Whether you’re at home or on-the-go, intelligent assistants help you tackle your growing to-do list easily and efficiently -- from checking the weather to streaming your favorite songs. But it shouldn’t stop there. What if you could on-board an employee while ordering a latte? Have your new address updated by HR with a single text? Join us for a stimulating conversation on key trends shaping the Future of Work and learn practical advice on using AI to redefine the employee experience to be more exciting, engaging, and intelligent.
Understanding digital transformation involves understanding the DNA of your company, your employees, and your customers to identify the best way to deliver value and increase organisations' positive impact on revenue, employee retention, and customer experience.
This requires a change management approach and to look at 5 key pillars:
1. The Business model
2. The Operational model
3. Leadership & Capability
4. Customer Experience
5. Technology
Your Challenge
Organizations have to adapt to a growing number of trends, putting increased pressure on IT to move at the same speed as the business.
The business, seeing that IT is slower to react, looks to external solutions to address its challenges and capitalize on opportunities.
IT and business leaders don’t have a clear and unified understanding or definition of an operating model.
Our Advice
Critical Insight
The IT operating model is not a static entity and should evolve according to changing business needs.
However, business needs are diverse, and the IT organization must recognize that the business includes groups that consume technology in different patterns. The IT operating model needs to support and enable multiple groups, while continuously adapting to changing business conditions.
Impact and Result
Determine how each technology consumer group interacts with IT. Use consumer experience maps to determine what kind of services consumer groups use and if there are opportunities to improve the delivery of those services.
Identify how changing business conditions will affect the consumption of technology services. Classify your consumers based on business uncertainty and reliance on IT to plan for the future delivery of services.
Optimize the IT operating model. Create a target IT operating model based on the gathered information about technology service consumers. Select different implementations of common operating model elements: governance, sourcing, process, and structure.
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
The numbers tell the story: 84% of C-suite executives believe they must leverage artificial intelligence (AI) to achieve their growth objectives, yet 76% report they struggle with how to scale. With the stakes higher than ever, what can we learn from companies that are successfully scaling AI, achieving nearly 3X the return on investments and an average 32% premium on key financial valuation metrics?
To answer that question, Accenture conducted a landmark global study involving 1,500 C-suite executives from organizations across 16 industries. The aim: Help companies progress on their AI journey, from one-off AI experimentation to gaining a robust organization-wide capability that acts as a source of competitive agility and growth.
Read the full report:
http://www.accenture.com/AI-Built-to-Scale-Slideshare
Understanding digital transformation involves understanding the DNA of your company, your employees, and your customers to identify the best way to deliver value and increase organisations' positive impact on revenue, employee retention, and customer experience.
This requires a change management approach and to look at 5 key pillars:
1. The Business model
2. The Operational model
3. Leadership & Capability
4. Customer Experience
5. Technology
Your Challenge
Organizations have to adapt to a growing number of trends, putting increased pressure on IT to move at the same speed as the business.
The business, seeing that IT is slower to react, looks to external solutions to address its challenges and capitalize on opportunities.
IT and business leaders don’t have a clear and unified understanding or definition of an operating model.
Our Advice
Critical Insight
The IT operating model is not a static entity and should evolve according to changing business needs.
However, business needs are diverse, and the IT organization must recognize that the business includes groups that consume technology in different patterns. The IT operating model needs to support and enable multiple groups, while continuously adapting to changing business conditions.
Impact and Result
Determine how each technology consumer group interacts with IT. Use consumer experience maps to determine what kind of services consumer groups use and if there are opportunities to improve the delivery of those services.
Identify how changing business conditions will affect the consumption of technology services. Classify your consumers based on business uncertainty and reliance on IT to plan for the future delivery of services.
Optimize the IT operating model. Create a target IT operating model based on the gathered information about technology service consumers. Select different implementations of common operating model elements: governance, sourcing, process, and structure.
Service management
ITIL and the Service value system
ITIL Guiding principles
ITIL Service value chain
ITIL Four dimensions
ITIL Practices
ITIL Continual improvement
ITIL Certification scheme
What’s in it for me?
The numbers tell the story: 84% of C-suite executives believe they must leverage artificial intelligence (AI) to achieve their growth objectives, yet 76% report they struggle with how to scale. With the stakes higher than ever, what can we learn from companies that are successfully scaling AI, achieving nearly 3X the return on investments and an average 32% premium on key financial valuation metrics?
To answer that question, Accenture conducted a landmark global study involving 1,500 C-suite executives from organizations across 16 industries. The aim: Help companies progress on their AI journey, from one-off AI experimentation to gaining a robust organization-wide capability that acts as a source of competitive agility and growth.
Read the full report:
http://www.accenture.com/AI-Built-to-Scale-Slideshare
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different digital transformation frameworks and models.
INCLUDED FRAMEWORKS/MODELS:
1. Ten Guiding Principles of Digital Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
Review of Information Technology Function Critical Capability ModelsAlan McSweeney
IT Function critical capabilities are key areas where the IT function needs to maintain significant levels of competence, skill and experience and practise in order to operate and deliver a service. There are several different IT capability frameworks. The objective of these notes is to assess the suitability and applicability of these frameworks. These models can be used to identify what is important for your IT function based on your current and desired/necessary activity profile.
Capabilities vary across organisation – not all capabilities have the same importance for all organisations. These frameworks do not readily accommodate variability in the relative importance of capabilities.
The assessment approach taken is to identify a generalised set of capabilities needed across the span of IT function operations, from strategy to operations and delivery. This generic model is then be used to assess individual frameworks to determine their scope and coverage and to identify gaps.
