Tag: Technology

What Processes Does IT Service Management (ITSM) Foster and What Do They Do?
Editor’s note: This is a general overview of what ITSM processes are and what they can bring to a company.

Here at SCS Tech, our ITSM consulting team believes that the less chaos in one’s IT infrastructure, the better. And this belief proves to be right with the fact that establishing stable and efficient IT operations is one of the reasons for companies from all over the world to adopt ITSM processes. But what are these ITSM processes and why else would a company want to adopt them? We will go through that in detail below, but let’s briefly clarify the difference between ITSM and ITIL first.

ITSM is a widespread ideology – a “religion” as some of my colleagues say – of managing IT in an organization by delivering it as a service.

ITIL is the most popular approach to ITSM, a documented set of best practices for running IT within an organization that is built around certain ITIL processes.

ITIL processes are often dubbed “ITSM processes,” so for the sake of convenience, I’ll use the ITSM processes term throughout this article to refer to ITIL processes.

What ITSM processes actually are

SCS Tech team of ITILv3-certified experts applies ITSM processes in their daily work and implements them for our customers according to the following 5 stages:

Service Strategy (SS) is the first and foremost stage. Here, you determine what exactly your IT does, explore what your users/customers need and verify whether the IT service is worth it financially. Broadly speaking, SS contributes to the overall understanding of your IT services. Some of the processes here: Service Portfolio, Financial Management, Business Relationship Management, etc.

Service Description (SD) is the ‘helping hand’ of Service Strategy. It complements strategic findings with a detailed documented description of your services. SD ensures that your IT service delivery will meet the needed requirements, your company will have enough capacity to deliver the services, and these services will be available, secure, etc.

Service Transition (ST) is responsible for the conversion of your services from paper into real action. Apart from that, ST maintains your services as stable and undisturbed as possible, while allowing them to be dynamic by carefully introducing changes. The processes at this stage, for instance, are Change, Release and Knowledge Management.

Service Operation (SO) makes sure your services work, and disruptions get solved promptly. There are 5 main processes that help SO do that:
- Event Management: Monitors how services run. In case of trouble, it notifies you and aims to resolve it.
- Incident Management: Aims at restoring the normal flow of IT processes as soon as possible. If something isn’t working properly, IT guys implement a quick solution, for instance, a reboot.
- Problem Management: Deals with the underlying cause of incidents. If any problem is detected, the IT team analyzes why it appeared and how it can be solved properly, so that no similar incidents occur in the future.
- Request Fulfillment: Tries to take some load off Change Management in ST and deals with low-risk repeated and pre-defined situations. For example, when a newcomer needs a computer installed, an account created, etc.
- Access Management: Deals with accounts and passwords. Since password resets are the most common inquiries within Access Management, this process can enable a company with, say, 600,000 annual password resets to save as much as $1,850,000 per year by automating the fulfillment of such inquiries. And such savings are not uncommon among our ITSM implementation customers.
According to our experience of implementing and supporting ITSM solutions for our customers. Incident Management and Request Fulfillment are the most popular processes of the SO stage.

Continual Service Improvement (CSI) is the last stage aimed at achieving the constant perfection of your services. To do that, your organization needs to monitor IT performance and react to its problem areas.

Thinking Of Going ITSM?

Grasping the theory behind ITSM processes is good, but now is the time for you to turn to SCS Tech and see for a fact what ITSM will bring to your organization!

What ITSM processes bring

Being a very structured approach to IT services, ITSM can bring lots of benefits. But the other side of the coin shouldn’t be neglected too.

The Good

The good side of ITSM processes is that they bring clarity and transparency to your IT structure. But is there something else behind these vague words? Yes, there is. Here is what customers cite as the most prominent outcomes of introducing ITSM in their orgs:
- ITSM processes help IT departments stabilize IT service availability. Armed with clear what-and-how guidelines, IT teams reduce downtime (when disruptions in services occur) and increase service availability.
- The decrease in IT teams’ reaction and resolve time, as well as the increase in overall service availability, improves user/customer satisfaction rate.
- A more effective approach to daily operations and the automation of some of them reduce IT service management costs.
- ITSM processes ensure that IT services are solid as a rock and at the same time aren’t resisting change. Release and Change Management help achieve ‘cautious’ IT dynamics within the enterprise.
The Evil

