virtual ops center
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Virtual Ops CenterCommand Center for Global Business Operations
www.infosys.com
- Arindam Banerji, Bhavin Jayantilal Raichura, Rajanikant Prasad
Abstract
Most large organizations require global interactions on a day-to-day if not hour-by hour basis. The increasing complexity of such interactions causes business delays and strategic gaps.
Immersive experience is about creating a same-room effect for global, remote operations simplifying global interactions. Immersive experience facilitates physical-collaboration and is radically different from existing online collaboration models such as Web 2.0, blogs, wikis and the like.
Virtual Ops Center simplifies complex global multi-party interactions leveraging immersive-technologies, Mobility and Cloud. This innovation creates a virtual-ecosystem delivering same-room & on-demand interactive experience across global workforce, multiple vendors, partners, suppliers, dealers & distributors. Through physical collaboration, it shifts our experience of running global operations – not just by improving global productivity, but by enabling interactions that are simply not possible today.
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Immersive Experience is Physical CollaborationToday, enterprises are often unable to address the needs of complex global multi-team & multi-party interactions. Physical collaboration of being in the same room is difficult to implement or very expensive. Immersive experience creates a same-room effect for global, remote operations. It facilitates physical-collaboration through a variety of technologies and brings to bear capabilities not reachable through Web 2.0 & online collaboration. Immersive experience uses the following capabilities to enable Future Workspaces:
• Telepresence,VideoConferencing&AudioConferencing: for creating a same-room experience for remote global interactions across multiple teams, suppliers, vendors, dealers or partners
• TelephonyToolsincludingSMS,IVR,Click-to-Call: for on-demand connectivity with global stakeholders, accelerating the response cycles and productivity improvements thru automation
• RemoteOperations,Monitoring&Control: for remote sensing, plant-floor monitoring, remote site monitoring & management, remote manufacturing plant operations, real-time control
• Co-creationtoolssuchasDesktopSharing,White-boarding,Co-Authoring,Translations:bring global teams closure, share information much faster and work more efficiently, together
• SmartPhones&BlackberryAccess: anytime, anywhere access to LOB systems enables decision-making while on-the-move delivering smart experience
Industry Round-upToday, immersive experience plays a significant role in various business situations. Niche ISVs have come up with innovative offerings;Enterpriseshavestartedadoptingitinparts-&-pieces;Analystsarepredictingmarketexplosionofthesetechnologies:
Industry Trends
ISVs,H/W&S/WPlayersare coming up with niche, innovative offerings
• Worldwidenetworkingleaderofferstele-presenceS/W&H/WimmersiveinfraforManufacturing,Engineering,R&D
• MobilecollaborationsolutionsmajoroffersmobilevideosolutionsforRemoteMaintenance,TeleHealth
• 3DapplicationsandcollaborationleaderoffersVirtualSpacesforRealWorkforgovernment,defenseetc
• SystemsIntegrationmajorofferssoftwareplatformforenterprise-gradevirtualroom
• GloballeaderinbusinesscommunicationsoffersCloud-basedImmersiveWebinteractionsforBusinesses
Enterprises have started adopting immersive experience for global operations
• LeadingconsumergoodscompanyusesCiscoimmersivesolutionsforGlobalEngineering
• GlobalelectronicmanufacturingmajorusesCiscoimmersivesolutionsforSupplierCo-Creation
• Oilfieldservicesmajoraccessesexpertsinrealtimefromoilfields
• GloballeaderinfinancialprotectioncompanyCutsCostsandCarbonEmissionswithimmersivevideo
• MultiservicebasedagencyandInsurancemajorUnveilHigh-TechMobileUnit
• AtoptierUniversityusesimmersiveremoteclassroomandbeyond
Analysts are predicting market explosion for these technologies
• Aleadinganalystfirmpredictsimmersiveexperiencemarketwillreach$8.6Billionby2015*
• AleadingResearchfirmpredictswebconferencingmarketwillreach$5Billionby2015*
Infosys Virtual Ops Center OfferingVirtual Ops Center brings physical collaboration to any interactive process within an enterprise, using immersive technologies.
Consider,whathappenswhenweneedtosolveacomplexproblemduringthelife-cycleofaglobalSAProllout.Severalkeyprogrammersaretypically distributed throughout the globe and sub-applications on multiple screens need to be looked and deep interactive fixes in some caseswouldhelp.HowmuchsimplerwoulditbeifthesekeySAPprogrammersandfunctionalexpertscouldbebroughtintothesameroomand could huddle across a pair of adjacent screens. This kind of physical collaboration is made possible through virtual-ops.
In fact, it creates a virtual-ecosystem delivering same-room & on-demand interactive experience, extensible across global workforces, multiple vendors,partners,suppliers,dealers&distributors.Interestinglyitcanbeappliedtoanyprocessthatrequiressignificantinteraction,fromSAPlifecycle management to order management and fulfilment, from deep customer care to management of complex global infrastructure.
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BusinessScenarios
GlobalEngineering SupplyChainCommandCenter GlobalITOperations
Customer Asks
• HowdoIreducethecostofglobalR&Dandrelatedtravels?
• HowdoIaccelerateNPIcyclesacross teams, suppliers, & partners?
• HowdoIefficientlyinteractwithglobalpartnernetwork?
• HowdoIgetreal-timevisibilityacrossthesupplychain?
• HowdoIbringunifiedsupportexperience across vendors & tools?
• HowdoIaccelerateglobalSAPlifecyclerollout?
