Advanced Analytics in Service Operation Management WHAT …Streaming data combined with advanced analytics can deliver real-time visibility into processes, deeper insights, and better

Advanced Analytics in Service Operation Management

WHAT IF? Improving service quality and lowering operating cost just got a lot easier

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HOW’S THAT POSSIBLE?Doing more for less isn’t new for Service Operations. It’s just more difficult to capture significant cost savings or service improvements using traditional approaches. Automation, real-time event processing, and data-driven insight provide new ways to continuously improve operational performance. These new methods are highly dependent on advanced analytics.

THE VALUE OF ADVANCED ANALYTICS TO SERVICE OPERATIONS MANAGEMENT

Data-driven key performance indicators delivered in real time is becoming a critical ingredient to remaining competitive and delivering superior experience to your customers.

Using advanced analytics and machine learning algorithms, applied to a unified set of both historic and streaming data can reduce service incident response and resolution by up to 50%.

Automated analysis of batch and streaming data enables effective exception-based management processes.

Machine learning algorithms and predictive analytics can improve asset lifecycle planning and maintenance scheduling, lower operating costs, and improve availability.

Automated action response triggers reduce human intervention.

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BY 2020

70%

70% of all organizations will adopt data streaming to enable real-time analytics...

...And for most CIOs, achieving broad competence in event-driven IT will be one of their top three priorities.

The confluence of cloud, intelligent devices, powerful networks and advanced analytics provides opportunities for enormous data-driven operational improvements. Streaming data combined with advanced analytics can deliver real-time visibility into processes, deeper insights, and better predictions in order to take smarter actions.

Gartner, Gartner on Event Processing in Digital Business: Recent Research, 2017 Gartner, How to Leverage Events to Empower Decisions in Business Real Time, 2017

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WHAT’S YOUR STRATEGY TO DO MORE FOR LESS?With VIA by Vitria, you can analyze faster, act smarter, and innovate rapidly to transform operational processes, deliver competitive advantage, and improve performance.

VIA is a complete analytics solution for operations executives, who need to improve operational efficiency. The VIA platform visualizes, analyzes and acts on streaming IoT and machine data, as well as historical data stores. It can transform static and dynamic data from many sources and the streaming data from IoT (internet of Things) devices and sensors into near real-time actions that improve business outcomes.

Vitria celebrates twenty plus years of providing transformative business process management solutions. We’ve built on this legacy to develop an analytics solution that gives operations teams and leaders the confidence to do more than look back to solve today’s challenges. Instead, VIA provides the vision and insight to act based on constantly refreshed data - assuring operational functions can react to the present condition.

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CONSIDER THE POSSIBILITIESWhat IF? Service Operations became a competitive differentiator for your organization

Monitoring KPIs around complex processes in real time was easy

Service disruptions and degradation could be minimized

Service levels could be improved while operating costs were reduced

Incident detection was faster and the noise of false positive was dramatically diminished

Time to resolve service incidents was cut in half

IOT AND STREAMING DATAIoT devices are becoming ubiquitous. They are in many ways the building blocks for new digital processes. But, without analytics, IoT is meaningless.

The true value of IoT depends on the ability to consume and analyze the data generated from the IoT devices and leverage this insight to drive data-driven action either automatically or through human intervention. Each steaming data point by itself is worthless but aggregating this data over time can provide learnings that can improve the ability to predict events and automate the appropriate responses.

There is a wealth of machine information and new insights that can be generated from IoT, but it must be mined to deliver value. It’s what’s done with this machine data that can become your secret sauce to deliver sustained performance improvements and transform your operational processes.

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BUT, YOU ASK... HOW CAN I LEVERAGE THIS MASSIVE AMOUNT OF STREAMING DATA TO IMPROVE OPERATIONAL PERFORMANCE?

REAL- TIME OPERATIONAL PERFORMANCE MONITORING

Transform streaming data into real time insight to improve QoS and

improve availability

INCIDENT LIFECYCLE MANAGEMENT

Accelerate issue resolution through faster detection and automation

PREDICTIVE MAINTENANCE

Improve availability through predictive analytics

Many service operations management and manufacturing production processes can be transformed through IoT and advanced analytics.

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REAL TIME MONITORING AND EVENT RESPONSEReal time operational performance monitoring and event response enables competitive advantage. It supports ongoing intelligence and situational awareness for business processes that benefit from real-time response and automated action triggers. It delivers on-demand intelligence when real-time event data is combined with historical data for time-sensitive, interactive operational decisions.

Manufacturers adopting IoT and real-time event processing have improved productivity by 30% with better intelligence and real-time situational awareness and are using this insight to make more-informed decisions.

REAL-TIME PROCESS MONITORING WITH ADVANCED ANALYTICS ENABLES:

Data-driven, situationally-aware processes that adapt with appropriate actions as they execute

Optimization of process execution

Improvements in customer interactions

Visibility into systems that affect processes to improve service quality

Detection of anomalies and management by exception

Prediction of process problems, identification of possible root causes and mitigation of possible impacts

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VIA’S ADVANTAGES WITH REAL TIME MONITORING AND EVENT RESPONSE Streaming data processed in millions of events per second with sub second processing latency

Faster analytics in real-time with a unique methodology that integrates streaming, historical, predictive and prescriptive analytics with relevant contextual and situational data

Visual analytic tools that accelerate business insight in spotting anomalies and out of compliance indicators

Dash Board Builder function that enables the rapid creation of interactive visual dashboards for your KPIs with drill down capabilities

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INCIDENT LIFECYCLE MANAGEMENTAdvanced, intelligent analytics applied at every stage of the incident life cycle can deliver an exponential reduction in the time from the incident occurs to quality restoration and issue resolution.