The generic IT function capability model proposed here consists of five groups or domains of major capabilities that can be organised across the span of the IT function:
1. Information Technology Strategy, Management and Governance
2. Technology and Platforms Standards Development and Management
3. Technology and Solution Consulting and Delivery
4. Operational Run The Business/Business as Usual/Service Provision
5. Change The Business/Development and Introduction of New Services
In the context of trends and initiatives such as outsourcing, transition to cloud services and greater platform-based offerings, should the IT function develop and enhance its meta-capabilities – the management of the delivery of capabilities? Is capability identification and delivery management the most important capability? Outsourced service delivery in all its forms is not a fire-and-forget activity. You can outsource the provision of any service except the management of the supply of that service.
The following IT capability models have been evaluated:
• IT4IT Reference Architecture https://www.opengroup.org/it4it contains 32 functional components
• European e-Competence Framework (ECF) http://www.ecompetences.eu/ contains 40 competencies
• ITIL V4 https://www.axelos.com/best-practice-solutions/itil has 34 management practices
• COBIT 2019 https://www.isaca.org/resources/cobit has 40 management and control processes
• APQC Process Classification Framework - https://www.apqc.org/process-performance-management/process-frameworks version 7.2.1 has 44 major IT management processes
• IT Capability Maturity Framework (IT-CMF) https://ivi.ie/critical-capabilities/ contains 37 critical capabilities
The following model has not been evaluated
• Skills Framework for the Information Age (SFIA) - http://www.sfia-online.org/ lists over 100 skills
Presented at Interaction Intranet conference. London September 2015.
Sam Marshall ClearBox Consulting.
Digital Workplaces should be driven by an employee-centred view. Here I present a manifesto for what typical matters to them, arguing that the technology to serve these needs over time will evolve, but the needs themselves are more enduring.
Journey To Cloud – Arrive First with ServiceNow and AccentureAccenture Operations
Accenture helps companies drive greater innovation, flexibility and experiences into the enterprise with ServiceNow, managing the simplest to most complex cloud transformations with our end-to-end services, broad ecosystem, industry skills and size and scale.
A Starter Guide to IT Managed ServicesDavid Castro
Making the switch to MSP is worth the time and effort because MSPs are approximately 200-400% more profitable than non-MSPs. And MSPs are 3x to 10x more valuable than traditional VARs. This 21-page guide will help you: --Develop and execute on a solid business strategy for running a managed services company --Choose the right IT systems management solution to help enable your vision --Price your managed services fairly, competitively, and profitably --Understand MSP pricing and profit scenarios including cost, profit, and MRR/project/breakfix calculations and analysis --Avoid some common pitfalls --Understand the benefits that come with implementing managed services correctly --Understand how an IT service provider successfully rolled out managed services for its customers and transformed into one of the largest MSPs in the country. December 2012.
To succeed in the Digital Era, organizations turn to Microsoft Digital Advisory Services. Digital Advisors like myself work with organizations to reimagine and transform customer
engagement, employee experiences, business models and operations, to empower organizations to reach their digital aspirations.
Welcome to learn more about our Advisory Services.
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.
Maximizing Value at Kemper with a Workday Learning Launch in 145 DaysWorkday, Inc.
In the wake of a complex merger, Kemper Corporation needed assistance in getting its workforce on the same page. Kemper’s Anabell Fabian explains how Workday Learning enabled just-in-time training for a new batch of employees.
Digital Transformation Toolkit - Framework, Best Practices and TemplatesAurelien Domont, MBA
This Digital Transformation Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 3,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation Toolkit. It includes all the Frameworks, Tools & Templates required to successfully undertake the Digital Transformation of your organization.This Slideshare Powerpoint presentation is only a small preview of our Toolkit. You can download the entire Toolkit in Powerpoint and Excel at www.slidebooks.com
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
MES PREPARATION AS THE KEY TO SUCCESS
Learn about a proven and mature methodology to develop a conceptual solution architecture designed to meet the business objectives of the pharma/biotech manufacturing business. Our approach involves a strategy development methodology that brings focus and enables superior solution architecture tailored for Manufacturing Systems solutions, S95, and S88 standards. The key benefit of this methodology is effective alignment of business and technology.
Develop a prioritized capital project planning roadmap to meet business objectives.
Strategic Technology Management process for MES Applications for IT Enterprise Architecture.
Discover a holistic visual tool that enables harmony between all departments stakeholders.
Gilad Langer, Director of Automation & MIS, NNE
Using Business Architecture to enable customer experience and digital strategyCraig Martin
Digital disruption is shifting business model design from a focus on product profitability to a stronger focus on customer experience and lifetime value.
The presentation looks at environmental pressures caused by digital disruption and identifies how to use business architecture and business design to address these changes.
It covers business architecture for digital strategy, customer-driven value chains, re-writing of the 4Ps of the marketing mix, and the nine laws of disruption and how they affect business model design.Craig also investigates the changes afoot with strategic business planning and Enterprise Architecture, which are experiencing their own form of disruption. Will Enterprise Architecture as we know it become a commodity too?
This presentation was delivered as an OpenGroup webinar and is available for viewing from the www.enterprisearchitects.com web site.
Webcast Presentation - "Build an App for That": Empowering Business Developer...GRUC
BlueMix is a PaaS that enable developers to deploy applications based on standard platforms (JEE, Node.js, Ruby ...) with ease. This eliminates the need to install and deploy an OS, platform, Middleware etc.
Learn how a business developer (a person that may not be able to develop an application soup to nuts) can use RapidApps to develop and deploy web/mobile application to the cloud with ease. Sheehan Anderson, Advisory Software Engineer, IBM, demonstrates how to build a typical situational app in a matter of minutes, run a website and connect to it from your browser or mobile device.
With BlueMix and RapidApps, anyone can "build an app" to solve their business needs.
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a collection of PowerPoint diagrams and templates used to convey 20 different digital transformation frameworks and models.
