Evolved AMS For the New Digital Age

Enterprises function in a highly complex environment obstructed by new digital technologies that throw up opportunities and threats from unwanted places. The challenge is to sense these when they happen, respond quickly, frequently and intuitively after analyzing them like humans do. This is the vision leading to Real Time Enterprise – the enterprise that is always ready for what’s coming. There is a need to re-strategize Application Management Services (AMS) to build an enterprise IT and application landscape that supports the Real Time Enterprise vision.

Real Time Enterprise AMS provides a platform for AMS services that makes application management intelligent, integrated, and agile and business-oriented. It delivers operations, transitions and business transformations via five key dimensions – Sense, Analyze, Decide, Act and Learn. It does so by combining the best in class digital levers – Conversational AI, Cognitive Automation, Digital App Management, Digitize Transition, User Centric Approach, Agile DevOps and Business SLA, thereby enabling enterprises to realize the Live Enterprise vision.

In a traditional AMS environment the IT engages after the Incident has been created. Also the Service Level Agreement for key IT & Business systems stakeholders is post de facto. However in a Live Enterprise the help should be provided at the time of break fix as opposed creating an incident and triggering the traditional resolution cycle. Hence systems that can understand cognitively and evolve to supporting the business users while transacting is the true definition of Live Enterprise. EDA when it evolves into true business decision making support assistant is when the OLTP ERP systems will start to transform into Cognitive Enterprise Systems.

Furthermore if the Enterprise System can cognitively reason then do we not have the ability to move the needle from traditional SLA based support models to XLA's where the incident resolution happens before the incident is even triggered in the ITSM tool. Thus inevitably leading us to revisit the traditional support models & ERP systems in earnest.

An Enterprise Digital Assistant (EDA) does exactly the above. It’s a virtual assistant based on artificial intelligence that will sense, analyze and assist enterprises to make smooth business decisions, optimize operations and prevent disruptions. An EDA is the intelligent workforce that benefits enterprises right from transition to steady state service delivery to sustained continuous transformations and improvements. It assists you in achieving significantly higher ROI for application management with efficiencies driven by Conversational AI, business-focused support service, eliminating work drivers, running streamline business processes, persona-based assistance and automation of application management.

It adds immense value to enterprise by assisting in five key, broad areas:

• IT Technical Support:  The EDA assists technical users by proactively monitoring systems, alerting users on system failures and increases user experience and productivity by automating the repetitive, manual tasks.
• Business Workflow Management: The EDA provides assistance to business users by reminding or automating business process approvals, thereby increasing user productivity and reducing process delays.
• Business Process Assistance: The EDA senses the changing business needs, state of underlying business processes, operations, planning and application transactions continuously, helping business managers to make decisions at zero latency, live assisting business functional experts during transactions and preventing business disruptions by validating against the predefined business rules.
• Application Support: The EDA provides a digital brain that consolidates and analyzes different application performance and execution assisting application manager to take necessary steps on failures and system errors, thereby increasing system efficiency and proactively controlling applications.
• Business User Assistant: The EDA acts as a personal assistant to a business user. It performs personalized operations by providing persona-based training, Self Help services and critical incident support, which improves the overall user experience in the enterprise.

Let’s summarize; first, we talked about the Real Time Live AMS shift, then how an EDA can support that shift and lastly, what value additions an EDA ensures to different business processes and users.

However the more important discussions would be determining the right path for your organization as the business use-case (challenges), if it is feasible (solution), project planning (implementing), delivery model (deploying) and of course, ROI has to be tailored to your organizational needs.

We will be discussing more on our forthcoming articles on how to transform into a Live Enterprise. Keep an eye out for the articles, which will be updated as part of a 5 part series! 

2nd Part