare and Life Sciences
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Human Amplification In The Enterprise - Banking and InsuranceInfosys
Infosys commissioned a study to develop a research methodology and get insights into the current nature of digital transformation enterprises undergo, across industry verticals. This deck provides industry specific insights from Banking and Insurance.
The study sought to understand a) the specific drivers of digital transformation for enterprises, b) the various facets of this transformation, c) expected and ensuing outcomes, and d) the role of Artificial Intelligence (AI).
Take a glimpse at few of our efforts that we made to demonstrate that efficient technologies can easily be deployed in large scale in a cost effective manner to make our campus environmental friendly on this World Environment Day 2015
The Information Services industry is in the eye of the digital storm. Two major contenders within this industry - traditional and new age media companies must adopt strategies for the significant mass of millennials and demanding consumers.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Slack (or Teams) Automation for Bonterra Impact Management (fka Social Soluti...Jeffrey Haguewood
Sidekick Solutions uses Bonterra Impact Management (fka Social Solutions Apricot) and automation solutions to integrate data for business workflows.
We believe integration and automation are essential to user experience and the promise of efficient work through technology. Automation is the critical ingredient to realizing that full vision. We develop integration products and services for Bonterra Case Management software to support the deployment of automations for a variety of use cases.
This video focuses on the notifications, alerts, and approval requests using Slack for Bonterra Impact Management. The solutions covered in this webinar can also be deployed for Microsoft Teams.
Interested in deploying notification automations for Bonterra Impact Management? Contact us at sales@sidekicksolutionsllc.com to discuss next steps.
The Art of the Pitch: WordPress Relationships and SalesLaura Byrne
Clients don’t know what they don’t know. What web solutions are right for them? How does WordPress come into the picture? How do you make sure you understand scope and timeline? What do you do if sometime changes?
All these questions and more will be explored as we talk about matching clients’ needs with what your agency offers without pulling teeth or pulling your hair out. Practical tips, and strategies for successful relationship building that leads to closing the deal.
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
GDG Cloud Southlake #33: Boule & Rebala: Effective AppSec in SDLC using Deplo...James Anderson
Effective Application Security in Software Delivery lifecycle using Deployment Firewall and DBOM
The modern software delivery process (or the CI/CD process) includes many tools, distributed teams, open-source code, and cloud platforms. Constant focus on speed to release software to market, along with the traditional slow and manual security checks has caused gaps in continuous security as an important piece in the software supply chain. Today organizations feel more susceptible to external and internal cyber threats due to the vast attack surface in their applications supply chain and the lack of end-to-end governance and risk management.
The software team must secure its software delivery process to avoid vulnerability and security breaches. This needs to be achieved with existing tool chains and without extensive rework of the delivery processes. This talk will present strategies and techniques for providing visibility into the true risk of the existing vulnerabilities, preventing the introduction of security issues in the software, resolving vulnerabilities in production environments quickly, and capturing the deployment bill of materials (DBOM).
Speakers:
Bob Boule
Robert Boule is a technology enthusiast with PASSION for technology and making things work along with a knack for helping others understand how things work. He comes with around 20 years of solution engineering experience in application security, software continuous delivery, and SaaS platforms. He is known for his dynamic presentations in CI/CD and application security integrated in software delivery lifecycle.
Gopinath Rebala
Gopinath Rebala is the CTO of OpsMx, where he has overall responsibility for the machine learning and data processing architectures for Secure Software Delivery. Gopi also has a strong connection with our customers, leading design and architecture for strategic implementations. Gopi is a frequent speaker and well-known leader in continuous delivery and integrating security into software delivery.
Accelerate your Kubernetes clusters with Varnish CachingThijs Feryn
A presentation about the usage and availability of Varnish on Kubernetes. This talk explores the capabilities of Varnish caching and shows how to use the Varnish Helm chart to deploy it to Kubernetes.
