Service Automation: Enabling The Self Service Generation - Jan-Willem Middleburg
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Transcript of Service Automation: Enabling The Self Service Generation - Jan-Willem Middleburg
Pink Elephant – Leading The Way In IT Management Best Practices
Service Automation: Enabling The Self Service Generation
Jan-Willem Middelburg Regional Director, Asia
Pink Elephant
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 2
The Service Automation Framework
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
ITIL defines a Service as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks."
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Before We Begin…
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
§ Brief Overview of Service Automation § History of Automation § Digitization of Services 2020
§ The Business Case of Service Automation § The Self Service Generation
§ The Service Automation Framework § The ‘Heart’ of Service Automation § The ‘Brain’ of Service Automation § The Service Automation Blueprint
§ Service Automation in Practices § Next steps in setting up Service Automation
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Agenda
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Mechanical Automation
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Electrical Automation
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Processing Automation
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Process Automation
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Waves In Automation
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What Is Service Automation?
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
The Service Automation Definition:
“Service Automation is the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology and concepts in order to systematically exceed user
expectations.”
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Service Automation
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Service Push vs. Service Pull
Push
Pull
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THE BUSINESS CASE Why Service Automation?
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Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 14
The Self Service Generation
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
§ Is used for services that are available 24x7 § Is focused on User Experience (UX) instead of
customer satisfaction § Is in charge of his or her own decisions § Is tech savvy: knows how to use technology
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The Self Service Generation
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
§ The AUTOMATED delivery of SERVICES
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Service Automation Means
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
5 Business Drivers for Service Automation § By definition, Service Automation facilitates a scalable business model
by which companies can enter new markets more easily and attract new customers
§ Service Automation assists companies to make data-driven decisions based on earlier interactions with users and customers. Frequently, decisions based on facts prove to be more reliable;
§ Service Automation is automatically user central. Services are always designed for user needs, focusing primarily on an optimal user experience
§ The aim of Service Automation is to automate unnecessary manual labor, providing a more cost-efficient service delivery organization
§ And last but not least, by breaking down services into easy-to-understand steps, Service Automation provides a framework for consistently exceeding user expectations. Ultimately, the concept of serendipity management transforms customers into fans
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The Business Case For Service Automation
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
THE SERVICE AUTOMATION FRAMEWORK
How To Design For Automated Services
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Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
Serendipity Management • Serendipity Process
Service Delivery Automation • Request Process • Inquiry Process • Resolution Process • Upgrade Process • Feedback Process
Automated Deployment • Provisioning Process • Familiarization process • Fulfillment Process
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Technology Service Design
User
The Service Automation Framework
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 20
How To Design Automated Services
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The User
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Service Design: SAF Blueprinting
Demographics:
• Age
• Gender
• City
• Family
• Etc.
Psychographics: • Information • Content • Ease of Use • Privacy Security • Graphic Style • Fulfilment
Orientation
Booking
Course Materials
Course Delivery
Evaluation
Booking Confirmation
Invoice
Venue Details
Evaluation Form
Website
LMS Evaluation Tool
Registration Process
Invoicing Process
Evaluation Process
Admin
Finance
Marketing
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 23
Technology
Platform
Users Service Providers Applications External Services
Users Service Providers Applications External Services
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Technology Integration: Automation
Demographics:
• Age
• Gender
• City
• Family
• Etc.
Psychographics: • Information • Content • Ease of Use • Privacy Security • Graphic Style • Fulfilment
Orientation
Booking
Course Materials
Course Delivery
Evaluation
Booking Confirmation
Invoice
Venue Details
Evaluation Form
Website
LMS Evaluation Tool
Registration Process
Invoicing Process
Evaluation Process
Admin
Finance
Marketing
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
Serendipity Management • Serendipity Process
Service Delivery Automation • Request Process • Inquiry Process • Resolution Process • Upgrade Process • Feedback Process
Automated Deployment • Provisioning Process • Familiarization process • Fulfillment Process
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Technology Service Design
User
The Service Automation Framework
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 26
Automated Deployment
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 27
Automated Service Delivery
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Serendipity Management
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 29
Serendipity Management
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 30
The Value Of Service Automation
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
Serendipity Management • Serendipity Process
Service Delivery Automation • Request Process • Inquiry Process • Resolution Process • Upgrade Process • Feedback Process
Automated Deployment • Provisioning Process • Familiarization process • Fulfillment Process
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Technology Service Design
User
The Service Automation Framework
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 32
Serendipity Management For KLM
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Automating Exceeded Expectations
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Transforming Customers Into Fans
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Service Automation At Netflix
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Enterprise App Stores
Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved.
Don’t forget to fill out the session evaluation in the event app.
We value your feedback.
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Session Evaluation
Service Automation: Enabling The Self Service Generation © Pink Elephant, <year>. All Rights Reserved.
Thank You. Questions?
Jan-Willem Middelburg [email protected]
@jwmiddelburg
@theitilexperts
nl.linkedin.com/in/jwmiddelburg
www.slideshare.net/JanWillemMiddelburg
www.pinkelephant.com