Role of Intelligent Technology in Service Management

In our earlier blog, we discussed Remote Lean Service Management. As promised earlier here is the second blog on the Role of Intelligent Technology in service Management.

The evolution of technology has opened new opportunities for business to harmonize their business processes. It is very much essential that in the new era of an intelligent enterprise; Customers, Partners, Hardware partners, Hyperscaler, Consultants need to evaluate and lay down a concrete foundation to benefit enterprises. In this blog, we would like to discuss the role of Intelligent Technology which will help Enterprises in Service Management.

While enterprises need an integrated ERP solution, the expectation is that the Service Management should be flexible and scalable, yet compliant with legal and statutory requirements. This will lead to a hybrid environment – for example, service requirements are registered on CRM, actual services are carried out on Service Management Suite and back-office processes are on Lean core ERP. In such a scenario, there is an expectation to harmonize the master data without any duplicate maintenance as the same is used by Marketing, Sales, Services, and Finance.

Another important aspect is that the said equipment/assets relate to emerging technologies like 5G. The equipment will generate zettabytes of data shared by sensors, which needs to be analyzed to derive meaningful action with a task list, either by the equipment itself or by machine learning algorithms, or by a human. This is also considering that certain use cases would need fast decision making and there is no luxury to connect to the cloud. Hence a point to be noted is that it is not worth sharing all data to ERP/CRM. The practical approach would be to handle data and business processes related to routine maintenance works at the equipment edge to action-related business processes while data related to critical business events or unknown situations is to be passed on to ERP/CRM for action. Edge services and ERP data are to be synchronized subsequently to have 360 degrees view of equipment performance and utilization. Thanks to Internet Protocol Version 6 (IPv6) which allows 340 undecillion (340* 10 to the power of 36) addresses resulting each equipment/device will have a unique IPv6 address.

Given above it is implied that enterprises will strive for –
a. Platform that will provide APIs and related accelerators to integrate business solution stack) and streamline the business process to give a unified customer experience.
b. IoT and edge enabled equipment to provide real-time or near to real-time data (depending on the criticality of the equipment) with support guidance through Intelligent technologies like AI.

Please refer to Self Motivated Enterprise Diagram. The Self Motivated Enterprise will fulfill the need of the hour. In a Self Motivated Enterprise, IoT with AI technologies will have the capability to take decisions either with no or very little manual intervention. The ability to generate service tickets based on the business rules is equivalent to the deputation of service personnel at the site.

Let’s take an example where cooling water pumps are used in power plants. It is of utmost importance that the pumps should be operational all the time. Availability of time series sensor data about operational parameters will sense the trend and provide valuable business insight through Intelligent Technologies (IoT, AI) to Intelligent Suite (CRM and/or ERP) for subsequent action on common Technology Platform.

The Business Process and Solution stack view is described in the below diagram. The described Cyber-Physical System would lead enterprises to redefine their service offerings, achieving near to zero downtime and optimizing workforce. The approach aligns with Industry 4.0 as regards connectivity, real-time data, and AI capabilities. Last but not the least, the availability of sensors and that too at an affordable price will benefit organizations in adopting such an Intelligent framework.

In tomorrow’s world, all product companies will rebrand themselves not only as product company but as unmatched customer experience company through their products and service.

Author Details

Sunil Maheshwari

Sunil comes with rich 20 years of SAP experience. Since last 6 years working with leading organizations to define SAP S/4HANA adoption strategy. He is technology expert providing solution and advise to customers in S/4HANA transformation journey. His primary focus is building solutions and tools to accelerate S/4HANA transformations

Jaideep Madhukar Lokur

Jaideep comes with 10 years of Engineering and 20 years of SAP experience. Since last 6 years working with leading organizations to define SAP S/4HANA adoption strategy. He is one of the founder members to establish Center of Excellence (SAP S/4HANA) for leading IT organization.

Leave a Comment

Your email address will not be published. Required fields are marked *