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Why Is IT Automation Growing Stronger?

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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 Copyright © 2018 IBM Corporation. All rights reserved. 18 “Shift Left” to Reduce Time, Costs, and Free Up Resources Resolver Automated End User Agent SME 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 Copyright © 2018 IBM Corporation. All rights reserved. 18 ICD + Maximo – extends ITSM to Enterprise Asset Management Copyright © 2018 IBM Corporation. All rights reserved. 18 V 7.6.0.3 Modern Self-Service Portal Request Services and Automate Fulfillment 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 Copyright © 2018 IBM Corporation. All rights reserved. 18 V 7.6.0.3 Knowledge Management with Watson Explorer “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.). Copyright © 2018 IBM Corporation. All rights reserved. 18 IBM Control Desk Mobile App 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 Copyright © 2018 IBM Corporation. All rights reserved. 18 End User Accesses Watson Agent from ICD Copyright © 2018 IBM Corporation. All rights reserved. 19 COGNITIVE ITSM 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 Copyright © 2018 IBM Corporation. All rights reserved. 20 Watson Virtual Agent: ICD Live Agent Handoff 1 1 End User requests to Chat with a Live Agent in ICD (if enabled) Copyright © 2018 IBM Corporation. All rights reserved. 21 Cognitive Service Management Hills Hill 1 Hill 2 Hill 3 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 Copyright © 2018 by International Business Machines Corporation (IBM). as illustrations of how those customers have used IBM products and No part of this document may be reproduced or transmitted in any form the results they may have achieved. Actual performance, cost, savings or without written permission from IBM. other results in other operating environments may vary. U.S. Government Users Restricted Rights — use, duplication or References in this document to IBM products, programs, or services does not disclosure restricted by GSA ADP Schedule Contract with IBM. imply that IBM intends to make such products, programs or services available Information in these presentations (including information relating to products in all countries in which IBM operates or does business. that have not yet been announced by IBM) has been reviewed for accuracy Workshops, sessions and associated materials may have been prepared by as of the date of initial publication and could include unintentional technical or independent session speakers, and do not necessarily reflect the typographical errors. IBM shall have no responsibility to update this views of IBM. All materials and discussions are provided for informational information. This document is distributed “as is” without any warranty, purposes only, and are neither intended to, nor shall constitute legal or other either express or implied. In no event shall IBM be liable for any damage guidance or advice to any individual participant or their specific situation. arising from the use of this information, including but not limited to, It is the customer’s responsibility to insure its own compliance with legal loss of data, business interruption, loss of profit or loss of opportunity. requirements and to obtain advice of competent legal counsel as to IBM products and services are warranted according to the terms and the identification and interpretation of any relevant laws and regulatory conditions of the agreements under which they are provided. requirements that may affect the customer’s business and any actions IBM products are manufactured from new parts or new and used parts. the customer may need to take to comply with such laws. IBM does not In some cases, a product may not be new and may have been previously provide legal advice or represent or warrant that its services or products will installed. Regardless, our warranty terms apply.” ensure that the customer is in compliance with any law. Any statements regarding IBM's future direction, intent or product plans are subject to change or withdrawal without notice. Performance data contained herein was generally obtained in a controlled, isolated environments. Customer examples are
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