Apac
  • Home
  • CXO Insights
  • CIO Speaks
  • Partner Conferences
  • Newsletter
  • Subscribe
  • News
  • About us
Apac
  • Admired Tech

    Agile

    AI Healthcare

    Artificial Intelligence

    Augmented Reality

    Aviation

    Big Data

    Blockchain

    Cloud

    Cyber Security

    DevOps

    Digital Transformation

    Drone

    HPC

    Infrared

    Internet of Things

    IT Services

    Marine Tech

    Networking

    Plastic Tech

    PropTech

    Robotics

    Sensor Tech

    Simulation

    Smart City

    Software Testing

    Startup

    Storage

    Unified Communication

    Web Development

    Wireless

  • Automotive

    Banking

    Capital Market

    Compliance

    Construction

    Custom Software Development

    E-Commerce

    Education

    FinTech

    Food and Beverages

    Gov and Public

    Healthcare

    Insurance

    Legal

    Logistics

    Manufacturing

    Media and Entertainment

    Metals and Mining

    Pharma and Life Science

    Retail

    Sports

    Travel and Hospitality

  • CISCO

    Google

    IBM

    Microsoft

    Oracle

    Salesforce

    SAP

    ServiceNow

  • Business Intelligence

    CEM

    Cloud-based Planning

    Cognitive

    Collaboration

    Contact Center

    Corporate Finance

    CRM

    Data Center

    Digital Signage

    Enterprise Architecture

    Enterprise Asset Management

    Enterprise Communications

    Enterprise Performance Management

    ERP

    Facility Management

    Field Service

    Fleet Management

    Gamification

    HR Technology

    IT Infrastructure

    IT Service Management

    Managed Services

    PLM

    Procurement

    Project Management

    RegTech

    Revenue Management

    Sales Tech

Menu
    • Amazon
    • Cloud
    • HPC
    • Capital Market
    • Collaboration
    • CEM
    • Drone
    • Facility Management
    • Fleet Management
    • Food and Beverages
    • Business Intelligence
    • IBM
    • Insurance
    • IT Infrastructure
    • Legal
    • Marine Tech
    • Networking
    • Plastic Tech
    • Procurement
    • RegTech
    • Sensor Tech
    • Simulation
    More
    Facility Management Fleet Management Food and Beverages Business Intelligence IBM Insurance IT Infrastructure Legal Marine Tech Networking Plastic Tech Procurement RegTech Sensor Tech Simulation
    #

    Apac CIO Outlook Weekly Brief

    ×

    Be first to read the latest tech news, Industry Leader's Insights, and CIO interviews of medium and large enterprises exclusively from Apac CIO Outlook

    Subscribe

    loading

    THANK YOU FOR SUBSCRIBING

    • Home
    • IT Service Management
    Editor's Pick (1 - 4 of 8)
    left
    How do we create an Effective IT Service Management Strategy?

    Sami Yalavac, Chief Information Officer, Bupa A&NZ

    The Road Towards the Intelligent Enterprise

    Florian Roth, SAP SE, CIO and Head, IT Services

    IT Service Management in the Digital Era

    Unal Altay, CIO, V/line

    Strengthening IT by Streamlining Business Processes

    Ken Soh, CIO & Director, e-Strategies, BH Global Corporation

    Designing the IT Organization for Service Management

    Michael Reagin, Corporate VP & CIO, Sentara Healthcare

    Virtual Cloud Computing Platform (VCCP) for A*STAR

    Dr. John Kan, CIO, A*STAR - Agency for Science, Technology & Research

    The Challenge within the IT Department

    Dr. David Asirvatham, Chief Technical Officer, University of Malaya

    Real IT Leaders are Story Tellers

    Jenny Levy, CIO, Primary Health Care

    right

    Disrupting IT Service Management through Automation

    By Frank Cammaroto, Director Technology and Operations Services, AMP

    Tweet
    content-image

    Frank Cammaroto, Director Technology and Operations Services, AMP

    Innovation, an ‘experience’ mindset, and delivering services differently through automation and artificial intelligence will reshape IT service management. In the not too distant future, traditional support processes such as level 1 and level 2 support will be eliminated.

    Automation must be approached from a customer and service mindset rather than with an aim to just reduce cost. In the early days of robotic process automation, automation was incorporated to reduce cost whilst simply automating an existing process. For example, the use of bots may be more economical but if the bot runs the same complex and slow business process, the customer and user experience does not improve.

    Automation can also become an addiction—you have to be thoughtful about it. It’s about flipping the way you look at it. Rather than looking at only saving money and keeping the same process, instead look at creating an end-to-end service experience and automate that. This will naturally trim cost.

    As it service management continues to be disrupted by automation, it’s extremely important to maintain a service experience mindset

    A good example of starting with the user experience was in mid-2017 at AMP. We implemented the use of bots for our ticketing system. Our aim was to eliminate tickets at the first point of contact. Our delegator bot auto-routed tickets through supervised machine learning. We also had two additional bots which actioned tickets and catered for API based integration as well as legacy style screen-based commands. Finally, we used an insight bot to analyse tickets to generate insights through the data. We thought about the end-to-end process and looked at the ecosystem the bots were working in, rather than looking at each bot in isolation. This resulted in cost savings but most importantly a great service experience.

    Bringing together automation as an ecosystem with a focus on the customer and service experience can be a differentiator when implementing automation. We did not focus on a single tool or technology.The approach was to understand the environment and deliver automation as part of the ecosystem. This ensured the optimal technical solution was implemented at the right point and the entire automation ecosystem worked together.

    Automation is a big part of service management at AMP today. We handle more than 15 percent of service and 80 percent of system access requests through automation. Further, More than 600 tickets a month are auto-routed and 1000 tickets actioned. Automation has seen improvements to our cycle time from 7.5 hours to under 6 minutes.

    Finally, as IT service management continues to be disrupted by automation, it’s extremely important to maintain a service experience mindset.

    Read Also

    Planning for Custom Software Development? Know its Advantages

    Planning for Custom Software Development? Know its Advantages

    Know When Your Business Needs Custom Software Development

    Know When Your Business Needs Custom Software Development

    How to Use Intelligent System to Improve IT Service Management

    How to Use Intelligent System to Improve IT Service Management

    Incorporating Recent Technologies for an Efficient ITSM

    Incorporating Recent Technologies for an Efficient ITSM

    Weekly Brief

    loading
    Top 10 ITSM Consulting/Services Companies - 2019
    Top 10 ITSM Solution Companies - 2019
    ON THE DECK

    IT Service Management 2019

    Top Vendors

    IT Service Management 2018

    Top Vendors

    Previous Next

    Copyright © 2019 APAC CIOoutlook. All rights reserved. Registration on or use of this site constitutes acceptance of our Terms of Use and Privacy Policy  |  Sitemap

    follow on linkedinfollow on twitter follow on rss
    This content is copyright protected

    However, if you would like to share the information in this article, you may use the link below:

    https://it-service-management.apacciooutlook.com/cxoinsights/disrupting-it-service-management-through-automation-nwid-6348.html