COMMON CHALLENGES THAT CAN BE ADDRESSED THROUGH ADVANCED ANALYTICS AND MACHINE LEARNING INCLUDE:

Nuanced issues which are harder to detect increase overall incident duration

False positives overwhelm operations draining their productivity and delaying reaction time to real issues

Lack of integration across systems introduces redundancy with multiple efforts underway to tackle the same or related issues across the same population base

Complex human analysis often across multiple data sets and disciplines needed to determine root cause extends cycle time

Visualization tools, machine learning algorithms, and predictive analytics often is lacking or not well integrated into diagnostic processes

Often entails workarounds to reduce immediate incident impact and manual repairs to resolve the issue

Visualization tools, machine learning algorithms, and predictive analytics are often lacking or not well integrated into diagnostic processes

Incident impact may be felt during recovery requiring monitoring through full restoration to provide recovery assurance

OCCURRENCE TO DETECTION

DETECTION TO REACTION

DIAGNOSIS REPAIR RECOVERY

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VIA’S ADVANTAGES IN INCIDENT LIFE CYCLE MANAGEMENT Complex customer-impactful incidents detected faster by leveraging advanced methods of anomaly detection in granular populations to uncover difficult to detect issues (false negatives).

Advanced anomaly detection combined with machine learning reduces alarm and alert noise delivering a single intelligent alert.

Integration with downstream systems enables checking on existing incidents/alerts to prevent redundancy.

Root cause discovery accelerated through machine learning and analysis of the association of attributes-to-events to identify potentially impacted entities to help narrow down the root cause.

Incident command center shows the real-time incident impact and predictive analysis supports prioritization of issues for resolution to maximize the quality of service.

Actions prescribed and implemented automatically for remediation by applying machine learning to historical incident data to determine possible remedial actions and integrating with 3rd party systems to automatically prescribe actions or workarounds.

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PREDICTIVE MAINTENANCE AND DATA-DRIVEN MAINTENANCE PLANNING With the combination of real-time data collected from smart devices/sensors, advanced analytics and machine learning, accurate predictions can be made of when maintenance should be performed to avoid failure and degraded performance. This lowers costs while maintaining availability.

Machine learning algorithms and predictive analytics can be leveraged to determine when to best schedule maintenance to maximize uptime while reducing the number of manual inspections and potentially extending asset life.

IoT sensors on critical assembly equipment deliver data in real time that enables managers to make decisions rapidly to trigger the actions needed to maintain manufacturing production lines at maximum capacity.

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VIA’S ADVANTAGES IN PREDICTIVE MAINTENANCE AND DATA-DRIVEN MAINTENANCE PLANNING Real time Integration and analysis of streaming sensor data on actual equipment performance and environmental factors such as climate changes or temperature with enterprise resource planning (ERP) systems, computerized maintenance management systems (CMMS), and production data improves insight and prediction accuracy

Key performance indicators monitored in real time and predictive alerts automatically delivered to define areas requiring attention.

Data driven analytics displayed through the visual dashboard improves the efficiency and effectiveness of your staff allowing you to improve maintenance planning.

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BUT...Can I deliver greater value quickly using advanced analytics without disrupting current processes?

VIA ‘s productivity is achieved through its interactive visual modeling environment which uses a library of drag and drop, configurable building blocks to define the analytics process. While customers leverage VIA’s growing library of building blocks, VIA also includes an SDK for developing new building blocks. VIA’s low code/no code development environment lets organizations get started quickly and rapidly build or modify existing IoT applications.

The VIA analytics solution from Vitria also integrates with existing workflows and big data investments which speeds both integration and deployment.

Do I have the right skill sets to develop and implement an analytics solution?

VIA provides a simple way to create purpose built analytic processes through a self-service, visual modeling environment that doesn’t require specialized data science skills or knowledge of complex coding.

With minimal coding, applications can be built in days, not months. This accelerates time to business value by a factor of 100 as compared to point products or platform tool kits that either limit customization or require complex coding.

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DOING MORE FOR LESS IN-SERVICE OPERATIONS IS EASIER WITH VIA BY VITRIAIf you need to improve service quality and the customer experience while reducing operating cost, VIA is a complete analytics solution that leverages hardened scale-out platform functionality capable of visualizing, analyzing and acting on streaming IoT and machine data, as well as contextual machine and service data, with embedded machine learning and a suite of integration APIs.

IMPLEMENT VIA BY VITRIA AND …

Improve the quality of service by implementing real-time operational performance monitoring

CONTACT US TODAY TO LEARN MORE AND SCHEDULE A DEMONSTRATION.

Accelerate issue resolution by refining your incident lifecycle management processes

Increase availability and avoid down time with predictive maintenance and data-driven maintenance planning