It’sbeen weeks since we have been trying to assimilate an understanding about ServiceTheater. We’ve been talking about so many concepts and functions that it seems a recap will be a good way to start the final blog of this three part series. Recap rolls in 3…2...1.
Hyperscalers have taught us that rolling out innovative services for enriching customer experiences is a key differentiator and demanding customers want a cloud like experience, irrespective of scale. CIOs need a foundation that meets customer demands by building three key capabilities on their IT estate: agility, adaptability, and controlled spend, and mitigates the challenges around tool sprawl, limitations of cross skilling, and siloed automation. ServiceTheater facilitates CIOs and IT leaders to meet the above objectives. However the questions around complementing existing investments such as front-ending applications, and configuration tools still remain unanswered.
The answer lies in functional features 4 and 5.
4. Functional feature#4: Service creation and accessibility
ServiceTheater is a standalone programmable automation and orchestration platform, But it also bundles an out of box functionality that enables it to expose workflows as managed APIs for consumption by front ending applications such as Wipro Holmes, digital platforms, customer portals, etc. Interestingly, ServiceTheater also integrates with configuration software such as Ansible, Chef, etc. and use them productively. These integrations allow ServiceTheater to add strength and capabilities, and complement other investments made by customers. For a moment let us assume that Wipro Holmes is automating L1 tasks in an organization and we want to enhance Wipro Holmes and make it Holmes++, which is capable of delivering L2 and L3 level tasks. In such a scenario, we can deploy ServiceTheater, build workflows and expose them as managed APIs on the Holmes UI. As a result, customers and end users experience the same look and feel, but can now take advantage of the new enhancements and empower themselves with the ability to perform L2 and L3 level tasks.
5. Functional feature#5: Foundation for autonomous operations
AIOPS tools such as Servicenow Loom tightlyintegrate with ServiceTheater to manage events by triggering ServiceTheater to perform a task. As a result, incidents get proactively resolved, causing minimal disturbance to the end user. Autonomous operations are the future and the foundation of a marvelous customer experience. They reduce tickets, increase team efficiencies, facilitate focus on strategic tasks, and deliver enriched experiences for adopting ecosystems.
All in all, ServiceTheater facilitates CIOs and IT leaders to meet the expectations of today’s customers and lay the foundation for futuristic autonomous operations. It paves the way for NextGen offerings such as SAP HANA as a service, digital database platform services, cyber recovery, boundary less data management etc.
Summarizing its key takeaways:
You, my reader, may be surprised that you have been unaware about ServiceTheater’s existence. But,as the saying goes, truth is stranger than fiction. For all of you who abide by the seeing is believing philosophy, and are yet to believe in the super powers of ServiceTheatre, we have a live environment where we walk the talk. To see the magic unfold, drop an email to email@example.com.
GM & Global practice head for Wipro’s Data center business.
He is also a Distinguished Member – DMTS at Wipro. He has a track record of incubating and maturing emerging technology practices. In his current role his charter includes driving overall strategy and priorities at Wipro for DC practice. He has spent over 18+ of his 22 years’ experience in Wipro being part of niche practices and offering. He has rich experience in strategy and operations entailing building the niche solution offering and new business development. Mayur's sound understanding of Infrastructure Technology Outsourcing (ITO) has helped Wipro acquire new business while handling many deals of varying sizes. He has broad exposure of developing solutions for several industry verticals in both domestic and global market.