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1Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.Image Source: A new LED technology from Siemens guides traffic while consuming up to 98 percent less power than traditional incandescent systems.
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Tech M Next Gen AMS
2Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Overall Support Services Capabilities Knowledgeable and Experienced professionals providing value added services
300 +
Projects globally
Productivity gains of
3-5% YOY5% YOY
Ticket reduction.
3400+
Oracle support
specialists
Oracle Support Services - Key Highlights
15 Years of Experience - Innovating to add Business value
to AMS engagements
Holistic Oracle AMS service portfolio from LI – help Desk
support to L3 – Complex Customizations, Development
and Enhancements
ITIL v3.0 aligned Managed Services model for global AMS
engagements which enables structured, well-defined and
collaborative execution model.
Continuous improvement and knowledge retention through
effective knowledge management.
SLA Based services and flexible coverage hours model
Predictable cost for @premise and @cloud customers
Support and Maintenance – Services
Key Clients
3Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
One Practice, Multiple Services
GOVERNANCECRITICAL PROCESS
MONITORING
PERIOD CLOSURE SUPPORT
TECHNICAL ADMIN
BREAK FIX / ENHANCEMENT
TESTINGBUSINESS
APPLICATION SUPPORT
Serves as an integrated model for enhancingend user experience by staying close to thebusiness users and assisting organizations inresolution of application software issues tomaximize the value of application software
• Integrates at all levels of help chain
• Services are SLA Based
• Provide a single point of contact model
• Enhanced accountability via unified governance
• Scalable and customizable to the needs of the customer
• Extreme Customer satisfaction
• Continuous Service improvements
4Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Optimize and Innovate - Continuous Service Improvement
Define objectives Assign target for realization Realize benefits Track, monitor & report
AutomationProcess
OptimizationTicket Reduction Domain
Knowledge
Knowledge
ManagementValue Drivers
• Increase first contact resolution
• Customer first approach
• Call elimination or self service solve
Benefits
Improved user
experience /
reduced ticket
count
YoY productivity
improvement (5 to
7%)
Optimize FTE
count / program
+ operational
cost reduction
IT Business
alignment / Risk
reduction
Identify ticket reduction opportunities based on information gathered during support operations
• Web based training • Strong Knowledge repository to help Orange users for self healing.Realization
Methodology
Cycle time
reduction /
improved
efficiency
Shift Left
Approach
• Our Indigenously Developed AMS Tools such as TACTix(flagship AI platform for predictive maintenance), FlexDeploy (easy deployment of any Oracle object), TAAM (proactive monitoring tool).
• Implement strong delivery framework and governance.
• Metrics dashboard
5Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
TechM is Committed to provide YoY Productivity Improvements
Automation utilities implemented to reduce manual
effort in production support processes
Multi-skilling of FTE – improved efficiencies
Lean Six Sigma Initiatives
Vitality and Simplification
Process Value Stream Mapping
0 - 3 months
Risk Free Transition
SLA Base lining & Support Stabilization
Establish Knowledge
Repository
Implement strong delivery
framework
Process Standardization
Metrics Dashboard
4 - 8 months
Optimal Onsite-Offshore Ratio
Optimizing FTE count
Demand Reduction
KM Enrichment
Improved Customer Experience
Management
8 - 14 months
14 – 24 months
YoY Productivity
Improvement of 5%
through NextGen AMS
6Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.Image Source: A new LED technology from Siemens guides traffic while consuming up to 98 percent less power than traditional incandescent systems.
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Next Generation ASM from TechM
7Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Traditional AMS Challenges today
People
dependent
service delivery ?• Lack of smart knowledge
management
Lack of
business agility
in AMS- Long release cycle for
changes
Lack of Basic
Discipline- DB and Design standards
- RCA Quality
- Prevention of recurrence
- Unsupported
infrastructure
AMS is cost of
failure. • Self-cure, self-manageable
systems needed
• Reduce the AMS cost to
near-zero.
