IT Self Service in der Praxis - Der Infineon Service Store€¦ · 2015 2016 2019 Major version 2015 2016 2019 upgrade (5.3) Major version upgrade (8.0.1) Intro of Automation Engine

IT Self Service in der Praxis -

Der Infineon Service Store

DI Dr. Günther Hölbling

Service Management Platform (SMP) Team

About me

Team: Service Management PlatformDepartment: IFKL IT OS ESS SMPat Infineon since 2011

Job Responsibilities ▪ Project coordination and development for Matrix42

Service Management Platform and BMC Remedy

▪ Owner of ServiceStore and SpecialServiceAutomation platform

▪ Coordination and implementation of workflow automation and process design

▪ Interfaces of the service management platforms

Educational Background▪ Informatics, PhD (University of Passau Germany)▪ Applied Informatics, Dipl.-Ing. (AAU Klagenfurt)

DI Dr. Günther Hölbling

542020-03-05 Copyright © Infineon Technologies AG 2020. All rights reserved.

Main question

What makes the

“Infineon Service Store”

out of the

Matrix42 Service Management Platform


Key drivers for the Infineon Service Store

Infineon Service Store

Infineon itself

Scale

History

Concepts and

Processes

User Interface

Automation


Infineon at a glance

Financials Market Position

Business Segments Employees

897 982 1,208 1,353 1,319

GJ 15 GJ 16 GJ 17 GJ 18 GJ 19

[EUR m]

Europe

18,600

41,400 employees worldwide

(as of Sept. 2019)

Americas

3,900

Asia/Pacific

18,900

37 R&D locations

17 manufacturing locations

Revenue Segment Result Segment Result

margin

17.8%17.1%15.2%15.5%

5,7956,473

7,063 7,599

# 2 # 1

Automotive Power Security ICs

# 2

8,029

16.4%

44%

8%

18%

30%

Automotive

(ATV)

Industrial Power

Control (IPC)

Digital Security

Solutions (DSS)

Power Manage-

ment & Multi-

market (PMM)

Revenue FY 2019

Strategy Analytics,

April 2019

Informa Tech

(former IHS Markit

Technology),

September 2019

ABI Research,

September 2019


Infineon IT overview

Main hubs and their strategic role

The overview does not show all IT sites.

El SegundoInterface to Americas

business KlagenfurtInfrastructure and

technology services

MelakaGlobal captive

IT deliveryBangalore− R&D and SharePoint

(internal)

− Global IT delivery

(external)

SingaporeInterface to Asia Pacific,

Greater China and Japan

business

MunichMain interface to

global business

PortoHub for IT FIN, HR,

PUR and SAP

development services

ShanghaiChina sites support


On 3 June 2019, Infineon has announced

to acquire Cypress

› Infineon will acquire

Cypress for €9.0 billion

(US$23.85 per share)

› Cypress is a US-based,

global chip manufacturer

with ~6,000 employees,

headquartered in San

Jose, California

› Infineon becomes an even

stronger system solution

leader in high-growth markets

automotive, industrial, IoT

› Higher focus on structural

growth, broader geographic

footprint, more customers,

greater revenue share in

distribution, lower capital

intensity

› Top 10 global semiconductor

player

› Improved value creation

› End of August 2019,

Cypress shareholders

accepted Infineon’s

acquisition offer

› Regulatory and antitrust

approvals ongoing

› Closing of the deal is

expected at the end of the

first calendar quarter 2020

or at the beginning of the

next calendar quarter

What has been decided? What is the outcome? What are next steps?




Infineon itself

Scale

History

Concepts and

Processes

User Interface

Automation


Service Management@Infineon

Facts and figures

Service offering

~ 800 services

> 80 locations

> 900 support groups

~ 100.000 visitors/month

Order statistics

~ 340.000 Service requests/year

~ 250.000 automated tasks/year

~ 2 MIO Service requests since 2009

IT support split

▪ INC/CHG/PBM:

BMC REMEDY

▪ Service requests:

Matrix42 Service Management




Infineon itself

Scale

History

Concepts and

Processes

User Interface

Automation


2016 20192015

2016 20192015Major version upgrade (5.3)

Major version upgrade(8.0.1)

Intro of Automation

Engine


Service Store strategy and roadmap

Introduction of Service

Store

2014

Service Store

SSA

End User Services

Incident / Change / Problem Management

2009 2013IT Specific Services

Migration to UUX


Service Request Management / Automation

2005




Infineon itself

Scale

History

Concepts and Processes

User Interface

Automation


Overall process – approval and provisioning

Service

Store Web

Service

Order: ORD12322

Bookings: BO1, .. BO3

SOAP/JavaScript

Standard Dialog

Remedy provisioningworkflow

Approval workflow

InfineonService Store

Eventing/URL calls

Service Store IFrame

(embedded customer)

Web Application

Create Order


Infineon embedded customer

AD Group creation

Windows Server creation

DNS creation / modification




Infineon itself

Scale

History

Concepts and

Processes

User Interface

Automation


Evolution of user interfaces of the Infineon Service Stores

< 2009

2009 - 2018

2018 - 2019

> 2019


Screenshot current UUX setup @ Infineon










Infineon itself

Scale

History

Concepts and

Processes

User Interface

Automation


Service Request Automation@Infineon

Facts and figures

Trends

Automation statistics (12 month)

~ 250.000 provision workflow executions

~ 50.000 approval workflow executions

Workflow creation and interfaces

> 210 active workflow definitions

~ 25 Infineon workflow activities

~ 20 systems connected

0

5000

10000

15000

20000

25000

Jun.16 Nov.16 Jun.17 Nov.17 Jun.18 Nov.18 Jun.19 Nov.19 Jan.20

Provisioning Workflows per month


Hardware self service – Technical view

Order: ORD12322

Bookings: BO1, …

Client Information

Hardware Box Service and

Management

Workflow Automation

Engine

Provisioning Service

Interface to Store


Remedy Interface

1Order

creation

2Approval

Workflow

2

2Check

Availability

1Show

Data

2Check

Conditions

3 Remedy provisioning

7 Update booking status

4 Event

5Workflow

Activation

Interact

5Start

Pick up process5

Reserve

6Pick up hardware (with PIN)

6

Event

6Hardware

Delivered

6 Close Task

7 Book hardware to User

Quite easy – right? ;-)


Hardware self service – User view

Receive PINPick up

hardwareOpen request via

Service Store


Documents

IT Self Service in der Praxis - Der Infineon Service Store€¦ · 2015 2016 2019 Major version 2015 2016 2019 upgrade (5.3) Major version upgrade (8.0.1) Intro of Automation Engine