INCLUDED FRAMEWORKS/MODELS:
1. Ten Guiding Principles of Digital Transformation
2. The BCG Strategy Palette
3. Digital Value Chain Model
4. Four Levels of Digital Maturity
5. Customer Experience Matrix
6. Design Thinking Framework
7. Business Model Canvas
8. Customer Journey Map
9. OECD Digital Government Transformation Framework
10. Accenture's Nonstop Customer Experience Model
11. MIT's Digital Transformation Framework
12. McKinsey's Digital Transformation Framework
13. Capgemini's Digital Transformation Framework
14. DXC Technology's Digital Transformation Framework
15. Gartner's Digital Transformation Framework
16. Cognizant's Digital Transformation Framework
17. PwC's Digital Transformation Framework
18. Ionolgy's Digital Transformation Framework
19. Accenture's Digital Business Strategy Framework
20. Deloitte's Digital Industrial Transformation Framework
Review of Information Technology Function Critical Capability ModelsAlan McSweeney
IT Function critical capabilities are key areas where the IT function needs to maintain significant levels of competence, skill and experience and practise in order to operate and deliver a service. There are several different IT capability frameworks. The objective of these notes is to assess the suitability and applicability of these frameworks. These models can be used to identify what is important for your IT function based on your current and desired/necessary activity profile.
Capabilities vary across organisation – not all capabilities have the same importance for all organisations. These frameworks do not readily accommodate variability in the relative importance of capabilities.
The assessment approach taken is to identify a generalised set of capabilities needed across the span of IT function operations, from strategy to operations and delivery. This generic model is then be used to assess individual frameworks to determine their scope and coverage and to identify gaps.
The generic IT function capability model proposed here consists of five groups or domains of major capabilities that can be organised across the span of the IT function:
1. Information Technology Strategy, Management and Governance
2. Technology and Platforms Standards Development and Management
3. Technology and Solution Consulting and Delivery
4. Operational Run The Business/Business as Usual/Service Provision
5. Change The Business/Development and Introduction of New Services
In the context of trends and initiatives such as outsourcing, transition to cloud services and greater platform-based offerings, should the IT function develop and enhance its meta-capabilities – the management of the delivery of capabilities? Is capability identification and delivery management the most important capability? Outsourced service delivery in all its forms is not a fire-and-forget activity. You can outsource the provision of any service except the management of the supply of that service.
The following IT capability models have been evaluated:
• IT4IT Reference Architecture https://www.opengroup.org/it4it contains 32 functional components
• European e-Competence Framework (ECF) http://www.ecompetences.eu/ contains 40 competencies
• ITIL V4 https://www.axelos.com/best-practice-solutions/itil has 34 management practices
• COBIT 2019 https://www.isaca.org/resources/cobit has 40 management and control processes
• APQC Process Classification Framework - https://www.apqc.org/process-performance-management/process-frameworks version 7.2.1 has 44 major IT management processes
• IT Capability Maturity Framework (IT-CMF) https://ivi.ie/critical-capabilities/ contains 37 critical capabilities
The following model has not been evaluated
• Skills Framework for the Information Age (SFIA) - http://www.sfia-online.org/ lists over 100 skills
Presented at Interaction Intranet conference. London September 2015.
Sam Marshall ClearBox Consulting.
Digital Workplaces should be driven by an employee-centred view. Here I present a manifesto for what typical matters to them, arguing that the technology to serve these needs over time will evolve, but the needs themselves are more enduring.
Journey To Cloud – Arrive First with ServiceNow and AccentureAccenture Operations
Accenture helps companies drive greater innovation, flexibility and experiences into the enterprise with ServiceNow, managing the simplest to most complex cloud transformations with our end-to-end services, broad ecosystem, industry skills and size and scale.
A Starter Guide to IT Managed ServicesDavid Castro
Making the switch to MSP is worth the time and effort because MSPs are approximately 200-400% more profitable than non-MSPs. And MSPs are 3x to 10x more valuable than traditional VARs. This 21-page guide will help you: --Develop and execute on a solid business strategy for running a managed services company --Choose the right IT systems management solution to help enable your vision --Price your managed services fairly, competitively, and profitably --Understand MSP pricing and profit scenarios including cost, profit, and MRR/project/breakfix calculations and analysis --Avoid some common pitfalls --Understand the benefits that come with implementing managed services correctly --Understand how an IT service provider successfully rolled out managed services for its customers and transformed into one of the largest MSPs in the country. December 2012.
To succeed in the Digital Era, organizations turn to Microsoft Digital Advisory Services. Digital Advisors like myself work with organizations to reimagine and transform customer
engagement, employee experiences, business models and operations, to empower organizations to reach their digital aspirations.
Welcome to learn more about our Advisory Services.
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.
Maximizing Value at Kemper with a Workday Learning Launch in 145 DaysWorkday, Inc.
In the wake of a complex merger, Kemper Corporation needed assistance in getting its workforce on the same page. Kemper’s Anabell Fabian explains how Workday Learning enabled just-in-time training for a new batch of employees.
Digital Transformation Toolkit - Framework, Best Practices and TemplatesAurelien Domont, MBA
This Digital Transformation Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 3,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation Toolkit. It includes all the Frameworks, Tools & Templates required to successfully undertake the Digital Transformation of your organization.This Slideshare Powerpoint presentation is only a small preview of our Toolkit. You can download the entire Toolkit in Powerpoint and Excel at www.slidebooks.com
The launch of ITIL4 revived Axelos presence in the Service Management scene. Although it is only the foundation material, it gives a good indication of the direction the latest framework version wants to guide you on your service management journey.
