Learn how you can utilize the integrated service management solution which combines the power of IoT, AI (Artificial Intelligence) and RPA (Robotics Process Automation) to modernize your enterprise service need

1. © Copyright 2017 STUPA IT Ltd. All Rights Reserved.
Enterprise Service Management
– Taking a Paradigm Shift in the Digital Era
Speaker: Subrata Mandal
Chief Advisor
STUPA IT Advisory Council
27th April 2017
Flexible Friendly Forthright

2. ✓ What is Enterprise Service Management (ESM)?
✓ From ITSM to ESM
✓ What’s changing? Challenges?
✓ Emerging gaps in ESM
✓ Introducing iFIX – to move over from ITSM to ESM with a “value based
competitive edge”
✓ iFIX value propositions
Agenda
Note: ITSM- IT Service Management

3. Enterprise Service Management (ESM) is the
application of service management principles to
all the areas (Depts, Functions or Business
Process Areas) of an organization including its
partners.
Enterprise Service Management (ESM)

4. IT Services Mgmt
(ITSM)
From ITSM to ESM
• Receives organizational IT
needs
• Delivers IT services
• Applies a process based
approach (D > T >O)
Support the business:
• Improve operational
efficiency
• Mitigate risk
• Facilitate strategic
planning
Enterprise Services Mgmt
(ESM)
• Apply the concept of ITSM to fulfil all
the service needs of an organization
• Cross departmental
• Across the partners
• Use similar materials, tools & expertise
Enterprise benefits through:
• Improved productivity
• Waste elimination
• Higher visibility & control
• Employee &/or partner
satisfaction

5. • Enterprise users – anytime anywhere, on the go
• Partner ecosystem – users and extended users
• Collaboration – interconnected applications
• No time for logging service requests/issues faced
• Expectation on automatic resolution
• Real time service health dashboard
What’s Changing?

6. Challenges?
Integrated Service Management Value ChainWhat the customer wants?
Monitor Health,
Capture
Requirements
Automatically
1 Insights, Triaging,
Self-Service2
Right Expert,
On-time,
Transparency3
Real-time
Service
Analytics4
• Absence of Self help reducing employee productivity
• Several manual intervention on the real version of SLA
• Limited Service Analytics
• Lack of automation in service management
• Fragmented service thru’ multiple applications
• Absence of built-in best practice
Multiple hops
leading to
multiplicity of
issues
What is
prevalent?

7. Emerging Gaps in Service Management
• Outcome-centric, Cloud based, mobile-enabled solution
• Automatic fault detection to resolution (Zero touch resolution)
• Persona driven, 24x7 Web & App productivity (Zero downtime)
• Tool-driven Ideation & Innovation culture
• Collaboration framework for Process Knowledge enhancement
• Speed-boat like change delivery
• Fully automated service analytics (Descriptive, Predictive, Prescriptive)
Emerging Gaps in Service Management

8. Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation
Emerging Gaps in Service Management
• Outcome-centric, Cloud based, mobile-enabled
solution
• Automatic fault detection to resolution (Zero touch
resolution)
• Persona driven, 24x7 Web & App productivity (Zero
downtime)
• Tool-driven Ideation & Innovation culture
• Collaboration framework for Process Knowledge
enhancement
• Speed-boat like change delivery
• Fully automated service analytics (Descriptive,
Predictive, Prescriptive)
Introducing iFIX: Enterprise Service Mgmt Solution
Process
Automation
Automated
Service
Management
Automated
Analytics
Do It
Yourself
iFIX bridges the gap
iFIX
iFIX is a cloud based Service Management Tool
based on IoT, RPA & AI principle

9. • A service management software based on
IoT, AI & RPA principle to address the
emerging service needs
• A cloud-based Tool with built-in
design automation that works in
SaaS model
SMA ( Service Mgmt. Analytics )
Artificial Intelligence (AI) based Descriptive,
Prescriptive & Predictive Analytics provides
online, real-time service KPIs. Improves in-house
efficiency, service provider efficiency, better
contract mgmt.
RTS ( Real Time Solution ) DIY
Artificial Intelligence (AI) based real-time intelligent
solution provides self-service Do-It-Yourself (DIY)
features. Recommends & Resolve faster; Kills recurrences;
Reduce TCO.
DSE ( Digital Service Exchange )
Robotic Process Automation (RPA) based technical
platform through which all service related collaboration
happens. Exchange & Resolve Incidents, Problems,
Service Requests, Inquiry.
ITSM (Traditional IT Service Mgmt.)
Traditional ITSM for Managed Services, App &
Infrastructure Support, ITO & BPO. Document Mgmt.
(DOCU+); Escalation Mgmt. (ECM) and all associated ITSM
functionalities
UXM ( User Experience Manager )
Internet of Things (IoT) and Artificial Intelligence (AI)
based technical solution for automatic fault detection &
analysis. Capture, Read, Understand & Analyze data;
Derive the Decision Models for business use.
DSD ( Digital Service Desk )
Robotic process automation (RPA) based
technical solution, works between receiver and
provider org. Coordinate, find, route & assign the
service requirements to appropriate authority
automatically.
Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation; SaaS- Software as a Service
iFIX: At a Glance
iFIX
iFIX