This presentation was delivered at K8SUG Singapore. See https://feryn.eu/presentations/accelerate-your-kubernetes-clusters-with-varnish-caching-k8sug-singapore-28-2024 for more details.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
Generating a custom Ruby SDK for your web service or Rails API using Smithyg2nightmarescribd
Have you ever wanted a Ruby client API to communicate with your web service? Smithy is a protocol-agnostic language for defining services and SDKs. Smithy Ruby is an implementation of Smithy that generates a Ruby SDK using a Smithy model. In this talk, we will explore Smithy and Smithy Ruby to learn how to generate custom feature-rich SDKs that can communicate with any web service, such as a Rails JSON API.
DevOps and Testing slides at DASA ConnectKari Kakkonen
My and Rik Marselis slides at 30.5.2024 DASA Connect conference. We discuss about what is testing, then what is agile testing and finally what is Testing in DevOps. Finally we had lovely workshop with the participants trying to find out different ways to think about quality and testing in different parts of the DevOps infinity loop.
1. An Integrated Approach
to Improve Order Fallout Management in Telecom
Organizations
Ambreesh Kumar and Rajesh Desai
Abstract
Communications Service Providers (CSPs) must fulfill orders on time and
provide efficient and cost-effective customer service. In addition, they need
robust order handling systems to ensure competitiveness. Infosys’ experts
propose an integrated approach to help CSPs address the challenges of order
fallout management.
A structured methodology to resolve fallout issues reduces customer churn,
enhances satisfaction and improves the customer experience. Appropriate
check points, control mechanisms and efficient processes incorporated into
the system help minimize order failures.
For more information, contact askus@infosys.com
Mar 2010
2. Typical Framework
A robust order management system is imperative for successful provisioning of services. An efficient order fallout
management system ensures that order failures are detected and corrected early for prompt provisioning of customer service.
An order fallout occurs due to non-scalable systems, incomplete processes or inconsistent data. Fallouts result in customer
churn, degradation of service offerings and a diminished customer experience. Order fallout management is a complex
system involving multiple components. Figure 1 depicts a typical framework for order fallout management.
Figure 1: Framework for order fallout management
Integrated Approach to Order Fallout Management
CSPs can adopt various methods to improve their order fallout management process. We suggest an integrated view to resolve
issues in order fallout.
We apply different views to address the issues in order fallout management since stakeholders have diverse perspectives to
resolve fallout issues. For instance, the senior management may focus on increased cash flow at minimal cost while Customer
Service Representatives (CSRs) need a reliable system to provide efficient customer service, irrespective of cost.
A consolidated view enables CSPs to develop effective solutions for issues related to order fallout. We propose five
perspectives/ views that must be considered before implementing a new order fallout management system or modifying an
existing system:
• Process view
• System view
• People view
• Data view
• Cost view
2 | Infosys – White Paper
3. The implementation steps for each view depend on the type, scale and range of services that an organization offers its
customers. The steps must be evaluated and analyzed in terms of the investment involved vis-à-vis benefits anticipated. The
scope of implementation of the views is at the discretion of the CSP.
We propose a standard process, as shown in Figure 2, to define solutions to issues across the five views.
Identify
Identify the
problem in
fallout handling
Review Define
Review the
Define the
outcome of the
solution and the
problem. Identify
action required
the areas of
to solve the
continual
problem
improvement
Implement
Take necessary
steps to solve
the problem.
Monitor and
control
Figure 2: The standard process across views
CSPs must align the implementation steps for each view with their short and long-term goals, while remaining focused on
increasing the customer base and enhancing the customer experience.