In this session, we will review how ITIL positioned itself in the new Service Management world. Both the new and renewed concepts will be analysed. What is that SVS all about? Will the SVC be supportive enough in your daily practice? And what about the openness towards other models? Does agile really fit in? Can ITIL and DevOps connect
MES PREPARATION AS THE KEY TO SUCCESS
Learn about a proven and mature methodology to develop a conceptual solution architecture designed to meet the business objectives of the pharma/biotech manufacturing business. Our approach involves a strategy development methodology that brings focus and enables superior solution architecture tailored for Manufacturing Systems solutions, S95, and S88 standards. The key benefit of this methodology is effective alignment of business and technology.
Develop a prioritized capital project planning roadmap to meet business objectives.
Strategic Technology Management process for MES Applications for IT Enterprise Architecture.
Discover a holistic visual tool that enables harmony between all departments stakeholders.
Gilad Langer, Director of Automation & MIS, NNE
Using Business Architecture to enable customer experience and digital strategyCraig Martin
Digital disruption is shifting business model design from a focus on product profitability to a stronger focus on customer experience and lifetime value.
The presentation looks at environmental pressures caused by digital disruption and identifies how to use business architecture and business design to address these changes.
It covers business architecture for digital strategy, customer-driven value chains, re-writing of the 4Ps of the marketing mix, and the nine laws of disruption and how they affect business model design.Craig also investigates the changes afoot with strategic business planning and Enterprise Architecture, which are experiencing their own form of disruption. Will Enterprise Architecture as we know it become a commodity too?
This presentation was delivered as an OpenGroup webinar and is available for viewing from the www.enterprisearchitects.com web site.
Webcast Presentation - "Build an App for That": Empowering Business Developer...GRUC
BlueMix is a PaaS that enable developers to deploy applications based on standard platforms (JEE, Node.js, Ruby ...) with ease. This eliminates the need to install and deploy an OS, platform, Middleware etc.
Learn how a business developer (a person that may not be able to develop an application soup to nuts) can use RapidApps to develop and deploy web/mobile application to the cloud with ease. Sheehan Anderson, Advisory Software Engineer, IBM, demonstrates how to build a typical situational app in a matter of minutes, run a website and connect to it from your browser or mobile device.
With BlueMix and RapidApps, anyone can "build an app" to solve their business needs.
This document brings together a set
of latest data points and publicly
available information relevant for
Agile & AI Operations Industry. We
are very excited to share this content
and believe that readers will benefit
from this periodic publication
immensely.
Location sensing and IBM presence insightsDerek Baron
The next generation of context-aware apps will use a variety of location sensing technology as its canvas for creating more productive, meaningful, and interactive user experiences.
IBM Presence Insights Integrates multi-sensor engagement capabilities, Facilitates mobile apps that sense, analyze, act, engage, and Partnership opportunities (retail, events, social media).
Software Engineering: Designing a Better Experience for Communications, Media...Cognizant
Software makes the world go ‘round, from hyperefficient business operations to users wowed by the newest app interface and digital products. For CMT companies, software development innovation is the key not only to enhancing business agility but to rapidly designing and offering extraordinary experiences and cutting-edge products that will continually satisfy and delight customers.
IT Managers Answer Questions about the Future of the Digital EconomyBMC Software
Nearly 100 IT managers were asked about the future of the Digital Economy. What’s changing, what’s at stake, what are the biggest challenges? BMC Digital Enterprise Management can help make your digital business fast, seamless, and optimized. Find out how: http://www.bmc.com/dem
Why Digital Transformations are Failing at ScaleTasktop
During this webinar guest speaker, Forrester VP, Principal Analyst, Diego Lo Giudice, and Tasktop CEO, Dr. Mik Kersten, present their research on why transformations are failing at scale and how a product value stream approach enables organizations to survive and thrive in the age of digital disruption.
Pleasure to present this introduction to IBM cognitive business to business leaders in Hamilton, Ontario. Covers: what cognitive computing is, how businesses are using it to their advantage, and steps to getting started. Includes links to videos "IBM Today" and "IBM Woodside Energy".
Adapted from Nancy Pearson, VP Cognitive Business Marketing "Intelligent enterprise: Cognitive Business" presentation from World of Watson Oct 2016.
Inv113 the war for talent are you prepared for the battle of your life_david...David Leaser
Session at IBM Connect 2014 delivered by Marcia Conner, Sensify Group; David Leaser, IBM Corporation; Sandra Conner, IBM Corporation.
Despite the high unemployment rates in many countries, more than 65% of global leaders cite “talent and leadership shortages” as their #1 business challenge. And the problem is getting worse: A full 90% of organizations do not have all the skills they need to be successful. How can that be? In this session, we will challenge you to throw out everything you know about attracting, hiring and building talent in your organization. Then we’ll show you the technology and programs IBM is building to develop talented, inspired employees who create great things for your company.
David Leaser is the business development executive for IBM’s Global Skills Initiative. Leaser developed IBM’s first cloud-based learning solution and is the author of a number of thought leadership white papers on talent development, including “Migrating Minds” and “The Social Imperative in Workforce Development. Leaser has trained more than 4,000 clients and developed more than 30 training manuals and video tutorials.
GE created an enterprise-wide KM Strategy and began implementation in early 2016. In three years, they have designed and launched 160+ global communities for their engineering staff and others across GE businesses (with more than 130K members). Their focus is on tacit knowledge exchanges for GE’s engineering workforce. Within a year, they expect to grow to about 200 communities that engage about 175,000 employees in primary and supporting roles to our 55K+ engineers. In this session, see inside how GE is working within and across businesses to connect employees and drive business value, and experience a live tour of aspects of their digital workplace that showcases their Knowledge Management approach and user experience.
Delivering the right experiences with the adoption training at CDW enabled coworkers to embrace change and adopt new meeting technologies. In this case study, get a a quick glimpse of how we drove impactful results.
