Automation as the

future of Service

Management

Introduction

Facts and Figures:

German based Software Company

>15 years OMNITRACKER

>400 man-years development included

>60.000 concurrent clients installed

Agenda

Topic: Automation as the future of Service Management

1. Service Management Explained

What is Service Management

Who is involved in Service Management

2. Automation Explained

Why Automation

What to Automate

Result of Automation

3. Automation Examples

Internal process

Customer Case Valid

Customer Case Brussels Airport Company

4. Conclusion

Target of this presentation is to explain

how Automation can increase the quality,

decrease cost and shorten lead time of

your processes

1. Service Management Explained

OMNITRACKER

1. Service Management Explained

What is Service Management ?

• Service Management focuses on providing added value to the customer and also to the

customer relationship.

Who is involved in Service Management?

1. Service Management Explained

Organisation

Service Management Team

Experts

Specialists

Generalists

• Focused on Operational and Support teams

• All supporting profiles are involved

• Generalists 1st Line

• Specialists 2nd Line

• Experts 3rd Line

Business/HR/Finance/IT/Sales …

2. Automation Explained

OMNITRACKER

Workload

Workload

Workload

Why Automation?

Operational and Support Team

Experts

Specialists

Generalists

• We see the following points:

Heavy workload on technical profiles

Extensive Lead time

High risk for human errors

High load of repeating work

2. Automation explained

What to automate?

2. Automation explained

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

• Repetitive tasks

Process Models or BPM

• Well described processes

Runbook Automation

• Collecting info out of other tools

Interfacing means less manual work

• Input forms

Additional questions based upon the information

given

What is the result of automation?

2. Automation explained

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

Automation

Automation

Automation

1. Cost Reduction

2. Increased Efficiency

3. Decreased Lead Times

4. Increased Quality

What is the result of automation?

2. Automation explained

1. Cost Reduction

Reduced manual labour per process

Service cost can be reduced

2. Increased Efficiency

3. Decreased Lead Times

4. Increased Quality

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

Automation

Automation

Automation

What is the result of automation?

2. Automation explained

1. Cost Reduction

2. Increased Efficiency

Automation speeds up processes

Build once, re-use many times

3. Decreased Lead Times

4. Increased Quality

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

Automation

Automation

Automation

What is the result of automation?

2. Automation explained

1. Cost Reduction

2. Increased Efficiency

3. Decreased Lead Times

Processes are finished more quickly

No more waiting for human availability

4. Increased Quality

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

Automation

Automation

Automation

What is the result of automation?

2. Automation explained

1. Cost Reduction

2. Increased Efficiency

3. Decreased Lead Times

4. Increased Quality

Automation leads to Quality Assurance

Less Human Errors

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

Automation

Automation

Automation

What is the result of automation?

2. Automation explained

1. Cost Reduction

2. Increased Efficiency

3. Decreased Lead Times

4. Increased Quality

+ Increase of Customer Satisfaction

Operational and Support Team

Workload Experts

Workload Specialists

Workload Generalists

Automation

Automation

Automation

3. Automation Examples

OMNITRACKER

No

Automation

Basic

Automation

Enhanced Automation

Automation maturity levels

LEVEL 3 (High Automation)1. Processes: All repetitive / well described processes are fully

automated2. People: Can focus on core tasks, repetitive work is

Automated 3. Product: Intelligent service management tool supporting the

automated processes. No need for external tools

LEVEL 2 (Basic Automation)1. Processes: Some repetitive work is worked out in a process2. People: Some small parts are processed automatically (no manual labor)3. Product: Ticketing service management tool integrated with external automation tools

LEVEL 1 (no Automation):1. Processes: Work instructions on paper2. People: Engineers do everything manually, each time again3. Product: Basic ticketing service management tool

3. Automation Examples

3. Automation Examples

Example of Automation: New Employee Process

Effective at every company

High volume in every company

Easy to automate

3. Automation Examples

New Employee Process (simplified)