Repetitive
manual task• Human error impacting
reliability of the systems
• Employee demotivation
Source: Gartner
8Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Tech M Response - Shift Left Approach
Self Healing
PREVENT
Problem Before they Occur Problem Before user Calls When User Calls
Shared Service
RESOLUTION
Remote Agent
RESOLUTION
Onsite Agent
RESOLUTION
Self Service
SOLVE
Call Elimination
Call Deflection
Quick Attention
Improve Efficiency
Quick Turnaround
Elapsed Time for ResolutionLow
Incid
en
t V
olu
me
Lo
wH
igh
$ $$ $$$
High
Reduced Cost
Increased Satisfaction
Cost per
Incident
Call Elimination/
Self Service
Customer First
ApproachMaking KCS a Priority
Increase First Contact
Resolution
9Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Tech M
AQT
Robotic Process
Automation (RPA) for
all manual repetitive
task automation
Predictive Analytics
for Capacity
Management and
Incident Forecasting
Intelligent
Monitoring, Health
check Housekeeping
Scripts and
Orchestration for
IT process
Automation
Artificial Intelligence
platform for Ticket
classification and map to
solutions in Orchestrator
Tech M’s Next Generation ASM Overview
PRISM
TAAM
Talend Symphony
10Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Application Support and Maintenance – Tools Overview
Incident Management
Intelligent Monitoring, Housekeeping & Health-check
(MHH)
Incident reduction and Control
Proactive SLA Analytics and Reporting
AI Based Automation
CUBES – OTRS CUBES SOP Manager
(Manages SOP, RCA, KEDB & RMCB)
CUBES – SLAM (SLA Manager)
Talend-Symphony Orchestrator
Scripting Automation
CUBES- TAAM FixStream Meridian -
Commercial CUBES-NAGIO
TACTiX
11Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Our Goal – Zero People Involvement (ZPI)
12Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.Image Source: A new LED technology from Siemens guides traffic while consuming up to 98 percent less power than traditional incandescent systems.
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Focus areas for Automation Adoption
13Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
• E2E Intelligent AMS management platform covering all aspects of AMS that include Service Operations, Monitoring and Transformation
• Tech Mahindra owned Solution which applies principles of ITIL framework that enables Automation, Predictability, Throughput Optimization and Shared Services
Incident Management Application MonitoringInterfaces/Batch Jobs
MonitoringCustomer Experience
Monitoring
SLA Management
Cubes seamlessly covers the following areas:
CxO Reports /Dashboards Knowledge Management TacTix – AI Platform
Rewards & Recognition Team Productivity SOPs, Task Manager Continuous Improvement
Tools
Integrated Workbench
SLAM 2.0 TAAM 2.0 TACTiX PBS 2.0 CIP & CSIP JSK OTRS Incident
Management
Cloud version TacTix - Mobile
App Service Level
Dashboard Workflow
Automation Analytics Task Monitor Connect for HPSM,
ServiceNow Netcool, Smarts,
Spectrum support
Cu
be
s 2
.0Fu
ture
re
leas
e
Our AMS Suite of tools
14Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
TACTiX™
AI Powered Knowledge Engine for Operations Automation
Features
IT/Business Operations optimization using AI
techniques
Natural Language Processing (NLP), Machine
Learning techniques
Uses multiple feedback and knowledge
systems to continuously evolve and improve
call resolutions
Learns and invokes actions based on artificial
intelligence
Improves recommendations using social
intelligence and assists SMEs while resolving
incidents for rapid closure
Realized Benefits
Improved Operation Metrics and KPIs
Lower cost of operations
Reduction in manual efforts triggering higher
utilization of resources in more value adding
tasks
Improved Customer experience
Upto 80% service requests auto-categorised and mapped to actions
Potential application use-cases beyond ITSM in Healthcare
Diagnostics, Smart Home, Smart City, Process Intelligence, IoT,
Human-machine interaction, etc.
15Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Automate all manual tasks – Repetitive SOP based
Background: In our audit we found that in most of the engagements, ASM activities are not documented in the form of the Standard Operating Procedures (SOP). Knowledge to deliver the activity / task lies with individuals.
Approach: 1. Create a central repository of SOPs. 2. Run a focused program to increase the number
and quality of SOP with a SOP librarian.3. Establish a team of Automation Engineers who
has the scripts and Orchestrator skills.4. Prepare a roadmap for automation of all SOPs
using scripts and Orchestrators.
Opportunity: More than 50 % of the ASM tasks can be documented into well defined SOPs and hence can be automated using scripts and Orchestrator tools.
Benefits: 1. ASM Effort reduction 5% to 25% depending upon
the current level 2. Better reliability of the service delivered. 3. Reduced dependency on individual resources 4. Better knowledge management.