Infosys – White Paper | 3
4. The mechanism for implementation of the views is illustrated in Figure 3.
An Integrated Order Management System
• Identify critical fallouts • Unified dashboard systems
• Optimize work allocation • Exception alert system
• Categorize exceptions • Structured approach to fallout
• Feedback mechanism prevention and analysis during
• Processes for development, system development
maintenance and release Sy • Automation of common
e w ste
• Escalation procedure Vi m functions across work centers
• Monitor, track and resolve ss Vi
ew • Real-time information on work
exceptions o ce load and work distribution
Pr
Integrated
Order
ew
• Identify a team to handle
Management
iew
repetitive exceptions • Define different skill levels
le Vi
• Intelligent automation • Facilitate collaboration
tV
• Systems to auto-resolve between support and
Peop
Cos
exceptions application development
• Right shoring to reduce IT teams
costs • Identify training needs of
• A tool generation team for various teams
prompt roll out of quality tools
at minimal cost
Data View
• Apply business rules to the knowledge repository of order
fallout
• Design the database for easy access to frequently used data
Figure 3: Implementation mechanism
Process View
The process view focuses on the processes to be applied to different types of fallout. A comparison with existing processes or
a new process helps resolve issues more efficiently. CSPs must identify, define and review the processes to resolve order fallout
issues. The processes must include:
• Proper methods to identify criticality of fallouts, i.e., orders requiring immediate resolution versus orders that are due
at a later date. Processes must be defined for stringent monitoring, tracking and resolution of exceptions.
• Well-defined methods to allocate work across different regions and types of order fallout. Proper definition of work
centers enables allocation of work to the work center with the right skills and knowledge to handle the issue.
• Efficient communication methods such as chat queues and bridges to enable interaction between various teams to
promptly resolve common issues and reduce communication overheads
• Work centers with the ability to manually orders in triage situations
• Efficient feedback mechanisms to solicit feedback from various stakeholders including CSRs
• Processes for the product management team to incorporate literature on new product bundle offers into the system
• Processes for development, maintenance, deployment, and release management
• Escalation procedures for various scenarios
People View
The people view equips the fallout management team with the right set of skills and equipment to handle order fallouts
efficiently. It encompasses all people aspects, including how teams must be aligned along knowledge proficiency, aspirations
and limitations, to utilize their strengths in the fallout handling process.
4 | Infosys – White Paper
5. The people view point can be gained by -
• Setting up integrated teams to enable the support team to collaborate with the application development team for
prompt and accurate exception management
• Defining different levels of skills in order fallout to rectify orders depending on the complexity of exceptions. It
optimizes work assignment to Subject Matter Experts (SMEs) to avoid cherry-picking by specialists.
• Identifying and deploying training mechanisms to create knowledge-enabled CSRs for increased customer satisfaction
and efficient order entry. It also reduces inconsistent order entries in the system.
• Identifying the training needs of all stakeholders
Cost View
Adopting the cost view requires enhanced focus since it affects the overall profitability and success of an organization.
A fallout management system must be implemented at a reasonable/ optimal cost. The tangible and intangible benefits must
be considered while comparing the cost options of an implementation. For example, a particular order fallout improvement
strategy may not be cost-effective but may yield long-term benefits to the organization. Management of order fallout is more
expensive in the later stages of the order flow cycle.
Assigned
Product
Cost for Fallout Repair
Time required for Fallout Repair
Order
Provisioning
Order Cp, Tp
Entry
Pre Order
Processing
cp, tp
Order Flow
Cp, Tp > cp,tp Cp, Tp - Cost and Time required for Fallout Repair at Assigned Product stage
cp, tp - Cost and Time required for Fallout Repair at Preorder Processing stage
Figure 4: Cost of fallout repair
Implementation steps for the cost view:
• Opt for right shoring to reduce the IT cost of fallout management
• Identify and train Tier 1 and Tier 2 teams to handle repetitive order exceptions. The teams can comprise resources
with a lower skill set to minimize costs.
• Identify an expert team for tool generation to roll out quality tools promptly and reduce the cost of order fallouts.
Rules-based tools may be used when it is known that a bug will exist until the next release. Tools help detect, diagnose
and resolve system, application and data issues promptly.
Infosys – White Paper | 5
6. System View
The system view helps build a mature system that can address the technical demands and the complex application landscape
of IT organizations. It enables improvements in the overall order management system to enhance the order flow-through rate.
The system view facilitates enhancements, technology upgrades and automation of processes, and improves reporting for
better decision making.
