Our latest podcast discusses some of the most common challenges faced by our customers in managing their SAP landscape and how YASH is spearheading solutions to overcome these obstacles.

Hosted by Srinivas Kommu, the podcast sheds light on the intricate issues encountered by organizations navigating ECC and S/4 HANA landscapes. With our extensive experience, we've not only tackled multiple challenges head-on but also proactively introduced value additions to enhance productivity and ensure seamless business operations 

In this podcast, our expert, Srikanth Karunam, will guide you through the transformative realm of generative AI. You will learn about its role in reshaping IT application management and explore practical use cases that have fueled a significant (and sustained) surge of interest. Generative AI's real-world impact is vividly demonstrated through success stories, with ChatGPT emerging as a notable example. Join us to discover the synergies reshaping traditional AMS structures, moving beyond break-fix maintenance into a new era of innovation. 

If you want to learn more about our AMS services, click here.

Today, we shall talk about the need for automation in application management and how organizations are getting benefitted using automation. 

In managing business processes of an enterprise, companies leverage a mix of IT Applications that are off-the-shelf and custom-built. Based on the business criticality of these applications, organizational culture, competition, and other parameters maintenance and support models are finalized.

With increasing size and complexity of businesses, the number of resources needed to manage complex application increases exponentially. Similarly, there are lot of activities that are repetitive in nature which require no or very less decision-making based on subjective information. And all these activities increase costs, choking much-needed funds for fostering business-centric innovation and transformation initiatives.

So how should businesses address these challenges? Is automation the answer? Is it high time to bring bots?

The world of application management is increasingly leveraging AI, machine learning, Robotic Process Automation (RPA), cognitive computing, etc. IT Service management tools with infusion of robotics are significantly changing the way applications are managed.  Let us look at how automation in application management is benefitting an organization.

Introduction:

Hello and welcome to the latest episode of this podcast. In this episode,  we will talk about A perspective on transforming application support services. While a lot has already been said, written and discussed about Digital transformation, Application Transformation, today we shall spend some time to understand the role and the need for transformation in the very services that support these applications. 

Points:

Application maintenance and support is a constant need for any organization to keep them running in fine fettle. And these support services are driven and delivered by industry standards like ITIL. ITIL standards define support processes which cover all aspects of service delivery, and it also stresses on "Creation of value through service delivery”.

Now if we superimpose the transformational elements on these ITIL processes, we can quickly get a structured framework for transforming AMS services. In this Podcast let us look at three key ways to achieve it – one ticket resolution agents, second automation tools and the third service orientation.

In the ticket resolution space we are seeing rapid adoption of technologies like AI to build intelligent agents. Artificial cognition is now used in routing of the tickets, prioritization of the ticket and even predictions can also be made in the space of issue resolution,   in the space of determining the impact of tickets, and expected monthly/yearly ticket volumes as well . And then there are Conversational chatbots that are used as a 24/7 first contact experience, functionalities are further extended into deploying software, escalate support requests, and carry out changes to restore IT services.

What we are also seeing is improved knowledge curation abilities of these agents which encompass intelligent search, suggest potential solutions and also identifying more importantly knowledge gaps. Some of the latest offerings in these agents include further contextulisation based on the servicelines like Enterprise Apps, Infra Apps, cloud apps or so to say more application or service specific agents .

Coming to the business process automation tools, we can leverage them to automate the build and release management activities. For example, digital applications where we have faster releases, we can focus on a multi-threaded DevOps chain in helping streamline the build management and deployment activities. Automation can be used in the release to deploy process chain as well.. 

The third aspect of service orientation involves a shift of focus from issue to the user, problem situation to business situation and in the process we enhance overall user experience and quality of the services delivered. This focus would primarily help bringing in a culture that is service oriented.

Focusing on these transformational elements allows us to create a personalized AMS framework for our customers, enabling their transformation journey. Additional dimensions such as  engagement models and Customer competitive business scenarios need to be considered on a case-to-case basis to offer services that are compatible.

To conclude, a IT Service provider should primarily focus on what customer and business want, so that we create a sustainable value delivery chain for our customers. 

Thanks for listening to us, and stay tuned till our next podcast.

Businesses today are undergoing waves of transformation more rapidly than ever before. Change in the ways of operating a business, diversify revenues, control costs, gain a competitive edge through technology, are forcing IT leaders to look for agility. While agility is a broad term in the context of IT outsourcing, here’s his take on volume-centric pricing models. In this model, the customer would be in a ‘pay as you use’ mode of services, meaning they would pay only for the number of tickets delivered in a month with the scope of services being constant like a number of modules to support, support coverage, type of tickets to service, geographies to support, etc, they would also get to choose a minimum number of support tickets to service per month.

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