Unleashed by new digital business models and new work-styles, work has evolved to take on more digital dimensions. However, this has resulted in increasingly complex IT environments. Workers today are frustrated and overwhelmed with multiple apps and technologies they need to get through their day. They want to have access to information more seamlessly and have the ability to work on any device from any location. In this case study, reimagine what it means to harness and simplify technology to drive greater engagement, efficiency and productivity and learn how to manage a truly unified digital workplace that is secure and intelligent.
Understand how New York City's Commission on Human Rights implemented a new digital application to a union workforce that was working to be digitally fluent. In this session, learn the importance of including diverse users from different levels of an organization with implementing digital solution.
Office 365 is becoming a significant component within enterprise digital workplaces across the globe. The O365 platform often gets purchased under the guise of modernizing SharePoint, Exchange, and Office licensing under a single umbrella, but also includes a growing set of other services. This leaves enterprise licensees wondering just what they bought. What’s good, what’s bad, and what’s downright ugly? Savvy workplace leaders will assess Office 365 products on their individual merits, and set their colleagues’ expectations accordingly. Take a critical tour of the O365 environment based on research from hard-hitting critiques to key components of Redmond’s cloud suite.
HR leaders know the difference between winning or losing talent often comes down to one thing: Employee Experience (EX), or how your people feel about the day-to-day work of work. In this session, learn how HR can break down the problems that plague core HR processes and bring down EX friction, fragmentation and silos by bringing their work into an adaptive collaboration hub. Take a deeper look at how HR teams can break down communication silos, integrate all of their apps and tools and create an employee experience within HR that has lasting impact on any organization.
How can we enable a more efficient and streamlined operational environment that enhances our employee experience? What needs to happen in order for us to succeed in our vision to create the best intelligent travel ecosystem? What role does AI, data and emerging technologies play across our organization? Learn how Finnair, a 95 year old airline, has been navigating towards a future proof working environment.
Machine learning is changing the way we do everything: decide who is credit worthy, who should be freed from prison, which children are at risk of abuse and who should see which news. But machine learning comes with trade-offs. In this keynote, examine how machine learning will reshape business strategy, examine the ethics and politics of using machine learning to make important decisions and use case studies to explore how regulation may change the nature of business strategy.
Driven by the many challenges facing digital workplace practitioners today, knowledge management has spent the last 20 years building up rich practice around nurturing collaboration, knowledge sharing and content. In this workshop, learn how to help your employees connect with information and each other. Let knowledge management do what it does best: avoid reinventing the wheel.
Microsoft Search is one of the most powerful and useful workloads in Office 365 used all over the world. However, too often it fails due to poor understanding and implementation. This workshop provides key tips and tricks to help you understand the do’s and don’ts with handling content, taxonomy and information architecture in Office 365 to get the best from Search. Find out what configuration and customization options are best, and what's on the roadmap for the future.
Named winner of Digital Workplace of the Year award in 2018 by DWG in partnership with SMG/CMSWire, Liberty Mutual is an example of one of the most well-executed, high-performing digital workplace environments. This workshop will look at the journey to build an Intelligent Workplace platform exploring the productivity burdens employees face, use of digital assistants and chatbots and the importance of enhancing the employee experience.
Major research studies are indicating the importance of equipping the workforce with the skills to work digitally. However, many organizations are failing to address this challenge. This workshop corrals a selection of examples of best-practice digital skills initiatives inside a range of organizations.
Having issues with your intranet search experience? This session will give you the tools and techniques to address your search woes. You will walk away with a deeper understanding of the role your content plays in the process. You will learn how to use analytics to diagnose problems, establish potential solutions, and measure your progress. Finally, you will be exposed to some new technologies that can support you in delivering a search experience your users will love.
Feeling frustrated by a lack of effective collaboration and visible work in your organization? Do the powers that be still believe using social tools is a drain on productivity? Whether you want to kickstart using social in your organisation or want to revive flagging initiatives, learn how to build a thriving, resilient enterprise social network. Get business results through this engaging hands-on session with tips and techniques for going the distance and succeeding with your enterprise social efforts.
Elevating Tactical DDD Patterns Through Object CalisthenicsDorra BARTAGUIZ
After immersing yourself in the blue book and its red counterpart, attending DDD-focused conferences, and applying tactical patterns, you're left with a crucial question: How do I ensure my design is effective? Tactical patterns within Domain-Driven Design (DDD) serve as guiding principles for creating clear and manageable domain models. However, achieving success with these patterns requires additional guidance. Interestingly, we've observed that a set of constraints initially designed for training purposes remarkably aligns with effective pattern implementation, offering a more ‘mechanical’ approach. Let's explore together how Object Calisthenics can elevate the design of your tactical DDD patterns, offering concrete help for those venturing into DDD for the first time!
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.
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Securing your Kubernetes cluster_ a step-by-step guide to success !KatiaHIMEUR1
Today, after several years of existence, an extremely active community and an ultra-dynamic ecosystem, Kubernetes has established itself as the de facto standard in container orchestration. Thanks to a wide range of managed services, it has never been so easy to set up a ready-to-use Kubernetes cluster.
However, this ease of use means that the subject of security in Kubernetes is often left for later, or even neglected. This exposes companies to significant risks.
In this talk, I'll show you step-by-step how to secure your Kubernetes cluster for greater peace of mind and reliability.
LF Energy Webinar: Electrical Grid Modelling and Simulation Through PowSyBl -...DanBrown980551
Do you want to learn how to model and simulate an electrical network from scratch in under an hour?
Then welcome to this PowSyBl workshop, hosted by Rte, the French Transmission System Operator (TSO)!
During the webinar, you will discover the PowSyBl ecosystem as well as handle and study an electrical network through an interactive Python notebook.
PowSyBl is an open source project hosted by LF Energy, which offers a comprehensive set of features for electrical grid modelling and simulation. Among other advanced features, PowSyBl provides:
- A fully editable and extendable library for grid component modelling;
- Visualization tools to display your network;
- Grid simulation tools, such as power flows, security analyses (with or without remedial actions) and sensitivity analyses;
The framework is mostly written in Java, with a Python binding so that Python developers can access PowSyBl functionalities as well.