The system view enables -
• Unified dashboard systems – Tier 1 through Tier 4 teams for customer service must have a unified view of applications
to reduce Average Handling time (AHT) and promptly resolve issues.
• Intelligent automated systems – An intelligent system can automatically resolve repetitive exceptions. It can take
fallouts from a provisioning system, automatically correct errors, and resubmit the order to the provisioning system for
flow-through, eliminating the need for manual intervention. Infosys’ automated processes helped a CSP improve order
processing and save US$ 3 million in a year. Figure 5 depicts the monetary savings and the corresponding success rate
achieved by the CSP in 10 months from automation.
Figure 5: Benefits realized from automated processes
• Rules-based engine – A sophisticated rules-based engine enables the system to address order fallout.
• Exception alert system – Flow maps across distributed applications can be leveraged to alert various stakeholders
with pre-defined Service Level Agreements (SLAs) about the occurrence of an order fallout. An audit log captures the
alert message and the contextual information, and transfers it to a workspace where business analysts and developers
collaborate with the support team to resolve the exception.
• Structured approach – Preventive design and analysis of fallout can be achieved during system development with a
structured approach.
• Prioritization – Automation of common functions across work centers provides real-time information on work load
and work distribution. It enables managers to prioritize work queues.
Data View
The data view accesses how data is present in various systems and how it can be organized to minimize complexity and
issues. It identifies and eliminates redundant data across locations to ensure intelligent gathering of data by various systems.
Since a majority of issues arise from inconsistent data, the best methods must be incorporated for data extraction and
validation during the design of a new, an upgrade and while interfacing applications.
6 | Infosys – White Paper
7. Advantages of the data view:
• When release cycles are long, intelligent systems can be set up to apply business rules to the knowledge repository of
order fallout and resolve exceptions automatically. It enables Tier 1 and Tier 2 teams to resolve order fallouts promptly
and reduces AHT for order fallouts.
• Applications can share data efficiently when a common data structure is used to store and access data. In addition, the
database can be structured to ensure that frequently used data is readily available.
• The success of an order management system depends on the efficient flow and processing of information/ data. Data
must be consistent across systems for optimal use of information. It also ensures compatibility of data.
Key Benefits
A structured fallout management system using the five views realizes several benefits:
• Enhances the customer experience through prompt service delivery and repair. A leading telecom company in the
United States improved flow-through rate by 6% in eight months.
• Enables early detection of the root cause of an issue even in distributed, interconnected applications that execute over
heterogeneous systems located in different places and owned by different groups
• Provides timely and cost-effective services to customers. A US-based CSP achieved 2% increase in average on-time
delivery, resulting in 71% on-time service delivery over six months.
• Reduces operational expenditure
• Addresses the gaps that contribute to fulfillment and assurance order fallout
• Drives revenue by accelerating order completion and reducing outage times
Conclusion
It may be difficult to achieve zero percent order fallout in a complex and competitive IT and business environment. However,
an integrated approach helps companies better handle order fallouts, which is the prime cause of revenue leakage in order
provisioning.
Our view-based approach enables companies to take reasonable measures to rationalize expenditure and eliminate
inefficiencies from their order fallout management system. Significantly, it provides better visibility and control to help CSPs
reduce order fallout.
About the Authors
Ambreesh Kumar is a Senior Project Manager with the Communication, Media and Entertainment (CME) Unit at
Infosys. He has more than 13 years of experience in delivering IT services to global communication corporations.
Ambreesh is currently managing the portfolio of service provisioning and assurance applications for a leading US-
based CSP. Ambreesh can be reached at AMBREESH_KUMAR@infosys.com.
Rajesh Desai is a Project Manager at Infosys. He has more than nine years of IT experience, including six years in
telecommunications. Rajesh has managed several projects in provisioning, assurance and billing. He is currently
managing an order fallout management engagement with a leading telecommunication operator. Rajesh can be
reached at rajeshm_desai@infosys.com.
Infosys – White Paper | 7