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powered by CynergiAlways On, future-proof service experience focused on business
processes
New Age AM & IMRajib Kundu
Overview
2
CynergiInformation from our mind into an unified,
scalable and re-usable platform which integrates Transitions, Operations and
Delivery through standardization
Process Innovation
Service Delivery
Wisdom
Business Intelligence
IT/ Service Compliance
Analytics
Continuous Improvement
Skills
Best Practices
Known Errors
People
Competence
Account Management
Service Transition
Adoption Programs
Best Practices
Success Stories
Insights
Focus
Tools
Research
IT OperationsExperience Production GuidesKM
UnifyAll Information under the same
Umbrella, Easy to find and manage, Structured and Unstructured Data
01Service Transition
Gather information in a structured way to create the CMDB
02Service DesignDesign Dashboards into
Operations for data collection and design
operations03Service
TransformationSet up analytics and
Digitization
04Knowledge
ManagementSet up Knowledge for RPA to work.
05Robotic
AutomationAutomated mundane tasks, Human-Human, Machine-
Human and Machine-Machine automations
RoboticsZero to 100 mph in 5
simple steps
Service Transition
3
Infra Information
Transition Templates - Documented , Validated, Inspected and synched
IOC Readiness- Validate and Configure Monitoring Tools and Dashboards
Scheduled Jobs DRP, ARP and Support Model
InterfacesAnd Network
Other Information
Break up Application by
Tech Stack
Service Catalogue reference
Update SOP
Early Analysis
Configure Alerts for IOC and
Event Management
Set up access for Robotics, IOC
and MAS
Event Management
Set up from Day 1
Robotics set up for all SOP tasks
Identify additional alerts which are not in
Service Catalogue
Set up Alerts and Dashboards for
MAS
One Time configuration
Load Balancer Servers Web Server Database Products
Application Information
App Server
Validated ProgrammaticallyVisual Inspection Data Synch with customer data source ( If available )
Service Design – Customizing and designing the service
I C PGet all Operations Data into Platform,
Correlate and identify pain areas
Update Workflows and Dashboards as per
Governance Plans ex: AFNs, RCAs etc.
Build Organization structure. Define and set up
Communication PlanSLA Alignment with Business and Service
Mappings
Continual Improvement
• Digitization – Digitize Production Guides and mini-CMDB
• Removing Ambiguity and Uncertainty - Removing Human dependency by using structured way of data gathering and validation == No missing data in future
• Application Compliance Report - with projections of Information available and Projected Effort
• Avoid Information Loss- Even before Transition starts member know what information to be obtained, validated and what questions need to be asked
• Reduced Transition Time - Real Time Dashboard driven Knowledge Transfer to adhere to timelines and effectiveness
• Early Identification of missed data and opportunities for Hardenings and new alerts identified during transition.
• Operational Cost Savings - Early IOC Adoption from Day 1 of Steady State. Event Management and Robotics helps standardize alerts and help movement of routine tasks
• Futuristic - Path to robust and extensive KMDB, Use of mini CMDB leading the path to Automation. Integration of custom dashboards providing business activity monitoring (BAM)
• Focus on Governance - Accountable, transparent and follows the rule of law. It is responsive and participatory
• Unified - Unifies Technology, Operations and Governance into a single platform
• Metrics Driven Management - Real time dashboards provide robust decision support system (DSS).
• Baseline and Benchmark - Provides MTBF and MTRR base lining for a particular account and also in respect to other accounts
• Digitization - Web based forms ensuring operational data is maintained and managed
• 100% ITIL Compliant - The cycle from Events->Alerts-Incidents-Problems –Changes within one eco system makes information readily available.
Service Design
4
Application Failure Notifications
Incidents Problems Changes Service Requests PIS DefectsExecutive
CommunicationsService Level Management
Root Cause Analysis
Hardening Proposals
CorrelationCorrelation
Context
Bibliothèque!