EnablingScenarios
• GlobalR&D,Design&Engineering
• Co-CreationwithSupplier,Partners
• DesignAnywhere,FollowtheSun
• PartnerTrainings&Awareness
• Inventory&LogisticsPlanning
• RiskMonitoring&Management
• KnowledgeTransitions
• IncidentManagement&Support
• IndependentValidation&Testing
Business Value
• AccelerateNPIs
• ReducedTravelCosts
• AcceleratedR&D
• AcceleratedPartnerOn-boarding
• EfficientRiskContingency
• FasterMarketPenetration
• ReducedTCOforglobalITOps
• ImprovedProductivity
• ImprovedVendorPerformance
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BusinessValue:VirtualOpsCenterTransformsGlobalITServiceManagementExperienceVirtual Ops Center for IT operations brings immersive technologies to fundamentally shift how day-to-day operations within IT organizations are run, problems are solved and processes monitored and implemented. At its minimum, it simplifies the application-development, app-maintenance,infrastructuremanagementandSLAadherenceprocessesacrossglobalteams,vendorsandtoolsets.Keyfeaturesinclude:
InteractiveSupportBring face-to-face, same-room experience for IT Ops by integrating immersive experience
tools such as – video conferencing, audio-conferencing, desktop sharing, remote control.
LOB Integrations with Microsoft Lync, Cisco WebEx, Adobe Connect, Digitalsamba Onsync,
BigBlueButton etc. can be used to simply support for in-house customers as well as external
partners for eg., agreement on EDI interactions.
Contract adherence Through application integration, portfolio management and metrics tracking tools, it brings
a holistic approach to SLA adherence, protocol issues or even application-development/
deployment roadmap gaps. Integrating Virtual Ops with Remedy, Oblicore, ServiceNow will
bring efficiency to vendor & SLA performance management through immersive interactions
AutomatedHelpDesk-italsointegrates telephony tools
SMS, IVR, Click-to-Call for Help Desk automation & accelerating support-cycles, increasing
responsiveness. Seamless integration of applications into the ops-center allows interactive
multi-party changes and accelerates automation. Microsoft TellMe, Voxeo, Goolge Voice, CallFire
etc provide cloud-based SMS, IVR and Click-to-Call capabilities that do not require large CAPEX
to bring these capabilities within organizations.
Accelerated Application Development&Maintenance(ADM)Cycles
It leverages integrated collaboration & Knowledge Management tools – email, chat, translations,
co-creation & communities to accelerate application development cycles, all tied together
with shared desktops and telepresence. Integrations with SharePoint, Microsoft Bing, Goolge
Translation, Microsoft Visual Studio, HP Quality Center will change the way we do application-
development across the globe
Anytime anywhere Infrastructure Monitoring Brings Smartphone access for anytime anywhere access for datacentre health, critical apps &
infrastructure management
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Additionally, virtual-ops is a common platform, which once deployed, can easily be used to systematically enhance processes in non-IT organizations, such as in customer operations, design and manufacturing.
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SummaryVirtual Ops Center brings immersive experience, mobility and cloud services into LoB applications creating a next generation experience and enhanced efficiency. Virtual Ops center enables “Future Workplaces” by creating immersive, same-room & shared-app effect for enterprise processes. Enterprises can bring certainty, uniformity & efficiency across their global operations.
REFERENCES
*http://www.dailymarkets.com/stock/2011/06/09/videoconferencing-new-battlefield/
**http://wallstreetpit.com/68883-videoconferencing-market-thriving
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About the Authors
Arindam Banerji
Unit Technology Officer, Manufacturing, Infosys Limited
Forthelast18years,Arindamhasbeenatechnologistofsomevisibilitywithintheindustry.AsoneofthevisionariesandchieftechnologistbehindE-speakatHP,Arindaminthelate-nineties laid the foundation for the next generation of computing, now broadly known as webservicesandService-OrientedArchitectures(SOA).Hewasalsooneoftheearlypioneersof semantic search.
Inthepast,hehasbeentheGlobalR&DheadforHewlettPackard’sWeb-Services(thencalledE–Services)productlines,PrincipalScientistandHeadofStrategyResearchOrganizationforHP’sServicesbusiness,ArchitectatSunMicrosystemsandtheCTOforseveraltech.startupsin the Manufacturing space.
At Infosys, his group focuses on providing technology strategy and advisory services to Manufacturing customers globally, while providing intellectual property driven solutions in the supply chain and engineering collaboration spaces.
HehasaPhDfromtheUniversityofNotreDame,over30publicationsand6patents.
Arindam can be reached at [email protected]
Bhavin Jayantilal Raichura
Principal Technology Architect, Manufacturing Products, Platforms and Solutions, Infosys Limited
Bhavin has 15 years of experience; He works with manufacturing clients for technologyconsulting, solution advisory & execution of large transformation programs. He leadsconceptualization to commercialization cycles for multiple business-solutions, technology practices and center-of-excellence.
Bhavin is a regular speaker on technology, and has presented at several international conferences.Hehasalsopublishedmultipleartifactsonvariousonlinetechnologyjournals.
Bhavin can be reached at [email protected]
Rajanikant Prasad
Group Project Manager with Products, Platforms and Solutions unit, Infosys Limited
Rajanikant has over 16 years of experience in solution consulting and execution of largetransformation engagements. He also lead theMicrosoft practice for niche solutions andincubated several solutions to help accelerate the implementation.
Rajanikant can be reached at [email protected]
© 2012 Infosys Limited, Bangalore, India. Infosys believes the information in this publication is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of the trademarks and product names of other companies mentioned in this document.
About Infosys
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