10. Xperience Dashboard – Org Service Health at Finger Tips Any Time

11. 10 Modules Brings in End2End Integrated Service Management
1. UXM (User Experience Manager)
2. DSE (Digital Service Exchange)
3. DSD (Digital Service Desk)
4. RTS (Real Time Solution)
5. ACM (Agile Change & Release Manager)
10. SMA (Service Mgmt
Analytics)
8. IVG (Innovation & Value
Generator)
7. TKM (Transition & Knowledge Manager)
6. ECM (Escalation Manager)
9. DOCU+ (Document
Manager)

12. IoT Gateway
UXM
(User Experience
Manager)
DSD
(Digital Service
Desk)
DSE
(Digital Service
Exchange)
RTS
(Real Time Solutions)
Do It Yourself
SMA
(Service Mgmt. Analytics)
iFIX
Differentiators
Traditional
IT Service Mgmt.+ =
DOCU+ ECM
RPA Agent Collaborative Platform AI based Solution
BIG DATA Engine
AI based Analytics
• Descriptive
• Predictive
• Prescriptive
iFIX: How it works?
Note: IoT- Internet of Things; AI – Artificial Intelligence; RPA – Robotic Process Automation; SaaS- Software as a Service, *upcoming module
iFIX
ACM*
(Agile Change Manager)
(Document Manager) (Escalations Manager)
TKM*
(Transition & Knowledge Manager)
IVG*
(Innovation & Value Generator)
ACM*
(Agile Change Manager)
Any Consumer Application
Any Business Application
Any Product with connectivity

13. User Experience Dashboard
• Web Health
• App Health
• Device Health
• Automated Prescription for
Incidents/ Problems/ Service
Request
Cloud Server
BIG DATA Platform
AI based Analytics Engine
• R Analytics
• M/c Learning Languages
How IoT & AI Resolves Industry Challenge thru’ iFIX?
Note: IoT- Internet of Things; AI – Artificial Intelligence
Any Consumer Application
Any Business Application
Any Product with connectivity
IoT Gateway
Incidents Problems Serv Reqst

14. iFIX: Value Proposition
Lowest TCO
Happy Employee
Higher C-SAT
No License Fee Better UI;
IoT, AI, RPA
Technology
No Infrastructure
No Implm. Cost
Industry
Best Practice
iFIX is committed to drive business outcome
through superior service mgmt experience
Superior
Outcome

15. iFIX: Implementation Approach
• Capture service requirements through workshop
• Configure iFIX
• Migrate existing ticketing data
• End User/ Super User/ Resolver Group training
• Unlimited User Ids
• Access through mobile
• Get alerts & e-mails on ticket status
• Chat with Expert
• Tag your recognition in social media
• Alarms for High Priority Incidents
• Use industry standard SLA
• Refer 1 Mn+ Appln error (SAP, Oracle, M/Soft, SFDC, Pega,.)
• Monitor progress thru’ SLA Meter
• Do-It-Yourself using Real Time Solution (RTS) from Day #1
• Escalate thru’ iFIX
1 Week to Go-Live
Ready for use/
Ready to migrate
Mobile & Social
Enabled
from Day #1
Industry Best Practice
As a reference model

16. Business Scenario
Demo Thru’ iFIX

17. Business Scenario for iFIX Demo
Scenario #1: User Experience Manager (UXM)
Experience Dashboard
Service Health Monitoring (App/Device)
Hot-Warm-Cool (HWC) Zone of Your Business
Demo thru’ iFIX

18. Business Scenario for iFIX Demo
UXM
(User
Experience
Manager)
Business
Users
Business
Owners/
Super
Users
L2 Service
Provider
Team
(Int/ext)
L3 Service
Provider
Team
(Int/ Ext)
L4 Service
Provider
(S/W
Vendor)
iFIX
DSD
DSE
Ticket Flow F/w Movement Responses/ Collaboration/ Resolution
Scenario #2

19. Business Scenario for iFIX Demo
UXM
(User
Experience
Manager)
Business
Users
Business
Owners/
Super
Users
L2 Service
Provider
Team
(Int/ext)
L3 Service
Provider
Team
(Int/ Ext)
L4 Service
Provider
(S/W
Vendor)
iFIX
DSD
DSE
Ticket Flow F/w Movement Responses/ Collaboration/ Resolution
Scenario #5

20. Thank You!
For further info on iFIX: Enterprise Service Management, please contact tsmarketing@jktech.com