Why Is IT Automation Growing Stronger?

Why is IT Automation Growing Stronger?

May 3, 2018 Presented by:

Bruce Dillon, Offering Manager, Hybrid Cloud Deepak Goyal, Offering Manager, IBM Control Desk Marco Cardelli, Offering Manager, IBM Workload Automation

IBM Hybrid Cloud © IBM Corporation 1 IT Automation is undergoing a generational change

1. Task and Process Automation • Automate repetitive activities • Implement automated best practices to improve efficiency and effectiveness up to 90% - or more • May span physical and virtual worlds • Frees workers to focus on knowledge-based and creative tasks

2. Cognitive Assistance • Drives an additional ~30% improvement in knowledge worker productivity • Knowledge workers spend an average of ~23 hours per week searching for information, data, and expertise • Automates e.g. searching (big data), discovery, statistical analysis, knowledge capture • May include natural language interaction

Cost $ $$ $$$$ $$$$$$$

Time     Metric Users N/A   

Shift Left High

In an Optimized Organization the In a Typical Organization the majority of issues & requests Volume Mid majority of issues & requests are resolved Automatically or by End are resolved by Agents and

Users SMEs Issue Low Typical Org Optimized

IBM Confidential 3 Service Management Evolution Evolution

Service IT Service Cognitive Service Desk Management Management

User Interactions Agent / SME +Self-Service +Virtual Assistance

User Experience Phone Web Web 2.0 / Mobile

Environment On-Prem On-Prem / Cloud Hybrid Cloud

Environment Change Rate Relatively Low Higher Dynamic

Services IT Services & Assets Enterprise / Smart Assets Hybrid Cloud

Process Incident, Request, etc. +Change, Config, etc. More collaborative

Posture Reactive More Proactive More Cognitive

IBM Confidential Shift Left Means Empowering Requesters and Driving Automation

Distributed Knowledge Resources

Web Feeds Documentation Knowledge Sources Watson Requesters / Knowledge Fulfillers / End Users & Insights IT Staff IBM Control Desk Knowledge Self Service Governance Requests Fulfillment Service Processes Solutions Resolution Automation & Service Catalog Integration CMDB

Actions & Discovery Hybrid Environments

Endpoints On-Prem Enterprise Cloud

IBM Confidential 5 IBM CONTROL DESK

1. ITSM Best Practices Process Implementation

V 7.6.0.3 2. Modern Self-Service Portal

V 7.6.0.3 3. Knowledge Management with Watson Explorer

V 7.6.0.4 4. ICD Mobile App

V 7.6.0.4 5. Watson Virtual Agent Integration

6.Cognitive IT Service Management

17 IT Service Management Best Practices Process Implementation

IBM Control Desk provides: o Best-practice processes for managing IT services o Single Point of Contact for IT and end users o Hub for workflow and integration

ICD 7.6.0.3 boasts a thoroughly modern, powerful, flexible self- service portal:

o End users can easily submit requests, report issues, search for help and solutions, chat with an agent, and select services and offerings from the service catalogue

o Enables clients to empower their business and end users, thereby saving time and costs, and reduce workloads for support organizations

o The Web 2.0 UI can be easily and quickly configured, updated, skinned, and branded to fit any environment or rapidly adapt to changing needs. Check status of Requests o The easily-navigable service catalogue enables a request-driven paradigm with powerful automation capabilities. User options can be dynamically defined by domain and CI lookups.

o Custom dialog support in V 7.6.0.4

“Think Ahead” works like “Type Ahead” to match issues with potential solutions

Watson Explorer Integration

o Knowledge is power in the digital enterprise. ICD integration with WEX enables users to seamlessly search across distributed and varied information sources (web support sites, local ICD knowledgebase, documentation, 3rd-party knowledge sources, manuals, etc.).

V 7.6.0.4

MAY 2018

11 IBM CONTROL DESK - WATSON VIRTUAL AGENT

V 7.6.0.4

17 Watson Virtual Agent Integration IBM and Business Partner Opportunities

Knowledge base across domains Virtual Agent IBM Control Desk (ICD)

REQUESTS Training WATSON Service SOLUTIONS Management System

Live Agent

17 Watson Virtual Agent: Ticket Handoff

1 1

1 End User requests to open a ticket in ICD.

2 Chat Transcript attached to ticket 2

1 End User requests to Chat with a Live Agent in ICD (if enabled)

Details Hill Personas Who What Wow Hill #1 – Virtual Agent An End User can, with zero wait time access 24X7 assistance and use natural •End User Ticket deflection with NLP language chat for issues, requests, and answers to questions. Issues will be resolved over 30% of the time at the first point of contact and faster than via V 7.6.0.4 interaction with a live agent. Issues that are not that are not resolved will be seamlessly routed to the most appropriate live support channel or to a the appropriate request or report an issue form with minimal data loss or need for data reentry.

Hill #2 – AI-Assisted ITSM A Service Desk Agent can successfully process 30% more tickets and reduce •Service Desk Agent Accelerate ticket handling, MTTR ticket travel time by 60% with AI-assisted ticket classification, prioritization, and •ITSM Analyst routing to the most appropriate resolver. Time to root cause determination for an Analyst is accelerated by correlating and presenting relevant data 75% faster (history, solutions, contacts, Cis etc.).

Hill #3 – Cognitive Dashboard A Service Delivery Manager can see KPIs that quantify and visualize •Service Delivery Quantify and optimize cognitive improvements due to cognitive service management (deflection rates, ticket Manager service management velocity, productivity). They can also view issues that are problematic (improvement needed) and successfully resolved (candidates for automation), and trending (predictive insights).

Self Service Service Desk User Agent Service Delivery Manager Notices and disclaimers

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