Many ways of Automation techniques

are possible

Example is a BPMN 2.0 process

workflow

BPMN 2.0 is supporting automated

execution

ITIL Service Request for new employee

ITIL Service Request for new employee

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

„Token“ –

shows

actual point

of execution

Process start

New Employee Process (1)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

Simultaneous execution starts

„Parallel

Gateway“ –

Creates

multiple

tokens

New Employee Process (2)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

„Exclusive

Gateway“ – A

decision is

made

(automatically)

„Script Task“ – A

script generates

an available

Login-name

„User Task“ – A

task is created

Parallel tokens reach

the first BPMN Element

Install

Phone

New Employee Process (3)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

PC is not in

stock : Task

„Purchase

PC“ is

created.

Parallel

execution of

two „Service

Tasks“ which

communicate

with external

systems.

Purchase

PC

Decision / Service tasks

Install

Phone

New Employee Process (4)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

User 3

completes

Task „Install

Phone“.

Install

Phone

Service Tasks are auto executed &

User 3 executes his task

Purchase

PC

New Employee Process (5)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

User 1

completes

Task

„Purchase PC“.

Task „Setup

PC“ is created

for user 2.

Purchase

PCSetup PC

User 1 executes his task

New Employee Process (6)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

User 2

completes Task

„Setup PC“

Setup PC

User 2 executes his task

New Employee Process (7)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

Merge parallel

Tasks

SR is fulfilled

New Employee Process (8)

Task-List for user 1:

Task-List for user 2:

Task-List for user 3:

End of process

New Employee Process (9)

ITIL Service Request example

3. Automation Examples

Customer Examples

1. Service Provider: Valid (Netherlands)

2. Internal IT: Brussels Airport Company

‘Microsoft Orchestrator’ Interface

Customer Case #1

Valid office

Valid Customer

MicrosoftOrchestrator

3. Install OK / NOK

Customer Case #1: Valid (NL)

Use Case:

1. Customer request for f.e. Software installation (Automatic confirmation of request)

2. Automatic installation of Software via Microsoft Orchestrator

3. Feedback Microsoft Orchestrator when software is installed

4. Automatic confirmation of Installation

Valid Customer

Valid Customer

Benefits of the process Automation

1. 24x7 support (self service)

2. Standardisation of work and customer environments

3. Decrease of human errors

4. Security / Delegation of control

5. Shorten lead time of change/service requests

Customer Case #1: Valid (NL)

‘Access Request’ Automation

Customer Case #2

Supplier Access Request via the Brussels Airport website

Customer Case #2: Brussels Airport Company

Account creation request

Account

creation

Account is available

Give access to site

Account is available

+ context

Open

Close

Access Request

Via Sharepoint

Actors:

Before Automation: Average Lead time of 7 days

Customer Case #2: Brussels Airport Company

Before Automation

Actors:

After Automation: Average Lead time of 2 hours

Customer Case #2: Brussels Airport Company

After Automation

Automated

Account

creation

Access Request

Via Sharepoint

Service Request

Choose & Check User-ID

Close Ticket

Creation User

“Your Account is available”

“User-ID & Password”

Approval

Customer Case #2: Brussels Airport Company

Benefits of the process Automation

1. Process requires far less manual work per request (7 manual steps to 1)

2. Lower cost, Higher efficiency (Decrease of Actors)

3. High Volume Process, High ROI

4. No typing errors (1 Tool)

5. Encreased supplier satisfaction

4. Conclusion

OMNITRACKER

4. Conclusion

Automation provides cost-, quality- and time efficiency

Cost Time Quality Flexibility

Lower Cost

Optimize to

Core tasks

Less manual

Labor

Delivery

Speed

Lower end to

end process

time

Low lead time

Top Quality Consistent

Quality Process

improvement Increase

customer satisfaction

Volume

Flexibility

Reuse

Changes can

be

implemented

quickly

Thank you for your attention!

Questions ?