Automated Self-Healing: Building Business Resilience with Intelligent Processes

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In a rapidly evolving economic and industry landscape, most IT leaders face significant challenges with complex digital landscapes. It supports users who are working either from home or across distributed office locations. Yet, businesses cannot afford the high costs associated with manual processing of high volumes of IT tickets and resulting system outages.

Even if operations are highly efficient, traditional tools are no longer enough to address broken or disconnected processes. This challenge is especially intense now that most processes are always on – even to the point where any disruption to productivity can rapidly spread across the company.

Fortunately, many SAP customers are already addressing this issue very smart through a self-healing service for their business operations, while most of their competitors are still searching for new ways to resolve issues accurately and swiftly.

Strengthening operational resilience with balanced IT workloads

The concept of self-healing may not necessarily be new, but most organizations have fallen short of achieving it – until now. The introduction of intelligent tools from root-cause analysis, process mining and monitoring, and robotic process automation is demonstrating considerable potential in fixing recurring IT issues early on and before users and operations are impacted. Furthermore, advancements in data platforms and machine learning are making continuous improvement of business systems data-driven.

Access to such intelligent solutions helps IT leaders serve their user communities with minimal disruption by supporting four critical capabilities:

• Error handling intelligence: Automate detection and resolution of system errors and process interruptions.
• Improved ticket management: Inject self-healing by automating error handling of recurring issues through processes such as smart routing of service tickets, while freeing up the support staff to focus on more strategic, value-added projects.
• User empowerment: Give users access to intuitive self-service experiences that allow them to access the knowledge they need when and where it is required, resolve issues end to end, and augment exception-based processing. 
• Transparency and continuous improvement: Benefit from advanced root-cause analysis, monitoring of the user experience, and data-driven self-learning for continuous improvement.

Many SAP customers are taking advantage of these capabilities by tapping into the intelligent tools and expertise offered through the business operations self-healing service from SAP. They are leveraging a fast, low-risk, and adaptable platform for self-service and self-healing IT processes – which can be delivered 100% through an off-site service delivery framework based on 25 years of helping organizations worldwide implement SAP solutions remotely.

Our business operations self-healing service addresses our customers’ most significant operational changes with intelligent automation technologies such as chat bots, machine learning, and robotic process automation. By offering an out-of-the-box, end-to-end solution with use cases, the service significantly reduces the average ticket handling completion time and total cost of ownership. Plus, IT staff can better understand user sentiments through built-in artificial intelligence and empathy analysis to improve the overall experience.

As part of SAP Services and Support offerings, the delivery foundation of our business operations self-healing service capabilities is based on proven methodologies for deployment in cloud or hybrid environments. Our structured approach provides strong governance and online access to content and ready-to-run processes and accelerators. It also supports the entire application lifecycle management – from configuration to deployment and live operation – with a range of built-in tools.

Making IT more effective with self-services and self-help

With increasing pressure to do more with fewer people, less operational budget, and reduced time, businesses need more cost-efficient and effective work practices across the entire workforce. And for IT leaders, this mandate calls for a user experience that is accessible, fast, and high-quality.

Such a challenge is the reason why the business operations self-healing service from SAP was introduced. With considerable speed and the ease of off-site delivery, our customers can streamline their handling of IT incidents with a level of automation that is suited for today’s ever-changing workplaces and market dynamics.

 Learn more about essential business services from SAP.

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