Business Process Consoles

Unus GaffoorMichael PooleKinetic Data

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Welcome from the Top of the World

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Agenda

Your business. Your process

Process consoles

Purpose/Role defined consoles

Kinetic Fulfillment Console

DER Support Console – Fault Analysis

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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

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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

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Your business. Your process

Concepts

Not every task needs to be an Incident or Change

Not every task needed is generic

Interfaces targeted by roleConsole / Work Order / Task

Guided Workflow

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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

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Kinetic Fulfillment Console

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Support Console

Simplified creation of incidents

Controlled working of incidents

Incident monitoring

Enforce best practice

Guided resolution

Reduce vendor support costs

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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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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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Customised Incident Management

Customised access to Incident

Control of actions permitted

Assignment

Status

Group

Incident type

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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

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Q & A