Bringing agility back into your business with real-time visibility of services

Posted on: October 19, 2015 by Willem van den Boogaard

Digital consumers are growing increasingly demanding. If they don’t get the quality and speed of service they’ve come to expect, there are enough disruptive competitors out there, who, armed with a more agile business model, will gladly take their business. Service operators, such as telecommunications firms, are therefore doing everything they can to keep service outages to a minimum, bringing agility back into their business to retain their customers. Without complete visibility of the organisation however, it can be very difficult to address outages.

But solutions are available to help enterprises manage this process. Here, I offer best practice for enterprises looking to bring agility into their businesses. I’ve given practical examples of how Atos Bridge can help. It’s a concept that delivers a consolidated, 24/7 view of end-to-end business process chain performance, providing alerts when agreed business KPIs are at risk of reaching their threshold.

  • Ensure a joined up approach between departments

If you look at a typical set up within an organisation, departments operate in a siloed manner, leaving them with little indication about what each other is doing. If for instance, one operator spots an error and reboots the server, they might not realise that a monthly finance report is running on the same server, and resetting the system will affect that service. The Bridge offers a 24/7 integrated way of working between managed services and application management, enabling organisations to drill down into their organisation and get better visibility into what’s going on in each environment, across multiple departments.

  • Practise event management not incident management

Traditional IT services are set up to do incident management, whereby an error is not reported until it has already occurred, thus slowing down the repair time. This can have huge repercussions on the business. In the manufacturing or retailing sector for example, one order printer breaking down in a distribution centre can result in trucks not being able to load and deliver to the shops, which can cost the business significantly. Or a telco not being able to introduce the latest iPhone because of a non-availability of a test chain can be devastating, not only money-wise but in terms of reputation too. With services like Atos Bridge, events can be spotted before they become incidents, vastly reducing the overall impact on the business.

  • Human intelligence is critical

It might seem an obvious point to make, but human intelligence will always be important in spotting events and reducing outages. However, in recent years, we’ve become so focused on automated technology, that manual maintenance has fallen by the wayside. The Bridge is operated by a unique team based globally but with the main competence centres in India. Operating 24/7, they have the skills required to control the end-to-end landscape, on whatever technology it may reside. Whilst using automation as a foundation, the Bridge works by moving from incident solving to event solving, as prevention is always better than having to solve a problem. This unique way of working has resulted in incident drops of around 70% for some customers.

  • Leave the tech to the experts

The business shouldn’t have to concern themselves over where their data is or the processes involved in getting an asset from A to B. It should only have to care about its key business objectives – keeping customers happy, ensuring deliveries arrive on time and issuing invoices promptly, for instance. Partner with organisations that can take care of these administrative processes, enabling you to put energy into strategic projects and innovation.

Staying innovative and agile is critical to businesses’ survival in the digital era. What other processes are you bringing into your business to ensure you can remain flexible in the race to meet consumers’ needs?

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About Willem van den Boogaard
Global Head of Atos Bridge Services
Head of Atos Bridge Services With strong academic background in information technology management, Willem has grown from a application and system engineer to the Head of Atos Bridge Services. He was responsible for the successful set-up and implementation of Atos Bridge Services for different IT sectors and customers in the Telco, Manufacturing and Pharma industry. Willem has strong leadership skills evident from his growth from engineer to heading a multi customer unit which covers both AM and MS organization. Having worked and studied in foreign countries, Willem combines his multi-cultural navigational skills with customer-focused approach, drive for innovation and pragmatic management techniques. Willem is self-motivated, quick learner, and willing to undertake mission-critical assignments that require strong stakeholder management.

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