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 Cloud Migration 30+ Services 500 Workloads Migrated to Cloud Sunera/StraVis Labs
Representative Clients Energy Utilities, Oil & Health & Pharma Manufacturing BFSI Retail Others Gas
AI, ML & RPA Solutions Innovation @ Sunera Labs Digital Operations : Data Sciences and RPA solutions Digital Experience : Digital Assistants / Bots Bots & RPA Solutions Predictive Intelligence Turnkey Solutions Digital Assistants / Bots Massive Real-time Data- Machine Learning as a Digital Assistants / Bots for ITSM & Mining Service HRIS Data Lakes, Map-reduce & Hive Patent pending ensemble of domain models – digital experience & RPA Automation operations Behavioral Prediction Accounts Receivables & Payables models Domain ML models User Churn, Up-sell, Assistance Custom RPA Telecom, Financial Services, Alerts, Usage based churn trend Manufacturing Custom crafting enterprise RPA alerts, custom event / signal-based churn trends, Sentiment Analysis and more Expert Data-scientists Renowned Data Scientists
Three new On – Demand IT Service Desk Services Assessment of your Service Desk readiness Automation using Digital Assistants • AIOps & ITOps A free checklist to determine the current state of your IT Service Desk Incident Prediction and Detection Plug & Play Service Desk for Incident Management & Request Management • • • Connectivity issues Collaboration tool issues Password Resets • • • VPN issues Citrix issues Domain and mail access Free IT FAQ bot for your employees to self-resolve basic issues (as your first line of defence) • • • Authentication Management ITSM Incident Management Outage Information • • • Access & Authorisation Management Self Service/ FAQs Asset Management
IT Service Desk augmentation Timeline Wave 1 (On demand ServiceDesk – 2 weeks) Managed Services Transition – Each Wave (2 weeks) W1 – W2 Preparation & Setting Up Of On demand L1 IT Service Desk (2 weeks) Transition Stabilization (1 week) Transition (1 week) Acceptance On demand Services Readiness Server & Wave 2 transition begins Transition Plan Provide RDP Application List BAU based resolution (Inventory) Knowledge Acquisition Provide 1800 Network & SPECIAL support Integrations Automation Employee Architecture comms for support model ITSM tool configuration • Asset, People, Process, Tools, Support, • Security and business continuity Assumption • SLA Metrics Tracking & Reporting To • Risk, Skills & Levels, Process Gaps Monitor Continuous Performance • Application Grouping, Mapping and • Sign Off Human Resource Management Dependencies, Asset Inventory Validation, • Gap Identification & Improvement Plan Resource Function • Track and acquire system access Start of Wave Transition Kick Begin Steady State Transition Sign Start of Transition Off Operations Team formation Off
Ready-to-deploy Functional Bots Deploy in 30 days, RoI in 90 days 01 IT Helpdesk 31 Out-of-Box resolution use-cases Resolve tickets 4X faster Powered by: Reduce tickets by 60% Proactive trouble-shooting Amazon Lex, IBM, Google Tensor-flow & fb fASTEXT
Automating ITSM @ Fortune 500 Manufacturer Support Operations Estimated Vol. & Resolution* Benefits of Automatic Resolution * 8.2 Hrs , reduction Employees Globally 9600 24000 Service-desk tickets in MTTR / Year 120,000 Hrs . of Plus (L1, L2 & L3) Manufacturing 32 Locations wait time reducded 15360 tickets can 18.2 On-prem & Cloud 51 Avg. Resolution / Enterprise be automatically MTTR Applications resolved Plus Hours 8 Plus Languages Opportunity for First 62% USD 691,200 Contact Resolution Covering North America, Saved over 3 years FCR 24/7 LATAM, EMEA & Asia USD 230,400 / Year * Estimates based on global servicedesk metrics published by Spoke : MetricNet, SDI and Zendesk 8 P a g e |
Experience Transformation Operational Transformation 9 P a g e |
