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Using IoT data to drive customer satisfaction
When the term Internet of Things (IoT) first gained popularity a decade ago, many futurists looked forward excitedly to the commercial and industrial applications of these always-on, always-connected data sources.
Today, smart homes and internet-enabled personal devices are ubiquitous and commercially successful, but B2B applications haven’t seen the same success. Vast pools of underutilized IoT data are left to grow stale in organizational silos.
It’s little wonder, when one considers the numbers:
Nearly 80 zettabytes?
That’s 80,000,000,000,000,000,000,000. “We’re building IoT systems that take data from all these devices, and this data is classified as alerts,” or active signals, says Dave Wright, ServiceNow’s chief innovation officer. “The challenge then becomes: What do you do with all of these alerts?”
There’s untapped value hidden within these massive data volumes, Wright believes—particularly when IoT data is integrated with a customer service management platform (CSM) using smart workflows. Device data can be analyzed to prioritize service calls, for example, add value to a customer contract, even predict and prevent costly equipment failures.
“With the number of connected assets set to increase dramatically,” — an estimated 41.6 billion devices by 2025, according to research — “it’s important that we start to analyze and understand the business context of any given device,” Wright says. “In the world of connected assets, no one has really focused on this before.”
Read the Full Forbes article to see how SerivceNow’s connected enterprises use smart workflows to analyze IoT data in real time — and deliver measurable ROI in customer service, field engineering and other mission-critical departments.
Read the full article here
News
Sunny Lin Jiang – Consulting Practice Director, ESx
Even since Y2K, Sunny Lin Jiang has been working in the ServiceNow and IT industry, with 20 years’ experience in industries such as Financial Services, Resources & Energy, Mining, Utilities, Telco & High Tech, Consumer Goods & Retail, Public Sector.
Sunny’s previous senior roles include being the HR Transformation Consulting Practice Lead at Accenture and a Principle Partner of Human Capital Consulting at Deloitte. She brings such wealth of experience to Enable Professional Services to guide the Employee Service Experience practice to success.
She is described as a “thought leader, delivering outcomes and focused on people” by her colleagues.
Sunny was recognised as the Most Connected & Sought After People Leader and Career Coach, Youth Mentor, an achievement she is very proud of.
Her experience spans the full spectrum of HR Transformation including:
– HR Strategy
– Operating Model Design & Implementation
– Workforce Strategy & Planning
– Digital HR Transformation
Sunny recently joined Enable to be part of the driving force of Enable’s next chapter of growth. “I wanted to do things that I’ve never done before”. Enable’s vision is creating opportunities for our team and customers to do things they’ve never done before, so it seems like a perfect match.
Sunny is inspired by a book titled: Lenny’s Book of Everything.
“It’s heartbreaking and also very heart-warming.”
On the weekends you will find Sunny catching up with friends, perhaps enjoying a little gardening with her neighbours, reading books or exploring new places with my family.
Follow Sunny on Linkedin – https://www.linkedin.com/in/sunny-lin-jiang/
News
Turn your data into action with IoT investments.
ServiceNow Revolutionises Operations by Connecting IoT Data to Digital Workflows
Connected Operations breaks down data siloes so
enterprises maximize their IoT investments and view the
health of assets in near real-time, across multiple locations
SANTA CLARA, Calif. – October 15, 2020 – ServiceNow (NYSE: NOW), the leading digital workflow company that makes work, work better for people, today introduced Connected Operations, a powerful new solution that bridges IoT data with ServiceNow digital workflows so enterprises can monitor and manage critical infrastructure, get a faster return on their IoT investments, and pursue new business models. With IoT technologies on track to connect 50 billion smart devices this year , IoT data can be transformative, but only if businesses use the data effectively.
