Business Process Consoles Unus Gaffoor Michael Poole Kinetic Data

2 2 Welcome from the Top of the World

3 3 Agenda  Your business. Your process  Process consoles  Purpose/Role defined consoles  Kinetic Fulfillment Console  DER Support Console – Fault Analysis

4 4 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

5 5 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

6 6 Your business. Your process  Concepts  Not every task needs to be an Incident or Change  Not every task needed is generic  Interfaces targeted by role  Console / Work Order / Task  Guided Workflow

7 7 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

8 8 Kinetic Fulfillment Console

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22 Kinetic Fulfillment Console

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25 Kinetic Fulfillment Console

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27 Support Console  Simplified creation of incidents  Controlled working of incidents  Incident monitoring  Enforce best practice  Guided resolution  Reduce vendor support costs

28 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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30 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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45 Customised Incident Management  Customised access to Incident  Control of actions permitted  Assignment  Status  Group  Incident type

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47 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

48 Q & A