WIXLIB

IT Service Management – Responding to TheDigital WorkforceJaspreet SinghITSM Solution Architect, Unisys24th August 2017 2014 Unisys Corporation. All rights reserved.1

Introduction and Background Intro of myself and background– 2 mins Evolution of Traditional Service Management to Digital Service Management – 5 mins How Digital Service Management Maturity Model can assist as a roadmap – 5 mins Define Digital Service Management and associated framework – 5 mins Digital Service Desk, why is it needed and what does it look like – 10 mins Describe some of the key technical components of Digital Service Desk such as autonomics, analytics,personas and cognitive agents highlighting the operational benefits – 15 mins Future trends and closing statement -3 mins Questions – 5 mins 2014 Unisys Corporation. All rights reserved.2

WE ARE LIVING IN A DIFFERENT ERAHelp Desk1970’sService Desk1990’sSelf Service2010’sDigital SupportToday 2014 Unisys Corporation. All rights reserved.3

IT’S TIME FOR DIGITAL BUSINESS“Digitalization is no longer a sideshow —it has moved to center stage and is changing thewhole game.”2015 Gartner CIO Agenda Report79 %of IT spending will be “inside” the IT budget, but that much digital innovationcan and will be funded outside the planned IT spending.2015 Gartner CIO Agenda Report 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

Evolution Driver - The IT Balancing Act 2014 Unisys Corporation. All rights reserved.5

Gartner’s Third Era of Enterprise ITClient NGAGEIT CraftsmanshipIT Business ModelsCapabilitiesProgramming,System ManagementIT Management,Service ManagementDigital LeadershipEngagementIsolated, DisengagedInternally and ExternallyTreat Colleagues asCustomers, UnengagedWith ExternalCustomersTreat Colleagues asPartners, EngageExternal CustomersOutputs andOutcomesSporadic Automationand Innovation,Frequent IssuesServices and Solutions,Efficiency andEffectivenessDigital BusinessInnovation,New Types of ValueFocus 2014 Unisys Corporation. All rights reserved.6

Service Management Maturity ModelService ManagementMaturity Level 1ChaoticNormService ManagementMaturity Level 2ReactiveService ManagementMaturity 3ProactiveStabilize, Mature & OptimizeService ManagementMaturity Level 4Service OrientedInnovateService ManagementMaturity Level 5Value CreationInnovateExisting*(most accounts)Phase 1Phase 2Phase 3 Loosely definedroadmap of futureprocesses Lack of governance Long delivery leadtimes and time tovalue Minimal centralizationof process Produce monthlyreactive reports Long lead times tonew features/functions Reporting turnaroundlengthy Report on agingincidents weekly Varying governancemodels End user acceptanceof tools, processes islow Clearly definedprocesses withaccountability thatdetail the practicalapplication of people,processes and toolsthat support theservice managementprogram Standardizedreporting and metricsthat delivermeaningful data Defined roadmap tothe future with clearvalue statements andobjectives Conduct regularreviews of servicedelivery quality Have a well definedgovernance structurein place Continuous processimprovement withimproving metrics Processes are thecore operatingprinciple thatcontribute to servicequality Wait until somethingbreaks or causes amajor servicedisruption to figure outthe process Manual processes Multiple vendorsperforming work Decentralized support Process standards inplace but notconsistently executed Reporting isinconsistent anduntimely Hybrid supportstructure-somecentralized/decentralize Centralized supportmodel for most keyprocesses Process innovationworkshops with endusers at least annually Measurement ofefficiency (employeeproductivity) andeffectiveness (EndUser satisfaction) ofbusiness processesacross businessExisting 2014 Unisys Corporation. All rights reserved.7

Service Management Maturity Model ProgressionIT Service Management Maturity ModelIT ScoreLevel 2IT ScoreLevel 3IT ScoreLevel 4IT ScoreLevel 5ValueIT Service CatalogIT Service ManagementServiceProcess-to-Service Map2017IT Service View CMDBConfiguration RepositoryITSM ToolsITSMProcessesIT Service LeadershipIT ScoreLevel 1Movingone levelon scaleusuallytakes18-24monthsProcessAsset 2014 Unisys Corporation. All rights reserved.8

Digital Service Management FrameworkIntegrated ServiceViewsPeople FocusedSystems of EngagementAnalyticsMobilityIT AssetEnd TSM Service ImpactDevOpsBig DataCloudSecuritySIEMData FocusedSystems of AutomationBusiness 2014 Unisys Corporation. All rights reserved.9

Digital Service ManagementFoundational ElementsCreation and ModernizationAggregationDefining a new Digital ServiceManagement ecosystem andmodernizing and existing ServiceManagement environment to be Digitalenabled by creating a service portfolio,defining descriptions, maps,dependencies and workflows toimplement, manage and maintaindigital servicesA single source multichannel user experienceprovided via an app storethat is underpinned by anenterprise service catalogfor automating the ordering,billing, and provisioning ofbusiness servicesOrchestration andAutomationThe ability to orchestrate theprovisioning and automate thehealing of events that impactbusiness servicesManagementIntegrationInsight and OptimizationMobilityOn-going management forService Managementapplications residing on aworkflow managementplatformService integration ofexternal businessprocesses and applicationsinto a ServiceManagement ecosystemThrough the use of Analytics and Real-timedash-boarding provide recommendationsand improvement actions to remove defectsthat are causing poor Service Deliveryperformance or quality of services beingdelivered which then lowers operating costsand improves customer satisfactionProviding thedevelopment of ServiceManagementapplications for mobiledevices 2014 Unisys Corporation. All rights reserved.10

