Sumit Kumar Jha, Integration & Automation: Future of Service Fulfilment

SUMIT KUMAR JHA
Integration & Automation:
The Future Of Service Fulfilment

- Sumit K. Jha
Integration & Automation: The Future Of Service Fulfilment
About Me
Professional Background
Over 14 years of experience in IT & Service Management Consulting
Senior Consultant, Tech Mahindra, India
Entrepreneur for approx 5 years
Speaker at various Expert Forums
Educational Background
ITIL® V3 Expert and ITIL® V2 Service Manager Certified
Certified Process Professional Master ®
PRINCE2® Practitioner
PROZM® Certified Hardware Asset Management Professional
PROZM® Certified Software Asset Management Professional
Six Sigma Green Belt Certified
M.S. (Consultancy Management), Gold Medalist - BITS, Pilani
B.E. (Electronics)
Publications
Book titled ‘Tackling Roadblocks During IT Implementation’ (ISBN: 9788192043302)
Articles published online
Blog: www. process-consultant.blogspot.com
www.about.me/sumitkjha
ITIListheregisteredtrademarkofOGCinUKandothercountries

- Sumit K. Jha
Session Overview
An overview
Overview
Key Issues At Service Desk
Trends
Why Self-Service Is Beneficial?
The Future
INTELLIGENT Service Catalogue
Automated Fulfilment
Achieving Integration & Automation For Service Fulfilment
Key Functionalities
Benefits – INTELLIGENT Service Catalogues
Benefits – Automated Fulfilment

- Sumit K. Jha
Today’s World
www. process-consultant.blogspot.com
Today’s World is of... Self-Service... Self-Help...
Do-It-Yourself
Do-It-Yourself
Do-It-Yourself

- Sumit K. Jha
Current Market Need

- Sumit K. Jha
Overview
Users need to create a ticket for:
Issues they face
Services they need to avail
Information they need
Ticketing tool implementations should automatically differentiate between an incident
and a service request
 Most organizations have implemented self-service, also referred to as self-help
In many cases implementations are not effective since:
 Tools were poorly implemented
 Organizations considered self-service as a mean of eliminating customer interaction
 Implementation followed ‘Inside-Out’ approach
 Self-service interactions were not monitored and/or analyzed
 Self-service behavior could not be garnered as an organization culture

- Sumit K. Jha
Key Issues At Service Desk
High number of support requests; Support department is over worked
Poor customer satisfaction levels
Enforcing Self-Service
Monitoring and measuring Self-Service
Wrongly created support tickets (Service Request as Incident and vice-versa)
High support cost
Staffing and training
Others

- Sumit K. Jha
Trends
CUSTOMER DESIRE SELF-SERVICE
“83% of consumers said they would follow pro-active notification instructions, rather than call the Service
Desk.”
– Amdocs
SELF-SERVICE MARKET IS GROWING
“Fuelled by customer demand, organizations are escalating their web self-service deployments as they see the
cost saving and productivity benefits of offering non-voice channels.”
– Gartner
SELF-SERVICE MAKES FINANCIAL SENSE
“Revenue for web self-service is reported at over $1bn – the market is expanding by an average of over $100m
a year.”
– Gartner
DIVIDENDS OF AUTOMATED FULFILMENT
“Optimizing the traditionally people-resource intensive process of request Fulfilment can pay massive
dividends.”
- Forrester Research
FUTURE IS AUTOMATED FULFILMENT
“Sustain service management and automation funding. The future of IT is highly automated service
Fulfilment and adaptation.”
- Forrester Research

- Sumit K. Jha
Why Self-Service Is Beneficial?
Improves Customer Experience
Reduces Incoming Support Request
Reduces Service Desk Cost
Fights Customer Attrition

- Sumit K. Jha
Available Solutions
Every Service Management tool has a Service Catalogue and Self-Service Portal
Major players include:
BMC
HP
CA
ServiceNow
Others
COTS lacks an integrated solution
No evidence of an integrated solution development and deployment by System
Integrators
Automation of fulfilment is dependent on the maturity of the organization
In all available tools Service
Catalogue and Self-Service
exists independently;
Integrated solution is not
available.

- Sumit K. Jha
THE FUTURE IS OF:

- Sumit K. Jha
INTELLIGENT (SMART) Service Catalogue
Provides a very user friendly Service Catalogue
Ensures effective differentiation between service requests and incidents
Integrates Self-Service with Service Catalogue
Enforces Self-Service while positively impacting user/customer satisfaction
Service Catalogue searches the knowledge base to identify a solution for the service that user
wants to avail
Prompts the user with a solution for Self-Service
 E.g.: A software installation can be directly initiated if user wants to use Self-Service
User can decide to ignore the prompted solution and proceed with ticket creation

- Sumit K. Jha
Automated Fulfilment
Approved requests are automatically fulfilled
Both server side and client side (desktop and laptops) fulfilment is possible

- Sumit K. Jha
Integration – Level 1: Enforcing Self-Service
Customization required in Service Request Management or Request Fulfilment tool
Self Service module should be referred/called
 Knowledge base is to be searched for a relevant solution
User has to be prompted with the solution
 If user opts for prompted solution, automated fulfilment is triggered
 If not then normal course of request Fulfilment followed

- Sumit K. Jha
Integration – Level 2: Automated addition of services to catalogue
Add a new service to Service Catalogue automatically post change approval
Integration – Level 3: Integration with automation tools for automated fulfilment
Integration required with:
 Orchestration tools
 Server side automation tools
 Client side automation tools
 Network side automation tools

- Sumit K. Jha
Key Functionalities
Integrated
Self-Service
Centralized
Request
Management
Enhanced
User
Experience
Automated
Fulfilment
Analysis &
Reporting
Solution should enforce
Self-Service and must be
integrated within ticket
creation process; Should
prompt a ‘Do-It-Yourself’
resolution.
Solution should be ‘One-
stop shop’ for business
users to request services
from IT, Finance, HR and
others departments.
Easy to navigate GUI must
simplify ticket creation for
the user. Solution should
distinguish between
incident and service
request.
Should minimize human
intervention, reduce
errors and radically cut
Fulfilment time through
server & client side
automation.
Analytics feature must
ensure effective monitoring,
measurement and reporting
on effectiveness of Self-
Service and automated
Fulfilment.

- Sumit K. Jha
Key Benefits – INTELLIGENT Service Catalogue
INTELLIGENT or SMART Catalogue can ensure over 50% reduction in Service Desk calls
thereby:
Reducing call wait time for your users
Improving productivity of Service Desk
 Better First Time (or Contact) Resolution
 Providing faster turnaround for user requests
Reducing support cost

- Sumit K. Jha
Key Benefits – Automated Fulfilment
Automated Fulfilment ensures over 40% reduction in fulfilment tasks of technical teams
thereby:
Freeing technical teams from mundane tasks and making them available for core support
activities
Providing faster fulfilment of user requests
Reducing support cost
Improving productivity of the support staff

- Sumit K. Jha
Other Benefits
Other key benefits:
Improved customer experience
 Better CSAT
 Reduces customer attrition
Reduces cost of training
Enable maturity and evolution of service desk role profile
Level 1 can take additional responsibilities of troubleshooting and isolation of issues to the
component level

sumitkjha@gmail.com
www.about.me/sumitkjha

Sumit Kumar Jha, Integration & Automation: Future of Service Fulfilment

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