Due to rapid growth or company acquisitions, large organisations often have a legacy of diverse applications from multiple vendors performing the same function. These can include CRM systems or Finance systems, which may well be automated, but in such a way that they cannot easily be combined to provide the company wide view that is required for the effective operation of the organisation. This can be problematical as operations then run in silos and independently of each other as systems can not be integrated.
One of the main benefits of automation is that it brings standardisation to processes. With intelligent automation the same process is executed the same way every time, and any factors that affect the successful execution of that flow, such as a component failure, are managed. This means that exceptions trigger recovery processes, notifications or both. With Cortex the design of process flows starts with the experts who understand the inputs and desired outcomes, not coders who require specialised development skills.
Cortex is highly effective at automating the entire business service, processes, or just simple tasks. This usually requires the use of Legacy, or best of breed tools that are highly adapted to their purpose. Cortex has a powerful and unique interface framework which supports a pure service oriented architecture, allowing rapid integration or adoption of existing tools into a new landscape. There is no “rip and replace” with Cortex.
One Cortex client has made use of this approach to standardise the delivery of SLA reporting from diverse Service Desk applications. To deliver the best possible service to customers they were looking to provide a consistent, automated and easy to read report of compliance. This would need to cover multiple aspects of the Service Level Agreements, detailing incidents raised, closed, open, trends and custom items. The challenge was that although the Service Desks provided the same information, and provided APIs to extract that information, the data would be labelled differently depending on which application was providing the information. In addition to this the data was returned in different formats, sometimes XML, sometimes JSON.
Through the Cortex Intelligent Automation platform it was possible to design a process which connected to each of the Service Desk systems and extract the relevant information via the API. Once the data was extracted Cortex was able to “normalise” or map the data to ITIL standard definitions for Incident records, eg Incident Priority, Affected Services, Closure Data. Once this was achieved in the process flow it was possible to store all of the data from any Service Desk source using the same terminology. This made the next step of the process simple for Cortex: using that data to create and deliver a report automatically to customers and service managers, ensuring that the right information was delivered in an accurate, consistent and timely fashion.
Using intelligent automation capabilities the organisation was able to realise the benefits of standardisation delivering across both operational visibility and most importantly customer experience and satisfaction.