Problem: Whether you are a service provider assisting external clients or managing an internal IT group servicing different business units or divisions, failing to meet SLA targets is costly. Most SLA monitoring tools will only tell you if you’ve missed a target after the fact, and they won’t tell you exactly why the goal was missedparticularly if delays were caused by an external vendor or cloud service provider. You can’t take corrective actions in real time, and you can’t pinpoint the source of problems retroactively.
Ideal: Your team meets its targets most of the time. And when an SLA goal is missed, for any client or business divisionor is even at risk of being missedyou know immediately. As a process manager, you’re alerted if an SLA is out of compliance so you act right away. You can drill down into the discrete steps in the process and determine the who-what-where of the source of the problem and take corrective action.
How: With the Service Quality Automation Management (SQAM) Kinetic Application (or KAPP) and Kinetic Task,
SQAM tracks both overall time to complete a multi-step process as well as times for each discrete task. Every defined action, or trigger, stops or starts a new timer.
These actions are defined in Kinetic Task, and can be triggered from virtually any application or source capable of communicating using common protocols (API's, Web Services, SOAP, REST, etc.): ERP, CRM and ITSM platforms, cloud applications, IoT devices, payment systems and more.
Dozens of Kinetic Task Handlers have been created, providing easy interaction with popular applications and data sources. With Task Handlers, business process owners can define triggers and create processes with no coding.
Benefits: As a service provider (whether internal or external to the enterprise) you can see the status of your SLA compliance at any time. SQAM can send proactive notifications to help prevent missed SLA targets (e.g., at fours hours into an eight-hour process, if you haven't reached a defined milestone, escalate the issue).
Easily view SLA compliance status in real time or for any defined time period (weekly, monthly, date range, etc.).
Hold vendors accountable; did a vendor really deliver within their promised timeframe? With the automated triggers in SQAM, you'll know for sure. If an SLA target is missed, you can pinpoint the source of delay to take corrective action.
Conclusion: SQAM gives you greater visibility into and control over your processes. It enables service delivery groups to improve SLA compliance, and identify issues when goals are missed. The ability to track SLAs by client or division simplifies maintenance in a multitenant environment or a busy, complex internal service group.
Problem: Few (if any) organizations have a single, centralized system of record for managing processes end-to-end across the enterprise. Typically, complex service delivery processes involve not only multiple systems but also outside vendors and business partners. If data isn’t properly synchronized across these disparate systems, errors will occur and critical processes may “break.” But one-to-one system integrations don’t support the ever-changing demands of (internal or external) customers, and don’t scale.
Ideal: Data is entered onceminimizing manual process steps and the opportunity for errors to creep inand automatically translated, converted and synchronized across internal (on-premises or cloud-based) and external vendor/partner systems. Integration is via an open architecture that can be extended to any system using standard communication methodologies, is scalable, and gives service providers or internal service delivery groups complete visibility to manage complex service models and processes.
How: Implementing a service integration and management (SIAM) strategy, service providers can use Kinetic Task as a service integration hub to automate processes across systems. This provides a scalable way to communicate between systems using standard methodologies such as APIs, web services, RESTful, SOAP, or command line calls. Graphical drag-and-drop mapping capabilities allow large, complex processes to be broken down into small, reusable components.
Benefits: Complex tasks involving multiple systems and vendors can be mapped, automated, scaled, and maintained in a manageable approach as business needs, technology, and the environment change. Other benefits include:
Conclusion: SIAM is an effective approach to delivering customer services where fulfillment is coordinated through multiple suppliers and across disparate platforms. Kinetic Task enables service providers to implement a SIAM strategy for integrating and automating processes across systems in an easy to manage, highly scalable manner.
Problem: Capturing new business opportunities is the lifeblood of service providers. But today’s complex, multi-year contracts often have long sales cycles combined but with condensed, chaotic RFP response windows. This results in a large volume of information that must be coordinated quickly and accurately in order to maximize the chance for success with the response. However, the team working on the response requires input from subject matter experts across various organizations and entities, all with their own siloed processes and knowledge (and already flooded schedules). Poor collaboration means lost business.
Ideal: Systems integrators, managed service providers, and outsourcers working to win bids are able to seamlessly collaborate across organizational boundaries, increasing the probability of winning. Providers who need to augment their own capabilities with resources from partner companies and outside organizations can respond in a complete and timely manner.
How: Kinetic Response enables service providers crafting bids to significantly improve their likelihood of winning the business by streamlining capture team collaboration.
Kinetic Response is enterprise collaboration software designed to simplify information sharing in time-sensitive, chaotic situations. Sometimes referred to as a “Virtual War Room,” it features real-time chat, simple task assignment and management, document sharing, and quick categorization of relevant data points.
Benefits: Capture team members can easily coordinate from anywhere on any device. New participants can be invited to join as needed, and quickly get up to speed on the current status. Other benefits include:
Conclusion: For service providers, capturing new business opportunities often requires last-minute collaboration between multiple internal and external experts. Kinetic Response provides powerful real-time communication, file-sharing, and task management capabilities enabling service providers and partner companies to collaborate effectively to win more opportunities.