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Business Process Consoles
Unus GaffoorMichael PooleKinetic Data
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Welcome from the Top of the World
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Agenda
Your business. Your process
Process consoles
Purpose/Role defined consoles
Kinetic Fulfillment Console
DER Support Console – Fault Analysis
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Your business. Your process
Implementing your processes
Applying current(ITSM) tools. Incident / Change / Tasks
Do it their way Applying Kinetic
Configure you own interfaces
Do it your way
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Your business. Your process
Do it your way
Embrace compliance
Create consistency
Minimize training (Intuitive/Targeted Interfaces)
Easy delivery/Maintenance
Control outcome
Approvals your way
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Your business. Your process
Concepts
Not every task needs to be an Incident or Change
Not every task needed is generic
Interfaces targeted by roleConsole / Work Order / Task
Guided Workflow
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Kinetic Fulfillment Console
A Console that allows Support Groups to view and manage
Kinetic Work Orders
Kinetic Work Order
Not an Incident / Change
Can have SLA’s and be reported on
Easily configured to match a process
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Kinetic Fulfillment Console
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Support Console
Simplified creation of incidents
Controlled working of incidents
Incident monitoring
Enforce best practice
Guided resolution
Reduce vendor support costs
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Case Study: DEC DER TSO Console
Over 300,000 devices under contract
6 distinct models
66,700 Faults processed per annum
30% Self-resolved
70% correctly directed to vendor
It would be impossible for us to do that sort of volume via a manual Service Desk. Based on the 2011 DEC ICT Service Desk incident logging volume and staffing numbers, we would have to employ an additional 22 staff to cope with DER alone. Mitchell Palmowski Operational Support Manager- DER Programme
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Vendor Fault Process
Vendor support required L1 analysis
L1 varying skill level
Only ‘warranty’ faults could be assigned
All others incurred a penalty cost
Error analysis basis for contract
compliance for fault level
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Customised Incident Management
Customised access to Incident
Control of actions permitted
Assignment
Status
Group
Incident type
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Value to DEC
Untrained staff can fault find
Warranty issues identified and channeled first time
30% resolved without Service Desk or Vendor
66,700 issues handled without Service Desk activity
Avoided 22 additional Service Desk staff
Avoided $200,000 vendor refused ticket penalties
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Q & A