Although SCS Tech helped them in the end to find solutions to each point in the ‘dark side’ of ITSM, our customers do admit that often there was some resistance in their midst regarding the introduction of ITSM processes. Here are some of the ‘evil things’ about ITSM that caused this resistance:
- Introducing ITSM processes was viewed as ‘too big of a change’ since it required a lot of time and effort. But most importantly, it required a change in their employees’ way of thinking. And so, learning the new workflows was met with considerable resistance. As a compulsory condition for success in such cases, we see not only the need to have the IT personnel change their approach but also the need to educate the company’s management.
- Once our customers decided to adopt ITSM processes, they saw that the processes were actually expensive to introduce.
- At some point, to support ITSM, a company needs to use specific software. Free tools don’t incorporate all ITSM processes and aren’t free to maintain. Mid-level platforms aren’t that expensive but still lack needed functionality. And comprehensive ITSM systems can cost a small fortune. The choice can be overwhelming, but having SCS Tech as an ITSM consultant at their side, our customers managed to easily find a fit solution.
- A company needs to invest in organizing training for staff to teach them the core concepts of ITIL and also may have to additionally organize training for the users of the new ITSM platform.
- Some of the ITSM processes (especially, Change Management) bring the element of ‘bureaucracy’ into the work of IT departments. It happens with practically every complex hierarchical structure and is an aftereffect of the IT process formalization.
The Balance

Despite all the ‘evil’ that ITSM processes can bring, SCS Tech customers are inclined to think that ITSM is on the light side of the force. Obviously, a company needs to invest in changing their IT structure while introducing ITSM processes. But the benefits (the improvement of IT service delivery and reduced IT support costs) will soon outweigh the difficulties of the implementation process.

How SCS Tech introduces ITSM processes

Here is a high-level outline of how SCS Tech ITSM experts usually introduce ITSM processes in our customers’ organizations. Note that this outline does not apply to all cases of introducing ITSM and is subject to change under the specific conditions of a particular customer.

Step 1: We assess the as-is situation.

Step 2: We work out an ITSM introduction strategy.

Step 3: We design a detailed plan.

Step 4: We gradually introduce ST and SO processes (incident – problem – configuration – change – SLA).

Step 5: We check for implementation problems (for example, set up mechanisms for controlling the usage of newly implemented processes so that all the effort isn’t in vain).

Step 6: We continually improve IT service management and start to prepare for going to the next level of ITSM maturity when the customer is ready.

Our ITSM experts think that the key idea here is that no company should try to grasp it all at once. The transformation process has to happen carefully, with one step at a time, achieving specific small-scale goals (reducing operational costs or increasing first-response time). If you have trouble with that, turn to our ITSM consultants to identify your small-scale and forward-looking goals that would be a good place to start your ITSM journey.
April 20, 2022
The 6 Most Important Technologies in Machine Learning
With the sudden technological boom within the IT and development organizations a couple of years ago, both Artificial Intelligence (AI) and Machine Learning have now become the trending careers for a lot of people to follow. With so many businesses coming up and clamouring for the best new talent, today, the industry is experiencing a shortage of skilled and qualified professionals. However, a plethora of tech professionals have rushed to fill in this gap by learning all of the technologies associated with machines learning and AI and adding them to their skillset.

Since this is mainly limited to key learning languages and does not break new ground, most people in these industries are now beginning to realise the importance of looking beyond the learning languages as these will decide the future. There is no simple solution as to which technology to watch out for as things are in a constant state of flux and all the new and old frameworks are constantly evolving.

However, since it has been established that AI is rapidly transforming every sphere of our life (think Siri and the like), there are certain key AI technologies to focus on so that one can take machine learning projects to the next level. Here is an informative list of the six best technologies one can use:-
- Keras: This is an open source software library that focuses on simplifying the creation of deep learning models. Written in Python, it can also be deployed on top of many other AI technologies such as Theano and TensorFlow. It runs optimally on both CPUs and GPUs, plus it is known for its user-friendliness as well as fast prototyping.
- Torch: One of the oldest such technologies released all the way back in 2002, it is a machine learning library that has a variety of algorithms to offer for deep learning. With an open source framework, you will be provided with the best speed and flexibility without having to worry about any complexities getting in the way.
- Caffe: Being one of the more recent options, the best part about Caffe is that it inspires a degree of innovation with an expressive architecture along with the provision of a vibrant community. This machine learning framework primarily focuses on speed, expressiveness and modularity.
- TensorFlow: With the initial release of this open source machine learning framework being 2015, it has been deployed across many different platforms and is easy to use. Created by Google at first, now all the top tech giants such as eBay, Dropbox, Intel and Uber use it extensively. With the help of flowgraphs, one can develop neural networks.
- Theano: This is basically an open source Python library that you can use to fashion various machine learning models. Being one of the oldest libraries, it is regarded as an Industry standard. It simplifies the process of optimizing, defining and assessing mathematical expressions.
- Microsoft Cognitive Toolkit: Initially released about three years back, this is an AI solution that you can use to take your machine learning projects to the next level in every way. Certain studies have revealed that the open source framework can train certain algorithms to function like the human brain.
One has to take note of the fact that building a machine learning application is one thing, but selecting the ideal technology from the many options out there is another ball game altogether. It is anything but a simple task to achieve and evaluating many different options before selecting the final one is a must.