By bringing IoT data directly into the Now Platform, organizations can view the health and history of assets in near real-time across multiple locations in a single platform, giving them valuable insights, improving customer satisfaction, and enabling new revenue streams.Digitization continues to transform industries, and organizations must introduce new business models to survive. ServiceNow Connected Operations enables businesses to transform operations, rapidly respond to data and insights, and evolve to a new product‑as‑as‑service model. Any issues that arise automatically trigger an operations incident so that teams can act and triage and resolve issues quickly with Customer Service Management and Field Service Management workflows.
This eliminates tedious maintenance coordination across cross‑functional teams and reduces the chance for an issue to impact the company or its customers. With IoT and operational workflows on a single platform, companies can transform the customer experience and enhance customer satisfaction by enabling new business models.“IoT offers massive potential for enterprises to transform operations, respond to insights in near real-time, and evolve to a product‑as‑as‑service model,” said Jonathan Sparks, vice president of IoT and operations products at ServiceNow. “To date, IoT data often have been stuck in siloed systems. With Connected Operations, companies now can realize the full value of IoT data, action these insights to solve issues before customers even know they’ve happened, and unlock new levels of productivity and growth.”
Read the full press release here
Check out ServiceNow Connected operations page
News
Effective Risk and Compliance Management in Higher Education
In a consistently evolving regulatory and risk environment the one constant remains the ability to respond promptly, appropriately and almost preemptively to these changes. This has fostered a need for deep embedment of risk management and more particularly compliance to regulatory requirements into the corporate culture of all organisations, some more highly regulated than others. The bottom line is that risk management and compliance are no longer perceived burdens but rather form an integral part of doing business in the right way. Efficient and effective risk management practices place organizations at a competitive advantage. It is not sustainable to consistently allocate additional resources to these issues. This is where intelligent, automated, integrated risk management solutions play a key role.
The bottom line is that risk management and Compliance are no longer perceived burdens but rather form an integral part of doing business in the right way.
The financial services industry has experienced the brunt of it through changes in regulation and regulatory frameworks, hefty penalties and fines and commissions of enquiry, with heightened expectations from consumers. Other industries such as higher education have also followed suit under these regulatory pressures and expectations.
Since its establishment in 2011, the Tertiary Education Quality Standards Agency (“TEQSA”) has focused on the protection of students’ interests and in preserving the reputation of the higher education industry. TEQSA’s regulatory approach is a risk-based and standards one to regulation. Its remit in conducting compliance and risk assessments, re-accreditation assessments of courses and in collecting and analyzing information for these assessments has necessitated effective risk and compliance management practices and the flow of qualitative, accessible data to TEQSA.
TEQSA conducts its risk assessments on an annual basis. According to TEQSA these serve as a regulatory tool guiding TEQSA’s priorities and regulatory scoping activities in a risk-reflective manner. And therein lies the opportunity to manage risk preemptively based on the results of the preceding risk assessment conducted.
In order to accommodate higher education practises in a Covid 19 climate, TEQSA has introduced interim relaxations to the standards. Staying on top of these changes in addition to industry-relevant legislative changes can pose a challenge.
The IRM Practice of Enable Professional Services can add value to risk management and compliance practises in the higher education industry.
Enable Professional Services is the most qualified, certified and capable ServiceNow partner in the APJ region. ServiceNow Governance, Risk and Compliance (GRC) helps transform and integrate inefficient GRC processes into an integrated GRC risk program. Through continuous regulatory change alerts, control compliance monitoring, issues and incident management, key risk indicator (KRI) monitoring and automation, and dashboard reporting, ServiceNow GRC delivers a real-time view of compliance and risk levels, improves decision making, and increases GRC performance across organisations.
