siliconindia | | July 20188ACCELERATING DIGITAL TRANSFORMATION THROUGH AUTOMATING IT MANAGED SERVICESBy Nilesh Gupta, Vice President & Global Head ­ Digital Infrastructure Management Solutions & Strategy (IMS), 3i Infotech3i Infotech is a public global Information Technology company committed to Empowering Business Transformation. Headquartered in Mumbai, India has over 4500 employees in more than 17 offices across 11 countries and over 1000 customers in more than 50 countries across 4 continents.T he evolution of digital technol-ogies such as Social, Mobility, Analytics and Cloud (SMAC) is having a significant impact on IT within enterprises. By 2020, a staggering more than 20 billion connected devices will be in place, which would be about three times the size of the current world's population, enabling us to crave for a perfect synchronization with just about everything around us. You will need to decide if you are one of the early adopters of technologies that will drive your business just ahead of your compe-tition, working with the newest and most advanced solutions and leaving your com-petition to play the catchup game.Transformation today begins with digital Infrastructure and data is the key theme within the orchestration layers of digital infrastructure. Enterprises have been accumulating data and literally have not even come close to exercising the real worth of it. Empowering business with actionable information can fundamentally change the way business can operate and transform. Here is where automating man-aged services operations will accelerate digital transformation journey within an enterprise. So what are the areas one can pos-sibly apply intelligent automation within the IT operations framework? Let's look into the top three areas where automation is already underway.1. Automating Service Desk Operations: We need to relook at how enterprises en-gage service desk for end-user support. With digital transforma-tion accelerating at very high speed, information technologies are changing rapidly in the way businesses are getting done today. With rapidly changing tech-nologies there are high turnover of ser-vices desk engineers that leads to lack of knowledge and experience. This leads to high risks and low quality of services. Besides providing a 24x7 support takes a toll with the costs going north. Enterprises can look into building AI / RPA into their service desk support operations. In fact, with roughly 30-40% of Level 0/1 ser-vices desk support cases being repetitive, IN MY OPINION
< Page 7 | Page 9 >