Säntis Group - Digitalisation of Business Processes

FHNW Module

Transcript

1. Incident Management Säntis Group 5 June 2018 Digitalisation of Business Processes Jaime Ramirez, Moritz Armingeon, Joël Schmid
2. Agenda 5 June 2018 Säntis Group 2 Idea and Process Overview Big Picture Demo Process Steps
3. Why Incident Management with BP? 5 June 2018 Säntis Group 3 “An unplanned interruption to an IT Service or reduction in the quality of an IT service.” Applicable for almost every enterprise, however different processes are in place! Risky and costly if not tackled efficiently and effectively! Easy scalable and adaptable to the size of the company Idea and Process Overview
4. Continuous Monitoring Process Overview and Goals Our Goals 1) Easy to use 2) Customer friendly 3) Scalable 4) Easy manage- and predictable 5 June 2018 Säntis Group 4 Idea and Process Overview Issue Creation Issue Identification Issue Diagnosis Issue Resolution
5. The Big Picture Development Cloud Services Camunda 5 June 2018 Säntis Group Customer Support Developers 5 Big Picture
6. Technologies used Camunda 5 June 2018 Säntis Group 6 Big Picture Development Cloud Services
7. In 4 steps to a successful resolution! 5 June 2018 Säntis Group 7 Process Steps Issue Creation Issue Identification Issue Diagnosis Issue Resolution ü Issue creation using… ü E-Mail ü Säntis Website ü Camunda ü Set Ticket Origin ü Confirmation Message for customer ü Identification of… ü Affected Applications ü Customers ü Impact & Priority ü Assign Responsible Ticket Team (external) ü Inform customers using twitter ü Issue diagnosis ü discretionary tasks ü Knowledge database ü consulting ü Tweet resolution ü Inform Customer Ticket Status Update
8. In 4 steps to a successful resolution! 5 June 2018 Säntis Group 8 Process Steps Issue Creation
9. In 4 steps to a successful resolution! 5 June 2018 Säntis Group 9 Process Steps Issue Identification
10. Issue Diagnosis In 4 steps to a successful resolution! 5 June 2018 Säntis Group 10 Process Steps
11. Issue Resolution In 4 steps to a successful resolution! 5 June 2018 Säntis Group 11 Process Steps
12. 5 June 2018 Säntis Group 12 Questions
13. 5 June 2018 Säntis Group 13 Demo Time!