Case Studies :
Tools Recommended:
1. Tech M CUBES SOP Manager – to manage theSOPs
2. Automation scripts – for automating simplerepetitive tasks.
3. Talend : Orchestrator for automating complex SOPbased tasks.- OpenSource
4. .………………… is a open source job scheduler andrunbook automation solution with which we canautomate any complex scenario.
5. ServiceNOW - Orchestrator module : forautomating complex SOP based tasks.-Commercial product. Licenses are available for use
16Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Intelligent MHH (Monitoring , Health-check, Housekeeping)
Proactive MaintenanceMonitoring, Health-check and Housekeeping (MHH) areimportant proactive maintenance activities. Automation ofMHH is a journey in terms of maturity level and areas such asInfrastructure, OS, DB, Apps.server, Application and businesstransactions.
Intelligent Automation Approach:1. MAMI Framework: Using Tech M MAMI Framework,
assess the maturity level and prepare a roadmap to reachLevel 5.
2. Intelligent Monitoring: Intelligent scripts with self – cureand self remediation. Monitor the root cause and not thesymptom alone.
3. Health-check : Automate all the regular (hourly, daily,weekly and monthly) health-check and reporting usingintelligent self-cure and self remediation scripts.
4. Housekeeping: Identify all housekeeping activities andautomate them.
Opportunity:20 to 30% of the ASM effort is spent on MHH. Tech MFramework MAMI (Monitoring Automation Maturity Index)defines the approach for monitoring and improving in thematurity level .
Case Studies:
Apps
Infra
TAAMMonitoring
Symphony
Orchestrator
Intelligent
Scripts for
MHH
17Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Intelligent , Proactive SLA management using tools
Background:Contractual SLA tracking and reporting is happeningin most of the accounts with PMO teams anddelivery teams using Excel sheets and manual datacrunching. In a few accounts the team on theground does not understand the fine details of SLAmeasurement and reporting.
Approach:1. Using Tech M SLA Manager or the tool used by
the customer but create a Dashboard thatshows the SLA performance real time
2. Hourly report on key events such as P1, P2open tickets
3. Daily SLA dashboard snapshot as “GoodMorning Customer “ email.
Opportunity:SLA tracking at application level, tower level andengagement level and proactively tracking real timeusing tools and dashboard and being transparentwith the customer is an opportunity to wincustomer confidence.
Tools Recommended:
1. Tech M CUBES SLAM (SLA Manager)2. You can use the ITSM tool the customer is already
using, but can add the features mentioned in the approach
Benefits: 1. ASM Effort reduction 1 to 2% depending upon the
current level 2. Trust through transparency
Case Studies:
18Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Robotic Process Automation (RPA)
Manual Workarounds and activitiesWhile permanent fixes are awaited from the development team, several manual workarounds are done.Automate using scripts or RPA tools1. Create a central repository of SOPs. 2. Run a focused program to increase the number and
quality of SOP with a SOP librarian.3. Establish a team of Automation Engineers who has
the scripts or create Software Robots using RPA tool UNO
4. Prepare a roadmap for automation of all SOPs using scripts and Orchestrators.
Opportunity: More than 50 % of the ASM tasks can be documented into well defined SOPs and hence can be automated using RPA tool UNO or using scripts and Orchestrator tools.
Case Studies :
A Large telco
in Philippines
A Large US
Retailer
19Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
TAAM - Technology Agnostic Availability Monitoring
TAAM (Technology Agnostic Availability Monitoring) is an open source based proactive monitoring tool. It is used to monitor servers, COTS products and application. It displays the monitored data in a dashboard fashion. Thresholds can be set for every monitored parameter and RAG status is displayed accordingly. In addition it can also send email notifications.
Custom dashboards can also be created dynamically and display information in graphical format. The tool is extremely useful for trending and capacity planning. TAAM also has an option to link SOPs (Standard Operating Procedures) for every monitored parameter so that support teams can take relevant actions when thresholds are breached.
TAAM also features a Self Heal functionality that can be enabled by executing script on a remote machine. A typical scenario for the same would be cleaning up of a file system which is filed up.
The tool can send notifications (email) for breached thresholds
Reference: 50 applications are currently being monitored by TAAM. Many incidents have been avoided due to the proactive monitoring provided by TAAM.
20Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Nagios Monitoring
Nagios is another open source based Comprehensive IT Infrastructure monitoring tool which provides monitoring of all mission-critical infra-structure components.The benefits include –
Visibility: Provides a central view of your entire IT operations
network and business Processes. Awareness: Alerts are sent to IT staff, business stakeholders, and end
users via email or mobile text messages.