What you will learn during the webinar:
- For beginners: discover PowSyBl's functionalities through a quick general presentation and the notebook, without needing any expert coding skills;
- For advanced developers: master the skills to efficiently apply PowSyBl functionalities to your real-world scenarios.
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
Transcript: Selling digital books in 2024: Insights from industry leaders - T...BookNet Canada
The publishing industry has been selling digital audiobooks and ebooks for over a decade and has found its groove. What’s changed? What has stayed the same? Where do we go from here? Join a group of leading sales peers from across the industry for a conversation about the lessons learned since the popularization of digital books, best practices, digital book supply chain management, and more.
Link to video recording: https://bnctechforum.ca/sessions/selling-digital-books-in-2024-insights-from-industry-leaders/
Presented by BookNet Canada on May 28, 2024, with support from the Department of Canadian Heritage.
JMeter webinar - integration with InfluxDB and GrafanaRTTS
Watch this recorded webinar about real-time monitoring of application performance. See how to integrate Apache JMeter, the open-source leader in performance testing, with InfluxDB, the open-source time-series database, and Grafana, the open-source analytics and visualization application.
In this webinar, we will review the benefits of leveraging InfluxDB and Grafana when executing load tests and demonstrate how these tools are used to visualize performance metrics.
Length: 30 minutes
Session Overview
-------------------------------------------
During this webinar, we will cover the following topics while demonstrating the integrations of JMeter, InfluxDB and Grafana:
- What out-of-the-box solutions are available for real-time monitoring JMeter tests?
- What are the benefits of integrating InfluxDB and Grafana into the load testing stack?
- Which features are provided by Grafana?
- Demonstration of InfluxDB and Grafana using a practice web application
To view the webinar recording, go to:
https://www.rttsweb.com/jmeter-integration-webinar
You already rely on virtual assistants in your everyday life—from checking the weather to streaming your favorite songs. Whether you’re at home or on-the-go, intelligent assistants help you tackle your growing to-do list easily and efficiently. But it shouldn’t stop there. What if you could on-board an employee while ordering a latte? Or have your new address updated by HR with a single text? Experience the future of work, the BMC Helix way, with BMC Helix Digital Workplace and BMC Helix Chatbot.
We will now dig deeper into the three key driving forces for digital transformation and the future of work:
Changing Workforce
Consumerization of the Enterprise
Intelligent Automation
Driving Force # 1: A Changing Workforce
Millennials make up the largest group of the American labor force (35%) according to Pew Research Center.
Source Link: https://www.pewresearch.org/fact-tank/2018/04/11/millennials-largest-generation-us-labor-force/
Source Year: 2018
As these digital natives advance in the workplace and more enter the workforce, talent retention will also be a major issue. These workers expect to have the best tools, with most millennials believing modern and up-to-date technology to be one of the most important aspects of a workplace.
The demand for digital skills is outpacing supply, and the next gen workforce will combine human and machine intelligence.
Driving Force # 1: A Changing Workforce – cont’d
In order for organizations to keep up with the pace of change, they need to attract and retain top talent made up of this younger generation. According the McKinsey and Company, in the next 5 years, the demand for talent to deliver on new [digital] capabilities will significantly outstrip supply. For agile skills, demand will be 4x supply; for big-data talent, it will be 50-60% greater than supply.
Source Link: https://www.napawash.org/uploads/Academy_Studies/NAPA_Launch_--_McKinsey_presentation.pdf
Source Year: 2018
Key Takeaway: Providing a people-centric, flexible, and consumer-grade employee experience can help the modern enterprise attract and retain the best and brightest.
Driving Force # 2: Consumerization of the Enterprise
Your employees want the latest technology at the office. They don’t want to have to use multiple clunky portals or login multiple times to complete a simple task like viewing their employee benefit information.
An overwhelming majority of employees surveyed worldwide by The Workforce Institute wish their workplace technology was as easy and powerful as their personal technology.
Just like users of consumer apps, enterprise application users prefer responsiveness, contextual awareness and easy-to-use functionality.
But that is not the current state of the workplace. In a survey conducted recently by the Workforce Institute, more than half of all employees surveyed worldwide (55 percent) agree it’s easier to search for new movies on Netflix than to check the details of their employee benefits.
Source Link: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/
Source Year: 2018
And as the future of work grows more and more remote, keeping contract and field service workers with no central office engaged and connected will become increasingly difficult.
For the U.S. financial sector, 51 percent of employees say shopping on Amazon to quickly find what they need is easier than asking their manager to take off a sick day, while 53 percent of contract and field service workers – who often don’t report to a central office – say it’s easier to talk to personal digital assistants like Alexa, Cortana, and Siri than to their manager.
Source Link: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/
Source Year: 2018
And when it comes to job satisfaction and engagement levels, not being able to get the information they need quickly and easily has a significant effect. In fact, more than a third of employees surveyed worldwide (35 percent) feel their job is harder than it should be because of outdated processes and legacy technology, according to research by the Workforce Institute
Source Link: https://workforceinstitute.org/workplaces-falling-behind-todays-on-demand-culture-user-friendly-technology-a-top-priority-for-2019/
Source Year: 2018
Key takeaway:
The expectations of your employees are changing. They want to use the same technology they have become accustomed to in their everyday life. Enabling your workforce with the most up-to-date technology that is both simple and intuitive will be a key differentiator in the accelerating competition for top talent.
Driving Force # 3: Intelligent Automation
Automation of activities can enable businesses to improve performance, by reducing errors and improving quality and speed, and in some cases achieving outcomes that go beyond human capabilities.
