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Service Management With IoT – The Evolving Landscape and Real-life Implementation Experience

By Jen Harris
21st February 2018

A driverless car automatically reroutes detecting an accident on its way. A doctor receives an alert about a patient having low blood pressure. A farmer receives a notification regarding depleting moisture levels in the soil. A plane sends a message mid-flight for a component to be replaced – the base procures the component from a supplier and is ready in-time for landing.

And a wearable fitness device periodically reminds me to exercise!

As the Internet of Things (IoT) Changes the World around us, it also generates new opportunities in the Service Management space. With the most critical aspects of your business – People, Assets (Devices), Systems and Processes interconnected, the possibilities are endless.

As the number of “things” or “connected devices” predicted to grow around 50 billion by 2020*, it will not be long before the IT organisations will have to plan the next big leap to manage various devices and end-points. The Companies are increasingly becoming more heterogeneous – and at the same time, IT customers now expect a fully monitored, more predictable “smart infrastructure” which can even do preventative maintenance if required – rather than the traditional “break-fix” model of IT operation.

The Smart Devices along with IT Service Management systems can reduce the need of human intervention with automated alerting, diagnostics and run-book capabilities. The Opportunity lies with the always-on, always-available connected devices that will enable the IT systems to take automated decisions based upon real-time information.

And that’s exactly what we have done recently.

The IT Service Management communicates securely with the “intelligent devices” bi-directionally. Let’s examine these real-life scenarios of Incident Management with IoT, which Fusion have implemented:

  1. An Intelligent Device sends an alert to the IT Service Management system when a critical threshold is breached
  2. An Incident Ticket is raised in ITSM pertaining to a particular Intelligent Device

In both these scenarios, the following steps which are automatically performed within the Service Management process:

  • The relevant information about the intelligent device in question, is gathered from the Federated Configuration Management Database (CMDB)
  • The Federated CMDB is a common, centralised repository for the intelligent devices, which gives Service Management an understanding of
  • What these “devices” are
  • Who owns them
  • Where they are physically located
  • and How can they be repaired or examined
  • The system securely executes a set of device-specific diagnostic routines, which include real-time information from the device
  • The system then automatically takes appropriate decisions based upon the results from the intelligent device, to resolve the issue
  • If the issue is resolved, the Incident Ticket is updated and all the parties are notified accordingly. Otherwise, the Incident Ticket is assigned to the specialist with all the relevant information from the device diagnostics, for further investigation

As you can see, the benefits are innumerable – With reliable infrastructure, where problems are diagnosed and automatically resolved even before they manifest. Improved quality of service and automated decision-making, enables IT teams focus on important things, ultimately resulting in cost benefits.

And this is just a start of a long but exciting journey.

Meanwhile, the connected fitness device again reminds me that it’s the time to exercise!

Hrishi Nandedkar
Managing Consultant

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By Jen Harris