Proactive Planning: Automated, integrated trending and capacity planning graphs
Customizability: A powerful GUI provides for customization
Ease of Use: Integrated web-based configuration Multi-Tenant Capabilities: Multi-user access to web interface allows
stakeholders to view relevant infrastructure status.
Extendable Architecture: Multiple APIs provide for simple integration with in-house and third-party applications (2000+
plugins available which makes it highly extendible).
Reference: Top telecom company in the UK , One of the leading IT company in Netherlands .
21Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
SLAM – SLA Manager
SLA Manager is a multi-user web-based reporting tool used to compare contractual Service Level Agreements against service delivery performance. It ensures that the service commitments made to customers are tracked and recorded against the defined Service Level Agreements. It also provides visibility on the performance of internal operational processes, teams and suppliers for management review and productivity analysis.
SLA Manager supports the philosophy of controlling the service performance by measuring the performance indicators like SLA and KPI's with graphical representation of the data supplied by the ITSM and operations. The periodic report cards from SLA Manager assist in an effective and efficient service-management. SLAM acts as a Decision Support System where periodic reviews of the reports help management to derive and regulate the strategic initiatives.
The tool is in line with ITIL V3 guidelines and cover Incident management, request fulfilment, Change Management, Availability Management, Problem management, Capacity Management and CSI.
It accepts manual and automated feeds for data input and provides pictorial representation of data in reports which can be exported to excel.
Reference: 3 Major Telecom Operators in Europe
22Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
CUBES
Area Degree of
compliance
Details
Process Full Pink Verify certification for 11 processes
Security – Monitoring &
Connectors
Full Uses 256 Bit SSL encryption and adaptors, connectors are certified to be used on
respective technology platforms
Industry standards – data
security
Full PCI DSS compliant
High availability Full HA platform available
Functional Compliance:
Non- Functional compliance:
ServiceNow
- ITSM
- Auto-discovery
ServiceNow
AppLink Adaptor
HP Sitescope for IT infra monitoring (agent less)
HP NNMi + iSPI for network monitoring (agent less)
HP Ops Bridge + Omi packs for Event co-
relation & management
HP Service Health Reporter
Business services
Application
Server, DB
OS, Virtualization
Network
ServiceNow Orchestrator
23Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Reports are developed in XML Publisher
Each setup will have separate outputs in excel format
Below concurrent programs are developed for each module.
Report is provided with ALL parameter by which will generate
output for all the setups in the module
When report is run from subledger modules it will pick setups
related to all operating Units (OU) irrespective of the OU to
which it is assigned. And in GL will pick setups related to all
Ledgers.
Report will be mostly useful in Upgrade and Support projects.
Key Features
• CONCERT_GL
• CONCERT_AP
• CONCERT_AR
• CONCERT_FA
• CONCERT_CM
Configuration Rule Extractor and Reporting Tool (CONCERT) will extract
setups module wise in 5 Finance modules, it will extract all the setups
given in parameters and provide output in the excel format.
CONCERT
24Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
FlexDeploy for DevOpsFlexDeploy is an end to end release management product specifically built for Oracle platform which can
seamlessly orchestrate and automate Build, Deploy, Test and Release Processes across your ecosystem.
Source Control
ManagementTest
Environment Management• Configure deployment targets
• Deploy to Physical, Virtual, Cloud
• Agentless Architecture
• Fast Rollback
Workflow Configuration• Graphical Workflow Editor
• Organize Projects, Applications
• Pre-built Plugins and Integrations
• Reuse workflows across many
projects and applications
Scheduling & Execution• Self Service or Scheduled tasks
• Built-in Artifact Repository
• Built-in Continuous Integration
• Configurable Approval Process
• Test Automation Framework
Visibility & Reporting• Dashboards and reports for
real time and historical data
• Flexible Notifications
• Improves Compliance/Audit
• Easy access to Change and
Error Logs
25Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Tool / Asset DetailsDuring the pre-transition (planning) or transition phase, Tech Mahindra proposes to use its “Oracle
Environment Snapshot Tool” that can extract all the Oracle Application related information to help plan the
transition and to help cross-verify the coverage of knowledge transfer (to find any gaps).