Not only is automation an important trend, it also makes good business sense.
According to the McKinsey Global Institute, every sector of business from education to manufacturing has at least 31% automation potential.
Source Link: https://public.tableau.com/profile/mckinsey.analytics#!/vizhome/AutomationBySector/WhereMachinesCanReplaceHumans
Source Year: 2017
The potential labor cost savings that could be achieved by implementing intelligent automation solutions like chatbots, and virtual assistants is huge.
According to McKinsey, the wages associated with these automatable activities is $2.7 Trillion dollars in the US alone.
Source Link: https://www.mckinsey.com/~/media/mckinsey/featured%20insights/Digital%20Disruption/Harnessing%20automation%20for%20a%20future%20that%20works/MGI-A-future-that-works-Executive-summary.ashx
Source Year: 2017
In addition to labor cost savings, the potential for automation also includes performance gains including:
Increased profits
Improved safety and quality
Higher employee productivity
Key takeaway: Automation does not mean replacing employees, but augmenting their abilities. Building the enterprise of the future means increasing employee engagement while driving workforce efficiency, allowing high-skilled personnel to focus on more strategic tasks.
There is an important link between engaged employees, the customer experience, and achieving better business outcomes
Reason #1: ENGAGED EMPLOYEES IMPACT THE CUSTOMER EXPERIENCE
According to a study by Temkin Group, a leading customer experience research and consulting firm, customer experience leaders have more engaged employees. 79% of employees who work at companies with “significantly above average” customer experience in their industry are “highly” or “moderately” engaged, compared with only 49% at companies with “average” or “below average” customer experience.
Source Link: https://www.temkingroup.com/wp-content/uploads/2017/05/1703_EEBenchmarkStudy17_FINAL.pdf
Source Year: 2017
Reason #2: THE CUSTOMER EXPERIENCE IS KEY
And why should positively impacting the customer experience be priority for today’s business leaders? The best opportunity for growing your business is the customer experience, with consumers willing to spend up to 16% more on products and services with companies that offer a better experience.
Source Link: https://www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf
Source Year: 2017
Reason #3: BETTER PERFORMING COMPANIES HAVE MORE ENGAGED EMPLOYEES
Engaged employees are more present and productive; they are more attuned to the needs of customers; and they are more observant of processes, standards and systems. When taken together, the behaviors of highly engaged business units result in 21% greater profitability.
Source Link: https://www.gallup.com/workplace/236366/right-culture-not-employee-satisfaction.aspx
Source Year: 2017
According to the study by Temkin Group, better performing companies have more engaged employees.
82% of employees at companies with strong financial results are “highly” or “moderately” engaged, as opposed to only 68% at under-performing companies.
Source Link: https://www.temkingroup.com/wp-content/uploads/2017/05/1703_EEBenchmarkStudy17_FINAL.pdf
Source Year: 2017
Key takeaway:
Improved employee engagement better customer experience increased business value
When employees are satisfied and engaged, the result is deeper customer connections and an elevated customer experience which results in better business outcomes
Trends and technology gain momentum in consumer lives before enterprises implement them. Messaging and Chatbots are taking off in a big way:
Forrester estimates that companies can typically deflect 20% to 30% of calls, emails, or chats with an effective chatbot.
When done correctly, Forrester survey of 22 enterprise orgs say they can have a big impact. 50+% saw customer sat improvement in only 1-3 months.
Left side are events that are driving momentum of Chatbots
Firstly, we all have mobile devices, and most have smart phones.
5 Billion mobile phones, 45% of the population will have smartphones in the next 2 years.
Chatbots are particularly well suited for mobile — perhaps even more so than apps.
Messaging is at the heart of the mobile experience, as the rapid adoption of chat apps and chatbots demonstrates that.
Voice activated Assistants
60.5 million Americans will use Siri, Cortana or another virtual assistant at least once a month in 2017 (eMarketer)
In 2017, 35.6 million Americans will use a voice-activated assistant device at least once a month. That’s a jump of 128.9% over last year (eMarketer)
Virtual Assistants are becoming a part of people’s everyday lives
Advances in AI technology in the last couple of years has really enhanced the user experience
NLP and AI technologies have enabled Chatbots and Virtual Assistants to really understand user intentions, and learn from mis-understandings
As a result, these factors are really driving the adoption of chatbot technologies, and the business outcomes that are being derived from their use
1. Deflection: Chatbots can deflect 20% to 30% of calls, emails, or chats 1
2. Cost Savings: 88% saw deflection/reduction in volume of email, calls, chats 2
3. Employee engagement: 71% saw increase in customer satisfaction 2
BMC Helix Digital Workplace enables businesses to improve workforce agility, employee productivity, and the employee experience by delivering intelligent, omni-channel self-service through a flexible and intuitive user interface.
BMC Helix Digital Workplace delivers a convenient, adaptive, and context-aware platform that produces sophisticated, consumerized experiences to support your employees whenever, wherever, and however they want to work.
BMC Helix Digital Workplace features:
Omni-channel Experience
Employees can utilize the BMC Helix Chatbot by seamlessly accessing services across any channel including SMS, Skype, Slack, and web. This delivers an intuitive, intelligent, and omni-channel experience to support employees whenever, wherever, and however they want to work. This also lowers service costs by reducing calls to the service desk by as much as 33%!
Unified Service Catalog
BMC Helix Digital Workplace is a holistic approach to service delivery that eliminates disparate applications, portals, and systems to provide stakeholders across the enterprise a single entry point to the services they need.
Eliminate catalog sprawl and deliver diverse services through with service bundles. Service bundles are catalog items that contain multiple services, from various business units, that are fulfilled within a single service request.
BMC Helix Digital Workplace also offers powerful connectors that make it easy to integrate into leading industry services and platforms like Microsoft Office 365, Microsoft Azure, Atlassian JIRA, Amazon Web Services, and more.