31 Use-cases to automate IT Helpdesk Authentication Management ITSM Incident Management Outage information • Incident Triage • View current outages • Password Resets • Create incident • Alert affected parties, end users, and IT Network > AD / LDAP / SSO / IDM Enterprise Applications (Cloud / On-premise) management of reported outages • Promote incident to problem Messaging Platforms • Lookup current status of system or resource • Create problem • Reset device password • Create outage report • Submit new change request • Reset fob tokens • Create change request from existing incident or problem • Update status of change request (requested, approved, or rejected) • Add note to task Access & Authorization Self-Service / Guided Trouble Shooting / Asset Management Management FAQs & KB • Request new or replacement device • Application Access • Guide trouble-shooting wizard, step-by-step • Get notified of asset requests and Approval Workflow resolution process • Shared Network Folders/ Content • Request answer from knowledge base / • Update asset request (approve, reject, etc.) Management Portals Access and Approval FAQs • Get asset details (such as serial number, model, Workflow • System Access Requests and device statistics) • Access to Email distribution lists / groups, • Suspend, wipe, or disable device delegation and more • View asset inventory • Access to messaging and team • Add note to request communications tools
Purpose-Built for 10x results SLA Adherence 10x Proactive Remediation Results • Response at Light Speed • Reduction in Ticket Backlog • SLA Adherence • Predictive Experience • Proactive Resolutions SD Efficiency 11 P a g e |
Omni-channel & Integration Ready Out-of-Box AI for IT Service-desk 30+ Business App Integrations BRMs CRMs ERPs Service-Desk Legacy Apps 10+ Popular Channel Supported Voice Bots Chat Bots Website Mobile Apps Social Media
Enterprise ServiceDesk Grade AI 1800+ 300+ Vertical AI model for Service-desk 1: Authentication Domain Models 2: Outage OFFERS Service-Desk Intent Library “I can’t log in to my “Hey, is the internet computer !! Can you down? Or is it the WIFI 1 2 help?” ?..” Tele-Comm. Banking USERS “Hi I guess I need to “Hi, I am not able to Service-Desk reset my Keychain can send or receive emails E-commerce u help?” !!” 13 P a g e |
120 Days to fully automate IT Helpdesk Deep Insights on Service-desk optimization • Inform business heads when criticality opportunities changes • View issue & resolution SLA performance, summary and other reports • Proactive reporting on critical issues like outages Asset Management and Request access to systems or resources • Request new or replacement device • Get notified of asset requests • Update asset request (approve, reject, etc.) • Get asset details • Suspend, wipe, or disable device Outage Notifications/Alerts, IT Service-desk • Integration & Automation View current outages • Alert affected parties, end users, and IT management of reported outages • Lookup current status of system or resource • Create outage report Issue / Incident Management, • Password Resets • Create & promote incident Authentication Management • Get notified when incident is updated • Update status of change request • Reset network password (VPN, Network, AD, etc.) • Reset device password • Reset fob tokens
Proof-of-Value Engagement – ITSM Digital Assistant Team Goals Timeline (4 Weeks) Go-Live in 4 Weeks Project Start Customer SPOC FAQ Automation for Self-Service <Date> Guide trouble-shooting wizard, step-by-step resolution process. SPOC Responsibilities Request answer from knowledge base / FAQs 1. FaQ listing Week 01 2. Enable ITSM Integration with IT team 01 3. Issue and Resolver Mapping for incident Integrate customer FaQs Automate Ticket Triage and Incident Mgt. allocation Train Bot to handle FaQs Intelligent and accurate triage of incident type, ticket creation in ITSM Design ITSM Integration tool and accurate assignment SnX Customer Success Manager Milestone 02 02 1. Bot Training for FaQs Train bot on Incident Triage Proactive Outage Broadcast 2. Bot Config for ITSM integration Configure resolver mapping Based on the current outages in the enterprises, IT users will be Incident Triage Training Integrate ITSM notified along with the targeted ETA for service resumption 3. Incident ticketing workflow set-up 4. Testing & Deployment Milestone 03 03 Deploy ITSM integration Configure Incident allocation Additional Scope Offered in PoV Terms Continue training on triage Milestone 04 IN OUT An NDA and PoV agreement stating the 1 04 Test incident triage and allocation Goals and other terms will be mutually Azure AD Integration for: Custom App Password Resets Test FaQ automation signed-off • AD account password resets On-premise / cloud based IDM PoV Go-Live • Outlook / Office password resets integration All other use-cases / Skills The PoV Bot will be hosted live for 4 weeks in 2 Project End to test the functionality and utility value of the Bot <Date>
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