Tool /Asset Outcomes or Benefits
Asset / Tool
Benefits Reports Application/ environment health, attributes and details
Application modules installed/ shared, licenses
Gathers info on Patch-set levels in different functional areas
Gathers insights into Database health and database details
Extracts details of all the application customizations (custom objects)
breakup by customization category
Reports on High level application information (such as high level
organization structure, profiles etc.)
Language settings
Change frequency of custom programs
EPSELON Environment Snapshot Tool
26Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
EPSELON Environment Snapshot – Report Details
1 Application Baseline Report
Application Information
Rdbms Version
Patchset And Application
Information
NLS Parameters Details
Database And Instance Details
Nodes Information
Printers Definition Listing
Key Flexfields Listing
Users And Associated
Responsibilities Listing
Business Group, Legal Entity,
Operating Unit, Set Of Books
Details
2 Custom Components Report
Custom Database Objects Count
Custom Database Objects Details
Custom Profile Options Details
Custom Concurrent Request Set
Details
Custom Defined Report Counts
Custom Defined Report Details
Custom Defined Form Counts
Custom Defined Form Details
Custom Defined Alerts Details
Custom Defined Descriptive
Flexfields Listing
Custom Defined Executables
Counts
Custom Defined Executables
Details
Custom Lookup Details
Custom Defined Workflow Details
Custom Defined Messages
Listing
Database Links Listing
Top 50 Populated Tables
OAF Customization listing (CO
extensions)
OAF Customization listing (VO
extensions)
OAF Personalization listing
Forms customized using forms
personalization
3 Job Scheduling Reports
Custom Concurrent Programs
Listing
Concurrent Programs - Phase
And Status Wise
Concurrent Programs -
Frequency Of Use
Concurrent Programs Ending In
Error
Long Running Programs Listing
Scheduled Program Details
Concurrent Programs And
Executables Changed In Last 360
Days
4 Database Schema Report
Schema Wise Invalid Objects
Listing
Schema and Table Record
Details
27Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.Image Source: A new LED technology from Siemens guides traffic while consuming up to 98 percent less power than traditional incandescent systems.
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Success Stories
28Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Business challenges: Improve customer experience and reduce AHT Meet growing volumes, reduce agent training & onboarding time Work around the existing IT stack without any integration (to counter
possible security issues)
Solution: Tech Mahindra’s solution involved the assessment of the current front
office processes and implementation of Robotic Process Automation with the aid of its in-house developed platform UNO
The solution helped automate manual predictive processes in the front office and also helped operation associates to handle business processes effectively with reduced average handling time
Few of the process efficiencies achieved by the solution include- Reduced 20+ steps to 5 steps in Billing Enquiries- Reduced Resend Bill to just a 2 clicks process- Reduced Financial Account Status to just a 2 clicks process
Reduction in Average
Handling Time (AHT)
Annual savings leading to
reduction in OPEX
Reduction in manual errors
and faster support services
Improved customer
experience, by reducing HOLD
time
20% $1.2Mn
AQT Success StoriesAutomation of Front Office Processes with Robotic Process Automation for a Large
Telco in Philippines
29Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Business challenges: The customer’s service operations center was facing major problems
of increasing call resolution times and high dependency on human interference
The cost of operations for running the center was also escalating to new figures every day. There was a need to integrate the existing ticketing system without causing any disturbance to regular BAU activities
Solution: Tech Mahindra implemented TACTiX for automation of incident
management based on its Artificial Intelligence Platform for Business & IT Operations to address the service center inefficiencies
The solution was deployed and integrated into the customer’s pre-existing ecosystem for ticket handling
Using the Text Analytics and Natural language Processing abilities, it automates incident categorization as per Standard Operating procedure recommending appropriate resolution
The solution continuously automates resolution for similar or future incidents as self learning & self healing system
Reduction in mean time for
overall diagnosis & repair
Lower operations cost
Higher utilization of existing resources
Incidents were resolved with
least time
80% 40%
40% 80%
AQT Success StoriesArtificial Intelligence based Automated Incidence Management System for a leading
telecom services provider in UK
30Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
AQT Success StoriesIntelligent application monitoring and alerting system for a leading
telecom services provider in UK
Business challenges: Customer’s services and post-sales support needs to be of the highest
quality while also consuming the least amount of time Central Order Fulfillment Platform’s dependency on multiple systems to
fulfill orders accurately and on time Total transactions handled per day by this system exceed 1million which
needs to be effectively monitored 24X7 for high performance and to prevent outages
Customer was not able to adhere to the SLAs leading to high customer dissatisfaction and delay in revenue realization and bad reputation in the market
Solution: Assessment of the customer’s existing monitoring solution Implementation of TAAMS (Technology Agnostics Application Monitoring
solution) module of the CUBES platform to build an integrated Smart Monitoring solution to provide automated assessment, incident monitoring and early detection of issues.