BMC Helix Digital Workplace brings all enterprise service offerings together behind a single pane of glass through a highly collaborative and intelligent system to achieve new levels of workforce agility, productivity, and efficiency.
Scaling Service Delivery Beyond IT
With BMC Helix Digital Workplace, organizations can create sub-catalogs to distribute services, bundles, banners, service actions, and virtual marketplaces in the BMC Helix Digital Workplace Service Catalog among internal service providers who manage catalog items for various Lines of Business, such as HR, facilities, procurement, and more.
Device Agnostic
BMC Helix Digital Workplace now features an all-new responsive design. Modern and sleek, it is completely device agnostic so whether you access on mobile, tablet, or desktop, it is one consistent experience for all employees. Deploying the app to employees is easier than ever before with a simple deployment process that requires no installing or downloading for end users, giving employees the power to find what they need, when they need it, from wherever they are, so employees can get back to the work they love doing.
Amazon-like experience for browsing the catalog
Google-like search for finding useful catalog items, requests, ticket templates, knowledge articles and other resources
User ratings and feedback help users identify the most relevant resources
Shopping-cart experience enables users to select multiple items at once
Unified portals for IT and Lines of Business like HR, Procurement, Finance, and more…
BMC Helix Digital Workplace is now completely device agnostic -- giving employees the power to find what they need, when they need it, from wherever they are – across any device
Whether your employees need IT, HR, facilities or other services, they’ll find it all in a single one-stop shop! With just a few clicks, they can do everything from employee onboarding to getting the latest work travel app, seamlessly! This eliminates catalog sprawl through a unified service store.
Helix Chatbot Integration
Helix Digital Workplace together with Helix Chatbot provide intelligent conversational experiences, changing the way service is consumed and delivered.
The value of this approach goes far beyond convenience. AI-powered experiences can make it easier for IT to deploy services, and easier for users to adopt them. As an effective and popular self-service channel, chatbots also ease the burden on service desk staff while improving user satisfaction.
Done right, a chatbot makes it possible to standardize and extend processes to make your existing services better, and scale new ones more easily.
Omni-Channel = All Channels
BMC has received the highest scores in four out of five use cases, including both the Advanced Digital Workplace ITSM and Advanced-Maturity I&O uses cases, in Gartner Inc.'s August 22, 2018, Critical Capabilities for IT Service Management Tools.1
1Gartner, "Critical Capabilities for IT Service Management Tools," by Rich Doheny, Chris Matchett, Kenneth Gonzalez, August 22, 2018.
In addition, Gartner released its 2018 Magic Quadrant for IT Service Management Tools2, where BMC is positioned as a Leader for the fifth consecutive year and positioned furthest on the completeness of vision axis in the Leaders quadrant.
2Gartner, "Magic Quadrant for IT Service Management Tools," by Kenneth Gonzalez, Rich Doheny, Chris Matchett, August 16, 2018. The report was formerly titled Magic Quadrant for IT Service Support Management Tools.
Business Challenge
Transport for London (TfL) runs London’s public transport system, including the Underground, above-ground trains, buses, taxis, trams, and boats. To modernize the underground, in 2015 TfL launched the Fit-for-Future Stations project, which applies leading-edge technologies to automate processes, support electronic payments, and keep passenger-operated devices running smoothly. The project focuses on greater mobility for the station staff so they can come out from behind the ticket windows and spend their time in the concourse. Equipped with mobile devices, they are continuing to handle their traditional responsibilities while also being available to answer customer questions and solve transport issues.
BMC Solution
TfL agents use BMC Helix Digital Workplace to receive notifications when passenger-operated TfL machines need servicing. Remedy Service Management and the BMC Helix CMDB manage incidents and relay alerts and notifications to the appropriate people.
Business Impact
The BMC solutions are improving productivity by enabling agents to spend their time in the concourse where they can take care of routine tasks more quickly while also improving the customer experience.
Mobile alerts and notifications for 4,500 ticket vending machines, turnstiles, gates, and other devices accelerate the handling of tasks such as replenishing ticket stock and fixing jams.
BMC Helix Digital Workplace will easily scale to support an expected 50% increase in devices monitored as TfL expands the Fit-for-Future model to other transport systems.
Cost savings and the ability to generate new revenues are positioning TfL for its transition to self funding, which will occur within two years.
Business Challenge
Switzerland’s Federal Office of Meteorology and Climatology, MeteoSwiss, creates tailor-made products and services for delivering first-class weather and climate services to the Swiss public and the international community. To better serve its users, MeteoSwiss saw a need for improvements to ticket entry and first-call resolution rates. In response, the Information and Communications Technology (ICT) department reinvented the way technical and business users access services, introducing a modern, app-store style interface that makes it faster and easier for MeteoSwiss’ tech-savvy user community to access dozens of IT and non-IT services.
BMC Solution
Working with BMC partner ITConcepts, MeteoSwiss rolled out mobile self-service app BMC Helix Digital Workplace, which improves productivity by providing formless requests, context-aware services, and social collaboration for the digital workplace, and Smart IT, BMC’s people-centric interface for empowering ICT to deliver improved quality services to users.
Business Impact
Technical teams leverage BMC Helix Digital Workplace through a highly efficient interface for capturing incidents, requests, and changes. Business people use an engaging graphical interface to access 40 services, ranging from submitting incidents, service requests, and changes to scheduling meeting rooms.
Free-form text entry speeds ticket creation and contextual information relevant to the incident speeds resolution.
Agents generate tickets in half the time previously required.
First call resolution rates have increased from 60%-70% to 85%-90%.
A self-help library has increased user satisfaction and engagement while reducing service desk call volumes by 30 percent.
See a Demo of BMC Helix Digital Workplace and BMC Helix Chatbot