Best Service Practices for the Best-Run Business. WINCOR NIXDORF eservices PLATFORM A NEW QUALITY OF SERVICE

Transcription

1 Best Service Practices for the Best-Run Business WINCOR NIXDORF eservices PLATFORM A NEW QUALITY OF SERVICE

2 The digital foundation for highly-available business processes In order to ensure that your business processes run smoothly, we have optimized our service even more with the development of the Wincor Nixdorf eservices Platform. It should be seen as an overall concept for electronically-aided service processing. All the tools, technologies and instances that support service are pooled and linked to create a stable information technology infrastructure. This pooling of technology and intelligence on a globally standardized platform ensures seamless electronic control of our services. People, processes and ICT (information and communication technologies) are thus combined and harmonized effectively. That increases speed and cost-effectiveness in the service delivery process chain and thus heralds a new era of quality in support for information technology infrastructures and self-service environments at banks and retail companies. Our customers benefit from the even greater speed, flexibility and reliability of our services. In addition, the platform gives you the option of interacting directly to initiate and control services. 2

3 Wincor Nixdorf and its eservices Platform thus lay a crucial foundation for the high availability, quality and performance of your business processes. This platform is also a cutting-edge basis for the effective management of our Product Related Services, our wide range of Global Managed Services and the support of Outsourcing projects. Discover the benefits of this service innovation! Here s what you ll discover: Business process-oriented services a precondition for high availability: the future of service from the perspective of processes. Page 4 Electronic intelligence for the portfolio: automation across the entire range of services. Page 6 Integration the key to maximum quality of service: the digital synthesis of data, processes and applications. Page 8 The eservices Portal the gateway to Wincor Nixdorf s world of services: simple and personalizable access. Page 10 Talking devices service intelligence from the start: moving toward new dimensions in service. Page 12 Good reasons for being connected to the eservices Platform: all the advantages for your business. Page 14 3

4 Business process-oriented services a precondition for high availability Product- and technology-centric service approaches are yesterday s news. The service of today and tomorrow requires a business process perspective. This process orientation also guides the electronic synthesis of the elements that make up the Wincor Nixdorf eservices Platform. One-to-many is the motto here: centrally developed and provided tools, technologies and resources that undergo continual further development benefit customers all over the world through our global network of subsidiaries. Central provision and control for local use on a consistent platform The eservices Platform is defined for our customers as a centrally provided and maintained infrastructure of information and communication systems, applications and services that support service. The closer the platform is directly linked electronically to equipment, applications and business processes of our customers, the more significant are the economic and qualitative advantages from leveraging these synergies. In the process, information from customers and their systems flows directly into service management. It initiates automated service processes on the eservices Platform and controls handling of them in accordance with clearly defined service level agreements: every call, event or request undergoes methodical processing and is integrated in end-to-end service processes. These are controlled by a mature business process management system. Powerful ICT infrastructures boost the pace of service delivery. They speed up processes, support people and organizations and thus form the foundation for efficient management of your own and third-party products. State-of-the-art portal technology simplifies access to the electronic machinery of interacting processes and applications on the eservices Platform: a real-time view of data, processes and functions at the touch of a button is the maxim. 4

5 The Wincor Nixdorf eservices Platform increases the pace of service processes to real-time speed: you benefit from faster detection, analysis and rectification of problems.... minimizes risks thanks to globally-standardized IT service management: you have greater security that your business processes will run smoothly and are always available around the clock and anywhere in the Wincor Nixdorf world.... cuts costs through process automation and leveraging of synergies: you increase the availability of your system landscape, save costs and work, and yet obtain a higher quality of service.... enables precise control of IT assets and creates real-time transparency on the availability and status of systems: you obtain the latest insights and powerful information to help you in decision-making. The Wincor Nixdorf eservices Platform integrates and networks people, processes and ICT infrastructures into a powerful synthesis to enable electronic handling of service processes and delivery of our service portfolio to customers all over the world. 5

