Business Area

Service Diagnostics is a key activity within the Incident Management process, typically within telecommunication or large IT organizations. The nature of these activities is often unpredictable and the outcome and follow up actions can vary a lot.  

Service Diagnostics are often involving a variety of backend systems and cover different layers within the infrastructure, network and application layers. 

Main Challenge

Using a specific example within the Telecom industry. The client was monthly manually executing over 15k diagnostics activities on their network and within their datacenters.

The output of the process resulted in 20 different scenarios. Each scenario can have its own follow-up actions. The estimated processing time for each of the individual scenario varied from 3 to 25 minutes. Besides that, the estimated total waiting time related to individuals starting to work on the activities within the diagnostics activity in total was 30-60 minutes.

Combining these both the process time and waiting time resulted in an average delay of 45-60 minutes on every single incident, affecting the service levels with the end clients.

Unfortunately, the activity was also complex due to the amount of teams involved and integration of underlying systems, like CRM, CMDB and network applications. Besides that there was a requirement for special handling based on product and customer .

Solution Needed

The required solution needs to fulfill at least the following key features:

  • The ability to interact with all the backend systems such as CRM, CMDB, Network Tools, Knowledge base, logs and many more.
  • The ability to interact with different parts of the network, both retrieving information but also intrusively test and operate the network.
  • The ability to develop convert a custom process into an end to end automated solution.
  • The possibility to trigger the solution in different ways, through email, API’s and portal integration, to make it part of different processes both on the operations and service transition side.
  • The ability to see the entire history of all the outputs in a uniform way, making it easy to search and compare.
  • The requirement to fix the issue if possible, by clearing, cleaning or rebooting specific service, or any other action needed.

Solution Provided

Robot ICT provides a reliable, innovative and scalable solution using their own framework.

The solution can be deployed in a short period of time and is using industry standard backend systems.

With the solution clients can build their own workflows based on existing modules, but also can create new modules that can be included in a workflow.

Triggering a workflow can be done using an API, making it easy to integrate any workflow as part of any CRM system or process. Robot ICT also provides a portal as part of the solution where workflows can be triggered with a granular ability on user rights.

Customer Benefits

Application Management

  • Increase of compliance because robots deal better with sensitive data.
  • No need to replace applications already invested in. RPA works on top of existing applications.
  • The agility and customizability of the application.
  • With the new solution the incident management process becomes much more predictable, both on outcome and execution time.
  • Fluctuating volumes of incidents do no longer have impact on the average mean time to repair (MTTR), because the waiting time is reduced to a predictable amount of minutes.
  • On the back of the outcome of a service diagnostic there is a follow up action which even can trigger another process to run automatically.

Driving Process

Management

  • Lower operational risk due to less human errors .
  • Higher continuity because of the reliability of an automated process. There is no longer the need to train humans for 90% of service diagnostics.
  • Up or downscaling of workforce becomes a lot less expensive, because you don’t need to train additional humans, worst case you need to upscale the processing power of your environment.
  • Mean Time to Repair / Restore is reduced by at least 25%.
  • First time to respond improves by up to 60 minutes on average.
  • Users can focus on the more difficult tasks, adding value to the process.

End User Satisfaction