In this case study we will learn about the Service Management Monitoring Automation.
The Business Process
The Client, one of the largest MSI integrators in the world, receives multiple change requests from it’s 1000+ enterprise customers. This was managed centrally with a team of agents spread across Europe through the Service Management Monitoring Automation.
The process had the following steps:
- Collect Data from Multiple Outlets
- Validate the Data and make changes
- Respond to the Change Request
The Big Problems
- Delay in responding leading to revenue leakage
- Upto 4 hours spent for each case
- Very high cost per transaction handled
Impending Complexities
There were multiple challenges to automate this process due to the underlying complex nature of the the process itself.
Applications across internal + external customer environments, leading to difficulty in connecting with all data sources, to which the solution offered included APIs built individually for 7 different applications over secure gateways.
Extraction of data from within a Complex Visio LLD, leading to a major choke point in the entire process flow, to which the solution offered included multi-layered pattern matching algorithm to extract all information.
Uncertain and non-fixed responses from APIs, lead to difficulty in parsing the data or writing a stable code, which the offered included a custom .Net Code to handle multiple response scenarios.
As many as 24 layers of responses for one of the applications, leading to the slowness of response and complexity in obtaining the relevant data, which the solution offered included a code navigator algorithm to skim through various response servers identifying the right one.
The Solution
We implemented Intelligent Process Automation leveraging the RPA Tool Intellibot (Now acquired by ServiceNow) to automate the entire process end to end in an unattended fashion.
Solution components and Technology used
Touch-free Automation
Business users wake up in the morning to see a pre-processed change request at automation trigered automatically
>95% Improvement in AHT
The automated solution processes the entire transaction in <2 minutes per transaction
Freeing up Productive Hours
The automated solution processes the entire transaction in <2 minutes per transaction
- Rest API
- .net Scripting
- Robotics Process Automation
- Visual Basic
- Computer Vision
