On Demand IT Service Desk for enabling remote work By Focused on - - PowerPoint PPT Presentation
On Demand IT Service Desk for enabling remote work By Focused on Disruptive Innovations 8 Global Locations 1200+ Experts Digital Innovation 9 Innovative IT Automation Digital Platforms 300+ Customers STRENGTHS 10 Digital Solutions
By
IT Automation Cloud Migration Digital Innovation
8 Global Locations 1200+ Experts 9 Innovative Digital Platforms 300+ Customers 10 Digital Solutions 30+ Services 500 Workloads Migrated to Cloud Sunera/StraVis Labs STRENGTHS
Others Retail Energy Utilities, Oil & Gas BFSI Manufacturing Health & Pharma
Innovation @ Sunera Labs
Turnkey Solutions
Digital Operations : Data Sciences and RPA solutions Digital Experience : Digital Assistants / Bots
Machine Learning as a Service
Patent pending ensemble of domain models – digital experience &
Domain ML models
Telecom, Financial Services, Manufacturing
Expert Data-scientists
Renowned Data Scientists
Bots & RPA Solutions
Digital Assistants / Bots
Digital Assistants / Bots for ITSM & HRIS
RPA Automation
Accounts Receivables & Payables
Custom RPA
Custom crafting enterprise RPA
Predictive Intelligence
Massive Real-time Data- Mining
Data Lakes, Map-reduce & Hive
Behavioral Prediction models
User Churn, Up-sell, Assistance Alerts, Usage based churn trend alerts, custom event / signal-based churn trends, Sentiment Analysis and more
Assessment of your Service Desk readiness
Automation using Digital Assistants AIOps & ITOps Incident Prediction and Detection
Plug & Play Service Desk for Incident Management & Request Management
Free IT FAQ bot for your employees to self-resolve basic issues (as your first line of defence)
Server & Application List (Inventory) Network & Integrations Architecture ITSM tool configuration Transition Plan Knowledge Acquisition Employee comms for support model Provide RDP based resolution Provide 1800 SPECIAL support
Preparation & Transition (1 week) Stabilization (1 week)
Automation
Transition Acceptance
Start of Wave Team formation Transition Kick Off Begin Steady State Operations Transition Sign Off Start of Transition
Assumption
Dependencies, Asset Inventory Validation, Resource Function
Sign Off BAU
On demand Services Readiness
Monitor Continuous Performance
Wave 1 (On demand ServiceDesk – 2 weeks)
W1 – W2
Wave 2 transition begins
Managed Services Transition – Each Wave (2 weeks)
Setting Up Of On demand L1 IT Service Desk (2 weeks)
Deploy in 30 days, RoI in 90 days
IT Helpdesk
31 Out-of-Box resolution use-cases Resolve tickets 4X faster Reduce tickets by 60% Proactive trouble-shooting
Powered by: Amazon Lex, IBM, Google Tensor-flow & fb fASTEXT
Employees Globally
Service-desk tickets / Year (L1, L2 & L3)
On-prem & Cloud Enterprise Applications
15360 tickets can
be automatically resolved
MTTR 9600
51
Plus
24000
Plus
Manufacturing Locations
32
18.2
Hours
Support Operations Estimated Vol. & Resolution* Benefits of Automatic Resolution *
Automating ITSM @ Fortune 500 Manufacturer
USD 691,200
Saved over 3 years USD 230,400 / Year
Opportunity for First Contact Resolution
62%
FCR
Languages
8 Plus
Covering North America, LATAM, EMEA & Asia
24/7 8.2 Hrs, reduction
in MTTR
120,000 Hrs. of
wait time reducded
* Estimates based on global servicedesk metrics published by Spoke : MetricNet, SDI and Zendesk
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Experience Transformation Operational Transformation
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ITSM Incident Management
approved, or rejected)
Authentication Management Self-Service / Guided Trouble Shooting / FAQs & KB
Network > AD / LDAP / SSO / IDM Enterprise Applications (Cloud / On-premise) Messaging Platforms
resolution process
FAQs
and Approval Workflow
Management Portals Access and Approval Workflow
delegation and more
communications tools
Access & Authorization Management
management of reported outages
Outage information
and device statistics)
Asset Management
SLA Adherence SD Efficiency Proactive Remediation
Results
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Business App Integrations
BRMs CRMs ERPs Service-Desk Legacy Apps
Popular Channel Supported
Voice Bots Chat Bots Website Mobile Apps Social Media
Out-of-Box AI for IT Service-desk
1: Authentication 2: Outage
OFFERS
“Hey, is the internet down? Or is it the WIFI ?..” “Hi, I am not able to send or receive emails !!” “I can’t log in to my computer !! Can you help?” “Hi I guess I need to reset my Keychain can u help?”
Domain Models Tele-Comm. Banking Service-Desk E-commerce 1 2 Service-Desk Intent Library USERS
Vertical AI model for Service-desk
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Deep Insights on Service-desk optimization
Asset Management and Request access to systems or resources Outage Notifications/Alerts, IT Service-desk Integration & Automation Issue / Incident Management, Authentication Management
changes
summary and other reports
01 02 03 04 Integrate customer FaQs Train Bot to handle FaQs Design ITSM Integration Week 01 Train bot on Incident Triage Configure resolver mapping Integrate ITSM Milestone 02 Deploy ITSM integration Configure Incident allocation Continue training on triage Milestone 03 Test incident triage and allocation Test FaQ automation PoV Go-Live Milestone 04 <Date> Project End
Timeline (4 Weeks)
<Date> Project Start
Goals
Guide trouble-shooting wizard, step-by-step resolution process. Request answer from knowledge base / FAQs FAQ Automation for Self-Service Intelligent and accurate triage of incident type, ticket creation in ITSM tool and accurate assignment
Automate Ticket Triage and Incident Mgt.
Based on the current outages in the enterprises, IT users will be notified along with the targeted ETA for service resumption Proactive Outage Broadcast
Additional Scope Offered in PoV
Azure AD Integration for:
Custom App Password Resets On-premise / cloud based IDM integration All other use-cases / Skills
IN OUT
Team
1. Bot Training for FaQs 2. Bot Config for ITSM integration Incident Triage Training 3. Incident ticketing workflow set-up 4. Testing & Deployment 1. FaQ listing 2. Enable ITSM Integration with IT team 3. Issue and Resolver Mapping for incident allocation SPOC Responsibilities
Terms
1
An NDA and PoV agreement stating the Goals and other terms will be mutually signed-off
2
The PoV Bot will be hosted live for 4 weeks in to test the functionality and utility value of the Bot
Customer SPOC SnX Customer Success Manager Go-Live in 4 Weeks
CORPORATE HEAD QUARTERS
1 E. Big Beaver, Suite # 109, Troy, MI 48083 Telephone: +1 248-524-0222 Email: info@Suneratech.com
DEVELOPMENT OFFICE -1
Block 2, 6th Floor, My Home Hub, Hitech City, Madhapur, Hyderabad, Telangana, India – 500081. Phone: (+91) 40 - 66006400 Email: info@Suneratech.com
DEVELOPMENT OFFICE -2
Block 1, Floor IV, NSL Arena Uppal, Hyderabad, Telangana, India – 500039 Phone: (+91) 40 - 6600 6400 Email: info@Suneratech.com