The answers to these questions lead to the evolution of new age end user field services, which focuses on technology-driven cost-optimized field services.
Better user experience
In the digital world, user experience is core. Organizations want to provide to the end users a better experience as they work from anywhere, anytime. The key to better user experience is to proactively identify the issues and solve it affects the end user. User experience analytics tool like Wipro UxM combined with proactive problem management helps in providing a better user experience.
UxM tool provides the analytical data, which includes historical as well as real time analytics. The power of UxM is optimal when it blends with ITIL best practices. Wipro’s UxM framework is one of the UxM tools that blends with ITIL best practices to enable proactive identification and resolution of flaws in end user environment.
Automation is another key component that enables a better user experience as well as reduction in mean time to resolve. The experience will be excellent if the UxM identifies the issue in the environment and resolves it automatically. Most automation tools focus on automatic resolution of software or configuration related issues. Hardware related automation is minimal and is one of the unexplored areas. The users prefer to sort issues on their own and only reach out to the IT department when they are not able to solve the problem. The IT departments or IT service providers need to enable solution for the IT end users irrespective of whether it is a software problem or a hardware problem. There are solutions that can automate hardware related issues as simple as getting a soft drink in a vending machine or doing a transaction in ATM machine.
Wipro’s Digilocker solution is one among the same, wherein a user can drop his machine and take a new machine and start working. As todays cloud option enable the user data in cloud and profile settings can be pushed automatically, the user can start using the device in no time. Traditionally, getting an accessory like mouse, headphone etc. involved a cumbersome process of raising the request, getting it approved, IT department delivering the device etc. This can be automated by the combination of the workflows in the ITSM tool and vending machine. Access to the Digilocker and vending machine can be enabled through employee access card, which makes it simple for the user to get the device.
Hardware remote diagnosis
Application that runs over the operating system. Any other issues, like BIOS level issues, cannot be diagnosed with remote support tools. So, remote diagnosis of hardware was an unexplored area for ages. A few solutions like Intel VPro technology helps in remote diagnosis using the chipset technology. These tools along with their hardware monitoring solution help in remotely identifying the hardware related issues irrespective of anywhere, anytime working.
Effective resource utilization
The number of end user field services IT staff deployed is usually very high in the traditional model, which increases the cost of maintaining end user devices. Lack of automation and absence of remote diagnostics for hardware were the major reasons for the same. IT staff had to be onsite to diagnose hardware-related issues. The IT staff member then has to log a call with the warranty vendor to replace the concerned part and wait for the warranty OEM vendor to dispatch the part and get it replaced. This used to take a long cycle time. With the arrival of automation and remote diagnosis tools, it is a matter of leveraging the OEM support for warranty replacement, which reduces the overall mean time to resolve and ensures a better user experience.
Near zero physical field support
New age field services shifts from people-intensive delivery model to technology-enabled delivery model that harness the power of automation, remote support tools, OEM warranty support and user experience analytics for a near zero physical field support.