As a part of my job, I have the unique opportunity to talk with our customers, partners, and service providers and attend many industry conferences all over the globe. I am also able to engage with analysts in person and remotely to get a feel for what is happening real-time in the industry. Over the last year, it’s clear to me that IT has fully embraced machine learning and AI principles on a wide scale, and that pioneering IT organizations are defining further use cases for applying deep learning.
Why this has become such a focus in the IT industry? There is no question the digital economy and digital services have changed the way people work; they are driving high expectations for user experience across all interactions and requiring personalized self-service. More and more digital services are delivered directly to customers, making speed of delivery and zero-wait-time experiences the most acute IT needs. Corporate teams are working closely in partnership with IT to drive these digital initiatives and meet the developing demands. As a result, IT needs a straightforward way of applying automation and orchestration to the digital experience. Coupling them with machine learning and predictive analytics to ensure that the experience is engaging and responsive appears to be the answer.
Service Management, which is at the hub of service delivery and the key interface between IT and its users, needs to deliver against these expectations by modernizing and transforming its tools and procedures. We have been leaders in the use of analytics and automation in our Service Management products for many years and we are launching a new Micro Focus Service Management Automation suite to help customers accelerate to the speed of digital business and quickly upgrade to a personalized, zero wait time service experience.
Here is a short overview of what we offer to our customers:
- Re-engage with users: To provide smart, personalized self-service, we built a new user experience with native mobile capabilities, built-in social collaboration, and Chatbot-powered interactions that appeal to the new generation of digital users.
- Improve agent productivity: Service agent efficiency can be dramatically increased through ticket and change management analytics and automation—activities that historically have required manual work and lots of time. Our approach is to apply machine learning to more and more uses cases in these areas, which reduces both ticket volumes and change management issues.
- Continuous service delivery and innovation: We have built our software using micro services and containers, allowing us to rapidly develop new capabilities and release them quarterly in a non-disruptive manner. This also allows us to grow our catalog of IT and non-IT service applications more quickly, and build in valuable new features like Chatops and virtual agents at the pace of business.
- Deployment Choice and Flexibility: Earlier this year we introduced the Container Deployment Foundation and since then, we’ve used it to deliver our Service Management Automation X-suite on public clouds like Amazon, on-premises and in hybrid configurations. These flexible delivery choices enables data control and sovereignty, and helps our global and regional partners offer Service Management Automation X as a service.
Customers of our Service Manager Automation suite can achieve unprecedented time-to-value and broad deployment options as compared to traditional vendors. They’ll be able to more easily meet their infrastructure, regulation and data sovereignty needs. And, with IT’s role shifting from that of a traditional operations support to a provider of digital service experience, they’ll be able to leverage our catalog of applications and deploy the smart, zero-wait time experience users are looking for. Even more importantly, they’ll be able to do it quickly and responsively.
The next Service Management Automation X release will be available on November 20, 2017. Keep an eye out for future blog posts, where we’ll discuss more about our innovations and differentiators. Also, if you haven’t already, please register for our next webinar Digital Enterprises Need Adaptable and Fast ITSM Software at Low Cost which will be held on November 15 at 8AM PT (5PM CET), to hear our ITSMA executives discuss the new release in more detail.