Furthermore, learning how the various machine learning technologies work separately and with each other will be a key component of your decision-making process in totality. Most importantly, it will also play a decisive role in ensuring that you stay ahead of the pack with regard to your contemporaries.
March 15, 2022
GPS Tracking System For Ambulance Services
We feel alert as soon as we hear the word Ambulance! Ambulances are always in pursuit of reaching to patients or carrying them to hospitals with least minimum time. Ambulance services, also called as ‘mini-hospitals’ or ‘mobile-hospitals’, can play a vital part in saving one’s life. In a life-death situation, each second counts for ambulance. As ambulances set out each day and night to serve the patients/victims and get them to nearest medical support, GPS tracking system can assist them with its live tracking and other multiple features, and save many more lives.

Following are some of the important reasons why GPS tracking device is essential for ambulance services-
- Assign the Nearest Ambulance
In case of emergency where each second counts, the time needed to reach the patient for an ambulance should be least. GPS tracking system gives the manager ‘live tracking’ of every ambulance in their fleet. Thus, when the hospital gets a call for emergency ambulance service, the manager can assign an ambulance which is nearest to the location of emergency. The time for ambulance to reach to patient can thus be minimized.
- Assess Driver’s behavior
The admin or the manager can assess the driver’s behavior by the tracking feature, notifications & route history features. The manager can assess if the driver has taken the most optimal route, or if he/she has taken any unauthorized stops, or if the said instruction from authorities were followed or not, and the pattern of their driving can be assessed too. Also, the system can assist to determine the shortest or the most efficient route to reach the destination. This can save a lot of time which can be prove vital in cases of emergency.
- Send Real-time Data to Hospital Authorities
GPS tracking system, when installed on ambulances, gives its live location and the speed at which it is traveling, to the admin or manager from hospital. The hospital can take subsequent necessary measures and be prepared with the required equipment or medicines, by determining the accurate time required for ambulance to reach the hospital.
- Curtail Unnecessary Expenses
GPS tracking system can help drivers in assessing shortest route with its Trip History feature, & thus saving fleet’s fuel expenses. Also the system reminds the managers for upcoming maintenance of vehicle; making sure the vehicle is maintained properly. The GPS tracking system also gives a data of driver’s behavior, rash driving, harsh braking, etc. upon which the authorities can ask the drivers to drive cautiously or take any subsequent actions on it thus avoiding unnecessary maintenance costs.
- Securing the ambulance
The security of ambulance vehicles can be maintained as an alert is sent to the admin in case the vehicle crosses a virtually ‘user-set’ perimeter. Ambulances are equipped with high value & expensive machinery & equipment. Thus, authorities can protect their ambulances and save losses.
- Maintain Recommended Temperature for Drugs or Medicines
The ambulances carry with them life-saving equipment & machines in which even a minor variation in temperature can spoil the medication. Thus it is obligatory to maintain the recommended temperature. The GPS tracking systems have temperature sensors on the devices installed on ambulances that alert the admin through notifications, SMS’s for any temperature variation. Thus, any adverse circumstances can be avoided.
- Multiple Admin Access
In case wherein hospitals operate several ambulance services across various locations, the system can be used by multiple sub-managers assigned by the managers. The tasks of each sub manager can be assigned on the basis of number of ambulances, specific areas, etc.
- SOS & alerts
The GPS tracking system has an SOS button which can be triggered by driver in case of any emergency situations that alerts the admins or authorities. Necessary measures can be taken immediately by the admins by sending immediate help. Also the admins are alerted with many alarms and notifications like Vibration alert, over speed alert, harsh braking alert, etc thus keeping the admin updated instantly for any instance. The whole system can be managed from mobile or laptops. Thus, giving ease-of-use to admin and help them to take important decisions anytime, anywhere.

When it is a matter of ‘life’ & ‘death’, every decision made by the medical authorities counts and so does every second of time. GPS tracking system can play a crucial role in saving one’s life by enabling the authorities to take informed decisions with the help of the right data provided by the system at the right time and optimize emergency response. With more innovations and evolving technology update, GPS tracking system will prove to be an integral part in ambulance service’s success.