6 Electronic intelligence for the portfolio The digital power on the eservices Platform means greater availability, security and stability in the sensitive ICT structures of banks and retailers. It promotes proactive action and establishes a new dimension of speed, flexibility and cost-effectiveness in service from the call to controlling. Whether your employees contact us by phone or mail, whether they send their questions and requests via the eservices Portal or whether integrated product intelligence initiates automatic service processes: the eservices Platform generates digital efficiency that far surpasses the performance of conventional service structures and processes. There is room for all our services on the eservices Platform With its technological and methodological power, the eservices Platform proves to be an innovative end-to-end concept that supports traditional basic services as well as sophisticated Global Managed Services and Outsourcing services. 6

7 The new dimension in quality and efficiency of service is based on the intelligence of electronic processes, products and technologies that support our entire service portfolio. Electronic integration and process automation replace the division of labor and manual work. The result is more powerful and cost-effective services throughout the application world of Wincor Nixdorf. Whatever service you need: a set of rules built on electronic intelligence and many years of industry experience ensures that the key information for ensuring rapid and reliable handling of your service process is filtered systematically out of the large number of events, calls and service orders that are received every day. Services supported on the eservices Platform: Outsourcing Business Process Outsourcing ICT Outsourcing Global Managed Services Managed SST Services Managed POS Services Managed Desktop Services Managed Server Services Managed Network & Communication Services Managed Security Services Managed Application Services Managed Transaction Services Managed Cash Cycle Services Managed Logistics Services Product Related Services Migration & Integration Services Rollout Services Procurement Services IMAC/R Services Help Desk Services End User Help Desk Services On-site Services Remote Services Logistics & Repair Services Consumables Sales 7

8 Integration the key to maximum quality of service The synthesis of a wide range of different applications and services creates the power and performance of end-to-end service processes on the eservices Platform. Integration increases their speed and automation improves their efficiency. Service desks that have been designed as a single point of contact and are supported by central ICT resources control the flow of queries, orders and messages to the electronic machinery on the eservices Platform. Automatic system messages are received via interfaces that can be used to dock customer systems and complete infrastructures to the eservices Platform: the basis for powerful remote support that enables our specialists to monitor your systems and equipment remotely and ensure through proactive services that problems are detected right away and are resolved before they have a negative impact. 8

9 When things click, the result is greater speed and transparency Innovative software solutions for fault and problem management steer all requests and orders to a process chain that ensures they are handled quickly. The integration on the eservices Platform gives employees direct access to the information they need. It merges processes across the application boundaries, permits views of stocks and availabilities, and transfers data on orders of materials and spare parts directly to the logistics management system. Access to information on human resources and expertise also creates the foundation for targeted control of on-site services. The gap to the eservices Platform is bridged by cutting-edge mobile technology that provides technical field service staff with access to all the information they require, anytime, anywhere. Another striking feature of integration on the eservices Platform is the direct incorporation of accounting and reporting in operational service processes. On the eservices Platform, all the data required for these processes flows purposefully and under workflow control to the connected accounting and controlling systems. It is aggregated, edited and converted into business intelligence in the data warehouse, and becomes the foundation for continuous improvement and further development. - The Wincor Nixdorf eservices Platform links applications, processes and organizations on the basis of powerful ICT infrastructures to create an electronic synthesis. Innovative portal technology provides access to the platform. 9

10 The eservices Portal the gateway to Wincor Nixdorf s world of services State-of-the-art portal technology provides access to the eservices Platform: the eservices Portal acts as an electronic doorway to applications, processes and services. The portal offers real-time views of service-related data and acts as a digital hub for initiating and tracking service orders. Whether customers, service partners or employees of the Wincor Nixdorf service organization: everyone obtains the information they need from the eservices Portal in line with their roles and tasks, and quickly and easily with a user-friendly front-end. 10 For our customers: information and initiation Our customers can use the portal at all times to find information about the current operating status of their systems, equipment and infrastructures, view performance data, and gain a picture of system statuses and availabilities. If something gets out of hand, traffic light functions indicate where measures are required to prevent or to rectify a problem rapidly.

