Service Automation: Enabling The Self Service Generation - Jan-Willem Middleburg
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The document discusses service automation and how it enables self-service for users. It defines service automation as the practice of allowing autonomous users to procure, manage, and adjust services through self-service technology. The document outlines the service automation framework, including the key components of automated deployment, automated service delivery, and serendipity management. It provides examples of how companies like KLM and Netflix have implemented service automation.
Service Automation: Enabling The Self Service Generation - Jan-Willem Middleburg
- 1. Pink Elephant – Leading The Way In IT Management Best Practices Service Automation: Enabling The Self Service Generation Jan-Willem Middelburg Regional Director, Asia Pink Elephant
- 2. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 2 The Service Automation Framework
- 3. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. ITIL defines a Service as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks." 3 Before We Begin…
- 4. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. § Brief Overview of Service Automation § History of Automation § Digitization of Services 2020 § The Business Case of Service Automation § The Self Service Generation § The Service Automation Framework § The ‘Heart’ of Service Automation § The ‘Brain’ of Service Automation § The Service Automation Blueprint § Service Automation in Practices § Next steps in setting up Service Automation 4 Agenda
- 5. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 5 Mechanical Automation
- 6. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 6 Electrical Automation
- 7. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 7 Processing Automation
- 8. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 8 Process Automation
- 9. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 9 Waves In Automation
- 10. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 10 What Is Service Automation?
- 11. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. The Service Automation Definition: “Service Automation is the practice of an industry that enables their autonomous users to procure, manage and adjust services through self-service technology and concepts in order to systematically exceed user expectations.” 11 Service Automation
- 12. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 12 Service Push vs. Service Pull Push Pull
- 13. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. THE BUSINESS CASE Why Service Automation? 13
- 14. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 14 The Self Service Generation
- 15. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. § Is used for services that are available 24x7 § Is focused on User Experience (UX) instead of customer satisfaction § Is in charge of his or her own decisions § Is tech savvy: knows how to use technology 15 The Self Service Generation
- 16. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. § The AUTOMATED delivery of SERVICES 16 Service Automation Means
- 17. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 5 Business Drivers for Service Automation § By definition, Service Automation facilitates a scalable business model by which companies can enter new markets more easily and attract new customers § Service Automation assists companies to make data-driven decisions based on earlier interactions with users and customers. Frequently, decisions based on facts prove to be more reliable; § Service Automation is automatically user central. Services are always designed for user needs, focusing primarily on an optimal user experience § The aim of Service Automation is to automate unnecessary manual labor, providing a more cost-efficient service delivery organization § And last but not least, by breaking down services into easy-to-understand steps, Service Automation provides a framework for consistently exceeding user expectations. Ultimately, the concept of serendipity management transforms customers into fans 17 The Business Case For Service Automation
- 18. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. THE SERVICE AUTOMATION FRAMEWORK How To Design For Automated Services 18
- 19. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. Serendipity Management • Serendipity Process Service Delivery Automation • Request Process • Inquiry Process • Resolution Process • Upgrade Process • Feedback Process Automated Deployment • Provisioning Process • Familiarization process • Fulfillment Process 19 Technology Service Design User The Service Automation Framework
- 20. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 20 How To Design Automated Services
- 21. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 21 The User
- 22. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 22 Service Design: SAF Blueprinting Demographics: • Age • Gender • City • Family • Etc. Psychographics: • Information • Content • Ease of Use • Privacy Security • Graphic Style • Fulfilment Orientation Booking Course Materials Course Delivery Evaluation Booking Confirmation Invoice Venue Details Evaluation Form Website LMS Evaluation Tool Registration Process Invoicing Process Evaluation Process Admin Finance Marketing
- 23. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 23 Technology Platform Users Service Providers Applications External Services Users Service Providers Applications External Services
- 24. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 24 Technology Integration: Automation Demographics: • Age • Gender • City • Family • Etc. Psychographics: • Information • Content • Ease of Use • Privacy Security • Graphic Style • Fulfilment Orientation Booking Course Materials Course Delivery Evaluation Booking Confirmation Invoice Venue Details Evaluation Form Website LMS Evaluation Tool Registration Process Invoicing Process Evaluation Process Admin Finance Marketing
- 25. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. Serendipity Management • Serendipity Process Service Delivery Automation • Request Process • Inquiry Process • Resolution Process • Upgrade Process • Feedback Process Automated Deployment • Provisioning Process • Familiarization process • Fulfillment Process 25 Technology Service Design User The Service Automation Framework
- 26. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 26 Automated Deployment
- 27. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 27 Automated Service Delivery
- 28. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 28 Serendipity Management
- 29. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 29 Serendipity Management
- 30. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 30 The Value Of Service Automation
- 31. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. Serendipity Management • Serendipity Process Service Delivery Automation • Request Process • Inquiry Process • Resolution Process • Upgrade Process • Feedback Process Automated Deployment • Provisioning Process • Familiarization process • Fulfillment Process 31 Technology Service Design User The Service Automation Framework
- 32. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 32 Serendipity Management For KLM
- 33. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 33 Automating Exceeded Expectations
- 34. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 34 Transforming Customers Into Fans
- 35. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 35 Service Automation At Netflix
- 36. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. 36 Enterprise App Stores
- 37. Service Automation: Enabling The Self Service Generation © Pink Elephant, 2016. All Rights Reserved. Don’t forget to fill out the session evaluation in the event app. We value your feedback. 37 Session Evaluation
- 38. Service Automation: Enabling The Self Service Generation © Pink Elephant, <year>. All Rights Reserved. Thank You. Questions? Jan-Willem Middelburg jw.middelburg@pinkelephant.com @jwmiddelburg @theitilexperts nl.linkedin.com/in/jwmiddelburg www.slideshare.net/JanWillemMiddelburg www.pinkelephant.com