Automate your ALM processes with Focused Insights for SAP Solution Manager and SAP Conversational AI

Motivations

SAP Conversational AI is a chatbot platform to automate communication and create personalised customer experiences.

Chatbot is becoming a popular technology widely adopted today to transform and improve customer services. For example, it can automate level-one support for service requests with standardised responses across any available user channel.

IT organisations can increase the value of their data

Integrated in SAP CAI, every user can talk to their analytics allowing to create and derive new insights, building dynamically new charts for key indicators visualisation, comparisons and trends detection.

Being able to integrate chatbots in IT services and operations relies on the capabilities to access the data produced by your systems landscapes and to manipulate them.

Focused Insights provides multiple standard APIs for the metrics visualisation and the metrics transformation into relevant key figures and characteristics.

IT organisations can simplify or automate many repetitive operations.

Integrating ALM data and conversational or automation bots will be the backbone of the next generation of ALM components supporting the intelligent enterprise of tomorrow.

It will allow the automation of key processes and the elimination or speed-up of manual repetitive tasks like incidents enrichment/creation/forwarding, systems operations, alerts resolution, authorisations/roles management, systems health checks, performance degradation impact analysis, ...

In the analytics area, the integration of conversational or automation bots provides data in a personalised, natural-language format:

• It helps to interpret metrics more quickly.
• It generates a new family of actionable insights to improve the performance and the efficiency of ALM services and processes.

Integration Concepts

Focused Insights acts the visualisation and combination layers.

Based on pre-defined templates, it provides access to the data and the related key figures. This is based on standard services linked to ALM data sources filtered by date-time parameters and solution dimensions (Systems, Transactions, Users, ..) with two main data formats:

-      Data-table: Table for top-X analysis and text analysis.

-      Dataset: Statistical series for key figures access (max, min, peak, peak-time, trend, ...).

SAP Conversational AI is used as analytics layer.

SAP Conversational AI is built on 3 concepts: Intents, Entities, Skills.

Intent: A concept that the bot will be able to understand by analysing the user expressions. For example, intents might be “get system status”, “reset password”, ..

Entity: An entity is a keyword that is extracted from an expression.

Entities are mapped to Focused Insights objects: dimensions, metrics, characteristics and filters.

Skill: A block of conversation that has a clear purpose and that the bot can execute to achieve a goal. Skills are mapped to one or many Focused Insights datasets or data-tables.

Thanks for reading.

More information:

• https://cai.tools.sap/
• https://support.sap.com/en/alm/focused-solutions/focused-insights.html