Harnessing the Power of Intelligent Technology in Service Management

Technology development has created new possibilities for businesses to streamline their operational procedures. Partners, customers, hardware partners, hyperscalers, and consultants must assess and create a solid foundation to benefit organizations in the new era of the intelligent enterprise. In this article, we’ll talk about how intelligent technology may benefit businesses by assisting them with service management.

While organizations are in great demand for an integrated ERP solution, it is also expected that their service management system would be adaptable, scalable, and compliant with all applicable laws. This will result in a hybrid system where, for instance, back-office procedures are carried out on Lean core ERP, actual services are performed on Service Management Suite, and service requirements are registered on CRM. Since sales, marketing, services, and finances all rely on the master data, it is expected that it will be synchronized without any redundant maintenance.

Intelligent Technology in Service Management

Another critical feature is that the mentioned equipment/assets are associated with new technologies such as 5G. Zettabytes of data generated by the equipment and shared by its sensors must be processed before it can be used to complete a task list, either by the equipment itself, machine learning algorithms, or a human. Furthermore, in some use scenarios, quick judgment calls are required and a cloud connection is not an option. Therefore, it is important to remember that not all data should be shared with ERP or CRM. The practical strategy would be to manage business and data operations related to standard equipment maintenance at the equipment edge to action-related business operations while data associated with important business events or unforeseen circumstances be forwarded to ERP/CRM for action. After synchronizing edge services and ERP data, a 360-degree picture of equipment performance and usage will be possible. Each piece of equipment or device will have a unique IPv6 address thanks to Internet Protocol Version 6 (IPv6), which provides for 340 undecillion (340* 10 to the power of 36) addresses.

Given the facts presented above, it is presumed that companies will strive for:

●A platform that will offer APIs and associated accelerators to expedite the business process and give customers a consistent experience.
●Equipment that is IoT and edge capable can give real-time or data that is close to real-time (depending on how crucial the equipment is) with support and direction from intelligent technologies like artificial intelligence.