DOES YOUR BUSINESS HAVE WHAT IT NEEDS TO SUCCEED? The Digital Generation expectsan exceptional experience – andare more than willing to goaround IT to get what they want Transforming into a digitalbusiness will help organizationsdeliver the experience today’susers demand Business organization’s end-userservices portfolio needs toprovides the capabilities ITneeds to effectively empower theDigital Generation 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

THE DIGITAL GENERATION IS HERE!Forces of Digital BusinessSocialMobileBig Data &AnalyticsCloudThe Internetof Things 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

THE DIGITAL SERVICE DESKOptimizing user productivity andsatisfactionFlexibility and Choice Social Self-Service Chat, email, remote Self-help portalPersona-Driven Resolution Relevant support routing and SLAsCulture and Empowerment Change management and communicationsto drive desired usageContinual Optimization Automation and analytics Proactive service 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

CONTACT CHANNELSFamiliar SupportChannelsAdvanced SupportChannelsPhone (Basic)Web Submit (Basic)Email (Non-Structured)CLIENT INTEGRATED SERVICECATALOGfor auto-routing and specificsupport requestsENABLE SOCIAL MEDIA AS ACHANNEL TO THE SERVICEDESKReduce the use ofemailTECHCAFÉShoulder Taps & Users thatdon’t contact the SDDrive Self-Service AdoptionCTI / AUTOMATEDENTITLEMENTPhone (Automated Entitlement& IIVR)Web (SRM) – Self ServiceChat/Video – Self ServiceTechcaféfor high-densitylocationsSocial Self-Service 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

DESIGN SERVICES AROUND END-USER NEEDSFASTER RESOLUTIONFASTER RESOLUTIONWHAT DO IDO?WHAT DO INEED?WHAT DO IEXPECT?Role, activities,KPIs, work patterns,workplaceMobility, data access,security, connectivity,collaboration,responsivenessEmotional profile,attitude to technology,service expectations 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

Example - SEAMLESS ISSUE RESOLUTIONWith Automation Techniques (self-service example)Userencounter’san issue .goes to KMcenter, findstheappropriatearticle No incidentlogged article has“click to fix”option downloadsthe program User quicklyresolves his ownissue executesit issue isresolved Frees up ITresources for othercritical issuesApplying automation resolves issues faster and improvesconsistency, resulting in improved customer satisfaction 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

MOVE TO SELF-HELPThrough Dynamic Knowledge ManagementSAAMPLE Self-Service APPLICATIONSEARCHKNOWLEDGE BASESOCIALCOLLABORATIONIntelliSearch (IntelligentSearch capability)Knowledge Data Base(Internal Documents)Social CollaborationIntelliSearch Quick LaunchTool BarExternal SourcesSupport (videos etc.)Social Network Analysisto Identify Experts byProblem TypeAuto SuggestionEnhanced KnowledgeDB relevancyANALYTICSQuery Spell CheckSentiment AnalysisProblem Pattern basedTaxonomyRelevancy and RankDocument Preview andHighlightingAuto Heal & Click toFix AlgorithmsUpdate Experts andGroups Conversationto KDBProactive ComplaintHandlingPersona AnalyticsReporting andVisualizationsIntegration withFB, YouTube,Twitter, etc.SupportCommunityConversationsMonitored andsupported byService Desk"The NewDigitalWorkplace"Generate incident with contextualdataSERVICE DESK OPERATIONS 2015 Unisys Corporation. All rights reserved. 2016 Unisys Corporation. All Rights Reserved.

AUTONOMICS: THE “INTELLIGENCE” INCOMPUTINGWhat: Self-learning and managingcomputing Autonomics are self-learning/remediatingcomputing engines that makes autonomousdecisions.Challenges: Lots of Hype,Lots of Noise, Lots ofPossibilities/Uses What is real?What are the focus areas forsuccess?What will it take to get started?Benefits: Lay thefoundation to transform tothe next generation DigitalService Support CenterRevolutionize!“The Proactive tyTraditional“The Ad-hoc ServiceDesk”ITProductivityAutonomics Requires a SolidFoundation to be Successful 2014 Unisys Corporation. All rights reserved.18

INTELLIGENT COGNITIVE AGENTWhat: An Intelligent,Conversational VirtualService Provider Benefits: Improved end user satisfactionincreased productivity, reduced costs A cognitive, human like, virtualagent engages with end usersto resolve typical servicequestions in a personalizedmanner Responsiveness: 365x24x7, No queuingProductivity: Repurposes L1 functions andresolves issues (can be extended to L2)No Rip and Replace: Integrates with supporttechnology (KM Automation, incidentmanagement, Social, IVR, etc.)Challenges: Increased End UserExpectations 65% of Millennials surveyed don’t wantto deal with a live agent1Gartner predicted by 2020 “users willmanage 85% of their relationship with theenterprise without interacting with ahuman”. 21 20162 2011IBM Millennials Customer SurveyGartner Customer 360 Summit 2014 Unisys Corporation. All rights reserved.19

CONTINUOUS SERVICE IMPROVEMENTThrough Service Delivery Analytics (SDA)Service Delivery AnalyticsIndustry BestPractice GuidanceAlignmentMulti-DimensionalMetric MethodologyServiceQualityQuality Oversightand DefectManagementResolutionOptimizationthrough SDAAnalyticsCustomerSatisfactionService us Service ImprovementManufacturing Company ASA improvement of 65%,FCR improvement to 90% Improvement of C-SAT by13% Reduced Service Desk staffby 30%Large Financial Services Firm Improved CSAT from 93% to96% Reduced Service Desk Staff by40% and Field dispatch staffby 33% 27% Cost savingsOne of the world’s leading life sciencescompany Reduced desktop support personnel by 36%Large Software Company – Northwest Significantly outperforming 4 year serviceincumbent in productivity and quality after 3months and 32% cost savings 2014 Unisys Corporation. All rights reserved.20