We understand the importance of knowing that your vehicle is secure and on your ease to track, that’s why we are providing One Stop Solution for all your safety and tracking problems. To know more about our services contact us on www.scstechindia.com/contact
March 11, 2022
Why Conversational AI and Chatbots are Perfect for Digital Health

Over the last decade, the continued evolution of digital healthcare and the impact that next-generation technology will have on patient wellness and diagnostic outcomes has been a recurring conversation. Providers have been looking to make the most of the tech-centric tools that are increasingly available, while those in need of care or the right advice at the right time now expect the medical sector to be investing in digital solutions to physical problems.

The integration of tech into public health and wellness is nothing new, but the demands of the connected society have only raised awareness of what is possible but also flagged up the opportunities for engagement in the digital space.

Healthcare has never shied away from technology, albeit some recent improvements can be hit-and-miss – electronic health records are only as useful as the data that has been input, for example. However, there is a consensus among providers and medical professionals that the industry is willing to accept some disruption if it has a positive impact on the overall patient experience.

In terms of technology with the power to both disrupt and improve the way that people engage with digital health, there is an argument to be made that conversational AI (which includes Machine Learning) and Natural Language Processing (NLP) can be the missing link. After all, if Alexa et al can answer questions about the weather, start your car in the morning and tell jokes, then there is no reason why virtual assistants can’t provide you with the medical advice that you need, when you need it.

The Chatbot will See You Now

According to the World Economic Forum, virtual assistants – and, by association, chatbots – are not only being used in a diverse set of industries (healthcare, education, retail, tourism, and more), but also offer opportunities for companies to integrate NLP into routine or mundane activities. For instance, Amazon’s Alexa is the chatbot that the average person associates with the tech, but the key element in every interaction is the ability of NLP to understand what it is being asked and respond with the appropriate information.

The problem, the WEF said in a November 2021 blog post, is that building the chatbot is the easy part. Often, it is the conversational aspect that throws a digital spanner into the works. When you are talking to a finance bot or trying to return a pair of shoes, the stilted nature of these exchanges is rarely an issue. In a sector such as healthcare, it is the conversation and the information that is being dispensed that is a key part of how comfortable an end-user is with knowing that they are not engaged with a human being.

In rural parts of the world, the use of so-called health bots has already helped alleviate some of the pressure on localized health providers.

This is not limited to first-world or so-called developed countries, but their integration takes on a particular resonance in regions where access to tech is not easily available. In Rwanda, for example, there is often only one doctor and six healthcare workers per 10,000 people, with the WEF noting that these tools are allowing patients to have access to doctors, nurses, and relevant healthcare information.

The caveat is that there is still some concern that a well-documented stigma surrounding chatbots in general could prevent people from interacting with them in the first place – for the record, this is also not unique to developing countries, there seems to be a global mistrust of chatbots as an accurate or effective engagement tool!

Conversational AI and chatbots are not new per se, but they can suffer from falling under a broad definition of what they actually are. Simply put, a “chatbot” is AI software that simulates a human conversation with end-users – this can be text or voice – with the aim being to leverage machine learning algorithms and NLP to deliver required outcomes.

The healthcare sector has been experimenting with these solutions for some time, with Mobile Health News reporting in May 2020 that a leading healthcare provider was integrating bots into its Emergency Department EHR system. More recently, the World Health Organization launched a women’s health chatbot dedicated to breast cancer messaging – for context, this new digital experience follows hot on the heels of bots that delivered information on COVID-19, mental health and smoking cessation.

So, the bots are already here, but the question that we need to address is how we can use conversational AI and/or chatbots in addressing not only patient concerns but also alleviate the worry or concerns that a person has. Additionally, we should consider both the challenges to overcome and the advantages of using virtual assistants to deliver care and wellness.

The Future is Already Here

We all interact with digital experiences every day of our lives, so it makes perfect sense that the technologies we often use without thinking should be mirrored in the healthcare sector. And while the industry still relies far too much on legacy technology (disparate IT systems, pagers instead of wearables), the integration of digital health solutions is picking up pace.

Conversational AI has been part of the digital landscape for at least five years, although the average person is likely to only know these virtual assistants as Alexa, Siri and Google Assistant (useful tool, unimaginative name). Chatbots fit into the same category, but their integration into the connected society is less heralded and, arguably, overlooked in terms of the access to knowledge and the assistance they can provide.

However, these tools are here to stay and there is a defined need for them to become not only part of the digital health landscape but also a familiar resource for people to turn to. The effective use of chatbots to provide the right medical or clinical information at the right time is not a futuristic concept, these solutions are here now. What matters is how healthcare and life sciences companies choose to use them.

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January 28, 2022