Integration with customer’s existing ITSM tool to proactively create tickets and send alerts through text messages and emails
Improved average order
fulfillment cycle time
Order fulfillment
success rates increased from
87%
Remediation tasks
automated
Reduced incident count
leading to reduced monthly outage
Increase in known error
coverage improving the predictability
Increase in MAMI index
from 28% in 3 months
15% 95% 100%
80% 97% 86%
31Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
AQT Success StoriesAutomation of Application Monitoring and Management System for a Mobile Phone
Retailer in UK at Zero License Cost
Business challenges: There was an urgent need to automate the service management process
and establish a better tacking solution in a cost effective manner. There were no reliable historical records, standard operating procedures, manuals, SLAs and reports to assess issue volumes and customer satisfaction rates.
Solution: Application support and maintenance solution based on the Tech
Mahindra’s CUBES platform. The platform was customized to integrate with the customer’s existing systems including Web Frontend, Transport Module, Custom mapping modules, Invoker modules, Operation modules, etc.
The solution covered and enabled the automation of Incident Management, Problem Management, Service Request Management, Change Management and Knowledge Management.
The solution was integrated with multiple applications- MS Exchange Server via EWS for alerts- SLAM for SLA Reporting and Analytics- Nagios for Event Management
Intelligent Real time support mechanism of up-gradation and degradation of priorities and SLAs depending on event severity.
License cost saving
Automated monitoring coverage
increased from 0% to 85%
Enabled all critical
components of ITSM in same
platform
Easy integration with customer’s
existing environment
500K GBP 85%
32Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Disclaimer
Tech Mahindra Limited, herein referred to as TechM provide a wide array of presentations and reports, with the contributions of various
professionals. These presentations and reports are for informational purposes and private circulation only and do not constitute an offer to buy or
sell any securities mentioned therein. They do not purport to be a complete description of the markets conditions or developments referred to in
the material. While utmost care has been taken in preparing the above, we claim no responsibility for their accuracy. We shall not be liable for
any direct or indirect losses arising from the use thereof and the viewers are requested to use the information contained herein at their own risk.
These presentations and reports should not be reproduced, re-circulated, published in any media, website or otherwise, in any form or manner,
in part or as a whole, without the express consent in writing of TechM or its subsidiaries. Any unauthorized use, disclosure or public
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utilizing information contained within a presentation are free to adopt differing standards and approaches as they see fit. You may not repackage
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purpose. TechM assumes no liability or responsibility for the contents of a presentation or the opinions expressed by the presenters. All
expressions of opinion are subject to change without notice.
Thank you.Visit us at www.techmahindra.com
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Appendix
34Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
• Built by our experts with solid
experience in AMS transition
process
• Can be directly downloaded from
our repository and setup in
customer environment in a few
hours’ time
• Manual effort is significantly
reduced
Features
• Concurrent programs are
developed for each module and
they are portable to customer
environment.
• Complete automated setup
extraction helps in accelerating
the AMS Transition Process
• Output is flexible based on the
parameters provided at the time
of running of the tool
Benefits Differentiators
CONCERT – Configuration Extractor and Reporting Tool
• Reports are developed in XML Publisher• Each setup will have separate outputs in
excel format
• Report is provided with ALL parameter by
which will generate output for all the setups in the module
• When report is run from subledger
modules it will pick setups related to all
operating Units (OU) irrespective of the OU to which it is assigned. And in GL will
pick setups related to all Ledgers.
Configuration Extractor and Reporting Tool (CONCERT) will extract setups module wise in in Financials area. It will extract all the setups based on the input parameters and provide output in the excel format.
Below are the modules covered in Oracle Finance
General Ledger
Accounts Payables
Accounts Receivables
Fixed Assets
Cash Management
35Copyright © 2016. All Rights Reserved. l Tech Mahindra Confidential.
Update ServiceNow
on ticket closure
Scripts to pull new tickets and
load in JMS
JMS Active Input
QueueMaps the ticket
to Solution
Script JMS
Active Out
Queue
Listen to JMS
Orchestrator and TACTiX(ZPI) Zero people intensity solution