Figure 2: Benefits of operational technology service management
IT-OT convergence simplified with IoT
Device connectivity through IoT has allowed companies to provide better customer convenience and increase operational efficiency, and this feature can be further leveraged to improve OTSM by the convergence of IT and OT.
IT-OT convergence is a step-by-step journey that requires integration of existing silo systems, applications, and end-point devices/controllers for a holistic view, correlating and coordinating incidents, and defining the actions to rectify incidents in an efficient way.
Estimates indicate that the total installed base of IoT devices is 13.8 billion in 2021, and expected to grow to 30.9 billion by 2025.
To have an intelligent system, IT and OT information must be converged. Let’s consider the example of a utility company. In the event a tower is faulty, OT will take note and notify the monitoring team. The monitoring team may have to visit the tower, without prior knowledge of the nature of the fault. By using IoT and other emergent technologies, the utility company will be able to come up with a list of possible reasons for the failure and the remedy. It’s likely that the fault can be repaired remotely without dispatching a team to the site. Integration of the IT and OT systems makes this possible. Further, predictive analytics has a critical role in maintenance activities. Major benefits include reduced time to resolution, increased efficiency of service to customers, and enhanced productivity and life of the device. Additionally, companies can save maintenance costs and reduce management resources.
Connecting the dots with Wipro’s IoTNXT solution
IoTNXT built on Wipro Smart i-Connect (WSiC™) IoT platform, acts as a bridge and enables IT-OT convergence. The framework helps in building the specific elements needed for each OT environment.
WSiC™ IoTNXT provides the required protocols, drives, and application programming interfaces (APIs) for integrating OT systems and applications for monitoring the health parameters of OT assets and associated applications. WSIC’s inherent ITSM tool can be integrated with existing ITSM tools and alerts identified in the OT estate can be converted into incident tickets, which can be shared with onsite technicians using the workforce management tool with a clear description of the fault identified.
There are plenty of ways that your enterprise can benefit from Wipro’s IoTNXT solution. To learn more, connect with us at firstname.lastname@example.org.