Related links:
For more TEQSA related information please refer to the TEQSA website: https://www.teqsa.gov.au/
Written by –
Myhendri Govender
LEAD CONSULTANT – GRC
News
Increasing exposure to cyber risks during COVID-19
The alarming spread of COVID-19 worldwide has led to the fastest migration in the history of employees moving their work from formal office environments to home workspaces. While this has helped achieve goals of social distancing and curbing the spread of the pandemic, it has greatly increased the possibility of security and data breaches due to deficiencies in cybersecurity measures. IT departments have been given impossibly short deadlines to cater to the move to remote work, without the opportunity to prepare for this transition. The transition to remote work has been even more challenging in organisations where the IT infrastructure and security teams were operating in silos.
Threat actors have taken advantage of cybersecurity gaps caused by widespread remote work – caused by increased pressure on IT and Security teams, end-users not following security best practices as they perform work on their own devices and exposure of critical company information outside traditional office network boundaries. Phishing, data theft and ransomware attacks have increased in quantity and severity and threat actors have used the fear of the pandemic to design new ways of performing cyber-attacks.
The increasing number and types of cyber-attacks require an automated approach to assessing, triaging and remediating security issues.
The need for improving efficiency and productivity of IT and security teams, so that they could focus on adapting and executing on cybersecurity measures in this new environment, has never been greater. The increasing number and types of cyber-attacks require an automated approach to assessing, triaging and remediating security issues. Also important is to break the barriers between the security and IT teams to ensure that they operate as one cohesive unit to meet the business needs of the larger organisation while minimising exposure to cyber risks.
Are you interested in learning about a platform which could help you optimise your cybersecurity spending and efforts in these special circumstances? Sign up for a Free Business Value Assessment here.
ServiceNow® Security Operations helps organisations connect security and IT teams, respond faster and more efficiently to threats, and get a definitive view of their security posture. It connects the workflow and systems management capabilities of the Now Platform™ with security data from leading vendors to give your teams a single platform for a response that can be shared between security and IT. With orchestration, automation, and better visibility, teams can respond more efficiently, reducing business risk.
The solution provides interdependency views between infrastructure, applications and business services so that IT and Security teams can understand the overall business impact before taking remediation actions.
The less time in-house experts spend on administrative tasks, the more they can spend on creating and implementing comprehensive cybersecurity measures.
Sign up for a Free Business Value Assessment here.
Written by –
GRC PRINCIPAL CONSULTANT
CONNECT ON LINKEDIN
News
How Iot is a major driver of Industry 4.0
As we rapidly approach the end of 2020, we are starting to see the impact of the 4th industrial revolution (or Industry 4.0) on organisations and their operating models. The Industrial Internet of Things is a major driver of Industry 4.0 and research studies show interesting results:
- We are approaching 50 billion connected devices by the end of 2020.
- The global spend on IoT is expected to grow 15% year on year, reaching US$1.1 trillion by 2025.
- The falling cost of the average IoT sensor and data transfer, as well as the pervasive availability of 4G (and now 5G) networks being rolled out, are driving the adoption of IoT driven solutions.
- IoT is a key component of digital transformation and driving new operating models and revenue opportunities.
- IoT solutions and projects are no longer just driven by the technology and by the IT department-specific business outcomes and solutions are driving the adoption of IoT and connected operations. The connected devices and sensors are generating a significant amount of data and alerts; however, this raw data is only useful if it is turned into actionable information.
New developments in sensor hardware and communications technology now provide customers with access to low-cost sensors
New developments in sensor hardware and communications technology now provide customers with access to low-cost sensors using ubiquitous communications technologies such as Bluetooth Low Energy (BLE), Wi-Fi and RFID tags. Furthermore, advances in video processing technology and algorithms provide customers with the ability to leverage video feeds from CCTV and security cameras as part of a connected operations solution.
An example use case of using a video feed is related to occupational health and safety and screening people accessing your business under COVID-19 guidelines. Cameras can analyse the body temperature of individuals or even groups of people and detect anyone with an elevated body temperature. This can raise an alert in real-time to allow for a secondary temperature screening of the individual prior to allowing them access to your location. The same camera technology can also be used to determine the density of people in a specific space and flag areas where social distancing rules are being breached. This can also be used to alert the cleaning staff once a table in a food court environment has been occupied to trigger a cleaning task.
