ROM 2 Operations : Building Your Support Model

Why do you need a support model?

Digital workers have to contend with uncertainty, in the environment they work in, in the data they consume, and in the applications they use. This means automations need support in order for them to continue to work at their optimum level.  

 

Operational support overview

Throughout this course, you will explore the various components involved in establishing a support model. However, before exploring these components, let's review the roles and responsibilities associated with typical support activities.

 

 

Who are the key stakeholders?

Understanding the roles and responsibilities of key stakeholders is crucial for the successful implementation and maintenance of the support model.

 

 

 the key stakeholders are the IT department, IA Delivery, and Operations. Let's find out more about each stakeholder.

 

 

 

<IA Delivery >

 

Hi, I'm Tariq, a member of the Intelligent Automation Delivery Team. 

 

I play a pivotal role in ensuring the success of our automation initiatives.

 

My expertise lies in defining the appropriate support model for our automated processes, taking into account their criticality and complexity.

 

I am the first line of defense when it comes to triaging reported defects and enhancements. 

 

I possess a deep understanding of the differences between process defects and enhancements, allowing me to effectively communicate these distinctions when issues arise.

 

My ability to triage reported issues is key. 

 

Whether it's a system outage, an application problem, or a deficiency in our Blue Prism platform, I can quickly assess the situation and route it to the appropriate parties for resolution.

 

My keen attention to detail and problem-solving skills ensure that issues are addressed promptly and efficiently, minimizing disruptions to our automation workflows.

 

 

<Operations> 

 

Hi, I'm Mo. 

 

As a member of our Operations team, I am instrumental in ensuring the smooth operation of our processes and systems.

 

My role is multifaceted, starting with identifying the criticality of our processes and agreeing on the appropriate service model for each.

 

I am the gatekeeper of our process integrity, accepting and implementing triage protocols for distinguishing between process defects and product enhancements.

 

My expertise extends beyond process management. 

 

I provide invaluable guidance to our Intelligent Automation Delivery Team, advising them on necessary changes to applications or business logic that may impact our processes.

 

My proactive approach ensures that our processes remain agile and resilient in the face of change, allowing us to adapt swiftly to evolving business needs.

 

Create a Support Policy Agreement

 

1. BAU Support Policy

The BAU support policy should consist of three lines of support. Typically, the Process Controllers will be the first line of support for any process issues. The second line of support will normally be the Process Developers. While the third line of support are Blue Prism Customer Support.

 

First line support: Process Controllers will be contacted about operational queries/issues regarding adherence to processing SLAs, ad-hoc MI reports and so on.

Second line support: Process Developers will undertake more detailed analysis of process issues and implement fixes where required.

Third line support: Blue Prism Customer Support provide the last line of support. This should be invoked in the event of a Blue Prism product issue or a process related issue that cannot be resolved by the Process Developers.

 

2. Operational Support

The operational departments, for whom processes have been automated, should provide support around working business exceptions and identifying process refinements.

 

For operational support, the policy should ensure/define:

• How business exceptions are channeled to the operational department. For example, emails or the use of a workflow tool.

• The operations team will provide subject matter experts (SME's) to define new processes/amendments as required.

• The operational department will act as the owner for the business process alerting the IA team to process changes.

• The contingency plan is well documented in case of any infrastructure failure.

 

3. IT Infrastructure Support

The IT platform will be required to support the Blue Prism processes delivered by the incumbent IT department and align with the corporate strategic platform. The support for this infrastructure should follow standard company practice.

 

For IT infrastructure support, the policy should ensure it:

• Adheres to current corporate strategy, and that the support now relates to digital workers. If a digital worker cannot work, then the contingency plan will be invoked

• Determines if additional or current SLAs need to be reviewed for intelligent automation to ensure they meet the requirements of a digital workforce. For example, if the digital workers work 24/7, these hours may not be covered in existing SLAs

• Determines the support mechanism for getting IT support. What is the current strategy for a human worker? Is it going to be the same for a digital worker?

 

4. Blue Prism Support

Blue Prism Customer Support is committed to building an engaged customer base by providing the best possible Customer Support. SS&C Blue Prism want to ensure customers have successful deployments of their digital workforce using the Blue Prism product.

This Portal provides customers access to additional documentation including Data Sheets, Release notesand Product documentation, Software downloads and knowledge-base articles. Before logging an incident with Blue Prism Customer Support, we recommend you perform some fault finding and investigation to try and reproduce and correct the problem.