SDMQuality Team
IMC
Onshore
GIS Team
Delivery Teams
MTTR/MTBF
Portfolio 2
Critical Support
Embargo
MIO
Bibliothèque!
Director
Portfolio 1 Portfolio 2
Portfolio 3
ADM
Nex
t Ag
e U
pgra
ded
Func
tions Application
Failure Notifications
Application Performance Management
Online Operations
Report
AutomatedSanity
Robotic Process
Automation
Real Time Operational Dashboards
Performance Engineering
Real time SLM Management
Computer Based
TrainingsIntuitive Incident management
Proactive Problem Management
FocusedChange Management
Workflow basedRoot Cause Analysis
Outcome basedHardenings
TechnologyUnderstand
DataAnalyze
ProcessSet Up
Service Transformation
2. Design
1. Transition 3. Transformation
• Implement New Process
• Integrate Operations and Governance
• Implement Client Relation Process
• Implement Technology Management Process
• Implement Delivery Process
Next AgeUpgradedProcess
Team Sites for Tasks, Risks
and Collaboration
Value added
Services
Cloud Application Management for Platforms
• Unified Workspace– Provide a unified space to run operations, governanve
• Avoiding making the same mistakes twice – With analytics platform and linking
• Communicating important information widely and quickly through value added services like MIO management, AFNs.
• Reusing ideas, documents, and expertise – With digitization information is readily available
• Enhanced Services and Functions
• Proposal File• Contract File• Due Diligence
File
Knowledge Management
6
Design
Transition
Cynergi
Training
SimulationsDemo
CBTs
Unstructured Data
Other Initiatives
Automation
Best Practices
Known Errors
EmailsRecordings
KEDB
Co-Author
Views
Search
Wiki
OtherWordExcel
Outlook
Version Control
Quick Recovery
Role Based Access
DocumentLibrary
Content Approval Category and Sub-Category
Ratings and Evaluations
Workflows
Salient Features
Decision
StrategyStructure Data
wherever possible and try finding correlation for unstructured data
Organization People
Collaboration
Audience Targeting
• Centralized Repository - All Information that is required for Application Support is under one umbrella.
• Avoiding making the same mistakes twice - New improved workflows ensure that MAS members get notified with contextual information about an issue Avoiding redundant effort -Synchronization feature helps avoid duplicate book keeping tasks.
• Managed - Each row of data is versioned, access controlled and audience targeted.
• Reusing ideas, documents, and expertise -New Ideas and resolution methods are shared as and when they are submitted.
• Communicating important information widely and quickly - All critical information can be shared with targeted audience by click of a button.
Retrieve
CreateSh
are
Utilize
Sych Acquire
Strategy
ProcessM
etrics
Operations
Delivery
Management
Mem
bers
Task
s
Clients
Re-Use
1 Mistake
Robotics
• Decrease in Part Cycle Time - Faster resolution of incidents where there are known workflows to be executed and Perform activities in parallel
• Increased throughput - More number of incidents can be resolved in the same period of time with zero human error.
• Re-Use on any new Project - All handlers are re-usable and can refer to databases, flat files or textual inputs
• Reduce Production Cost - Handlers can work 24/7 repeatedly with precision. They intimate SMEs only a need to basis.
• Less Automation more configuration -Once a workflow is designed for a particular operating procedure, any new applications only need to update the knowledge base. No code changes required.
CHEC
KTR
IAG
EFI
X
DISK SPACE AUTOMATION
getServer getOSgetAppName getCommand
getProcess getApplog runCommand runSsh
sendMail chkSpace fixSpace killProcess
raiseIncident readFile writeFile Report
Last Mile Handlers
writeLog reboot shutDown runQuery
Reference Data from Knowledge Management
Master Inventory
OS Details
Application Details Commands List
Application LogCommunication
Details
Business Rules fromService Delivery
OperatorsRobotics
getApplog getCommand