To find out more about how Enable Professional Services can assist you with defining and implementing your IoT strategy please contact us at info@enableps.com .
News
6 steps to effectively prepare for your IoT journey
One key aspect that will determine the success of an IoT based solution is the focus on the business outcome and expected benefits. IoT solutions should not be driven by technology or the plethora of sensors available today. Companies succeeding with IoT projects start with a pilot deployment focused on a very specific use case with clear objectives and defined outcomes. When you are planning to embark on your IoT journey you need to keep 5 key concepts in mind.
- Defining the organisational strategy for IoT adoption and the outcomes you want to achieve.
- Identifying and defining the appropriate use case(s) for short term success.
- Defining the technology architecture – sensor selection, communication architecture, data correlation, storage and security and real-time analytics.
- Implementing a system of action – sensor data will only be useful if you take action based on the data being reported and a system of action will allow you to get the most value of the data collected.
- Operating and maintaining your IoT environment – managing your sensors and the communications infrastructure.
If you are interested in learning more about how you can benefit from our IoT solutions for your organisation or want to discuss how we can help you define your IoT strategy, send an email to info@enableps.com.
Awards
Enable wins the Employer of Choice for 2020
Enable Professional Services has been recognised as an Employer of Choice in The Australian Business Awards 2020. Now in their fifteenth year, The Australian Business Awards (ABA) are an annual all-encompassing awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of comprehensive award categories. The Australian Business Award for Employer of Choice (EOC) recognises organisations that develop workplaces that maximise the full potential of their workforce through established policies and practices which demonstrate effective employee recruitment, engagement and retention.
Rachel Sparkes, Head of People and Culture says the award provides recognition of the organisations ability to turn the idea of a ‘people-first culture’ into a successful reality.
Every decision we make is tied to our vision and our people-first culture. Our people are our business. Just like user-centred design in software development we consult and consider the employee experience when designing all people programs, polices and platforms at Enable.
We also created a north star, ‘The Enable Way’ to be our guiding principles on ‘how we do things around here’. They are the commitments the company has to our Enablers, how we agree to behave with each other and customers, as well as how we all contribute to creating the atmosphere at work.
The Enable Way is part of our everyday vernacular with the vision, mission, and values playing lead roles in on-boarding, internal communications, career development, performance appraisals, leadership development and town halls. Something that has been crucial for our disparate technical workforce across 5 countries and even more important as we moved our entire workforce online within days and continued to deliver 100% virtual ‘people programs’ during COVID-19.
“ Winning this award is a testament to putting people at the heart of everything we do at Enable.”
Entrant organisations are required to demonstrate their achievements across the key areas of Organisational Culture; Leadership & Strategy; Employee Education, Training & Development; Employee Health, Safety & Satisfaction; Performance Management; Recognition & Remuneration.
“Fifty-four organisations have been selected in this year’s ABA Employer of Choice Awards. These organisations have demonstrated adaptability in the workplace by utilising flexible and new ways of working and learning,” said Ms Tara Johnston, Program Director.
“The landscape of the workplace environment has changed rapidly as technology has gained momentum, coinciding with businesses navigating a broad range of interrelated issues from the impact of the current challenges facing the global economy. The ability to work from anywhere, combined with the advances in connectivity tools makes us geographically neutral.
“Leading organisations have begun to implement an entirely new working environment that breaks down communication barriers, positioning organisations to harness the talent within their organisation, transform the employee experience and position businesses to be more resilient,” Ms Johnston added.
Organisational participation includes private companies, public companies, multi-national subsidiaries, non-government organisations, educational institutions, government departments, government agencies, local government and statutory bodies operating in Australia.
For more information on The Australian Business Awards and the 2020 EOC® Winners, visit employerofchoiceawards.com.au