11 But the eservices Portal has much more to offer you! You can initiate service orders yourself and then view their processing status for example relating to software or updates that need to be loaded. Automation makes a crucial contribution to ensuring that all the related processes are performed simply and without time-consuming, costly manual work. And that s not all: greater speed in the process chain is accompanied by more security and transparency, since you can see at all times who has initiated and implemented what and when... You can use the portal to Query system statuses Check performance data Track and trace service orders Call status information For our service staff: checking and control From another perspective, yet with the same degree of convenience, our own service staff uses the portal to obtain a wide range of different views of their systems and infrastructures. They can check the performance of systems and infrastructures and, if problems arise, respond immediately by activating the services required all using the same interface and the single sign-on principle. Initiate software distribution and updates Retrieve asset information The Wincor Nixdorf eservices Portal 11

12 Talking devices service intelligence from the start Further development and continual optimization are the digital heartbeats of the eservices Platform and drive it forward. The aim is an end-to-end service concept that covers the entire lifecycle of a product. Prod 12 uct CIM Serv icea bilit y e pris t nter IT E gemen a Man es rvic ese orm f Plat es rvic ese sses e Proc e rvic ese tal Por s Service concept for the entire lifecycle: the Wincor Nixdorf End-to-End Serviceability Model Port folio Cus tom er

13 Service begins early: in the minds of our developers The idea behind the concept of the Wincor Nixdorf end-to-end serviceability model is as simple as it is evolutionary: service begins in the minds of our developers. Initial visions of the features of new products are already linked with serviceability requirements in this phase. The result is products that are able to speak for themselves: talking devices expresses a strategy in which we enable products to issue status messages themselves, answer questions by providing identity-related data as required, and if the need arises to report problems automatically. In this way, the end-to-end serviceability model from Wincor Nixdorf links existing tools, methods and processes with a service intelligence for which the foundation is laid as early as the development stage. That makes us the pacesetter and forerunner for a new service concept. Intelligent agents... Talking devices use rule-based software agents that recognize unusual or abnormal events within products, identify them as urgent and important, and report them actively and right away. But more than this, they can take action directly when they recognize it as necessary, and automatically initiate measures to rectify problems. As a result, they set a new standard of serviceability and efficiency in IT enterprise management. For exchanging information between products and the service management tools on the eservices Platform, we use the Common Information Model (CIM), a consistent interface that is an international standard for managing ICT systems. By the eservices Platform supported systems and the operating systems Self-Service Terminals POS Systems Reverse Vending Machines Lottery Systems Servers, PCs, Notebooks, PDAs Networks Printers and other Peripherals Windows XP Windows 2000 Windows NT Unix (AIX / HP UX / Solaris) Windows Server 2000/2003 Linux (Red Hat / Suse / Debian) 13

14 Good reasons for being connected to the eservices Platform The Wincor Nixdorf eservices Platform is the nerve center of our service management system. Workflows automate processes, while integration and networking control them. Communication without any media discontinuities supplies all the internal and external parties in the process chain with the information they require. You can find good arguments for linking your systems and infrastructures to the eservices Platform here: What the platform offers Your benefits Consistent service processes Global standardization enhances the quality of service Integration and networking Better service efficiency thanks to seamless linking of customer systems and service processes Automation Greater cost-effectiveness and speed throughout the service delivery process chain More transparency Real-time access to information on system statuses and performance data Electronic service initiation Simple initiation of service orders, status tracking and direct ordering of spare parts and consumables via Web-based channels Remote support Increase in business process availability as a result of remote monitoring and control of customer systems and self-service environments 14

15 Proactive analyses Evaluation of information from customer systems to enable prompt detection of potential disrupting factors and sources of errors, and initiation of preventive measures once thresholds are reached Mobile provision of information Increase in the effectiveness and quality of callouts thanks to provision of the required servicerelated information via mobile technologies Innovation Customers benefit from further developments and innovations in process management and have more freedom to focus on their own core tasks Checking of IT assets On-demand access to up-to-date information on locations and the distribution of IT assets, their features and duration of use Security Ensuring a high standard of security in electronic communication through the use of the latest security tools and controlled and certified methods and guidelines 15

16 Published by Wincor Nixdorf International GmbH Heinz-Nixdorf-Ring Paderborn Germany Phone: +49 (0) Fax: +49 (0) Wincor Nixdorf All rights, including rights created by patent grant or registration of a utility model or design, are reserved. Order no. R30239-J-Z , t Printed in Germany, Januar 2007