Touchless Interactions, Invisible Workforce and Virtual Assets!
Does this sound like your new operating guidelines?
Rapid changes are happening in the current situation as companies adapt to the new normal and modify their internal processes, people and technology. It is essential to understand the drivers behind this change, to make a smooth transition.
For a customer to start the journey towards this “Virtual IT” driven Frictionless Enterprise the following approach should help:
Step-1: Do a quick assessment on all internal IT interactions to understand the transition from High-Touch models to Touch-Less modes. Using a web/mobile- based self-service portal with a standard catalog of Asset + Service Requests is a good starting point. The Fulfilment of such requests by Automated BOTs helps improve overall experience.
Step-2: With the workforce becoming distributed and using all infrastructure and applications remotely requires a solid assessment of Identity & Access Management architecture. There is a fine balance between flexibility and security vulnerability. Also all remote assets need to have a mature Security, Patch Management & Vulnerability management framework. Having a real-time view on access control and security incidents with modern Security Incident management handling SOP is key.
Step-3: Removing dependence of Physical assets and adoption of Virtual assets especially in Cloud can give a quick jump-start. It is critical to have a dynamic Asset Management and CMDB to get a view on real-time hardware & software assets. Automating User Onboarding and Application Provisioning and similarly deboarding are key to respond with agility without compromising on Governance. The adoption of software driven operations support, virtual assets and proactive SecOps will help deal with the need for speed and security at lower costs.
We are actively changing our internal operations and also helping our customers in faster adoption of the platforms to move towards the same. Our ServiceOne platform, combined with our “touchless” implementation model, helps make this transition in less than four weeks and can jump-start the change. ServiceOne removes friction by adding value to your existing ITSM tool implementation. Or if you don’t have an application, no problem; ServiceOne comes with a de-facto bundled solution for a frictionless, turnkey solution.
There are the immediate benefits to this approach and is powered by the adoption of established Cloud platforms, matured software and stable best practices.
Feel free to contact us for more information.