AIoT Framework: Service Operations
Providing efficient and effective service operations will be a key success factor for any AIoT-enabled product or solution. Depending on specific nature of the system, the service operations setup can potentially take very different shapes. For complex, industrial assets, service operations will most likely include direct customer interactions via a call center, as well as on-site maintenance or repair services. For mass-market consumer products, service operations will most likely be highly automated and provide only limited field services, if any. Most Field Service Management (FSM) organizations will be able to greatly benefit from AIoT-enabled features, which are providing real-time access and advanced analytics of asset-related field data, or even support for predictive or preventive maintenance services.
A second dimension of AIoT Service Operations will be what is traditionally referred to as IT Service Management (ITSM). AIoT-ITSM will be responsible for ensuring the design, planning, delivery, operations, and management of all IT services related to the AIoT-enabled system. This means that AIoT-ITSM is not about operating the assets, but rather about enabling the AIoT-features themselves. A well-established standard in the ITSM space is ITIL, the Information Technology Infrastructure Library. Since without AIoT-ITSM an AIoT system can not be operated, it will be looked at first in the following.
Sales
Understanding the digital transformation from a sales perspective is essential for its success. The Digital OEM is presented with many opportunities, which must be properly adopted by the sales organization.
A good example is Seat Heating as a Feature-on-Demand. OEMs are starting to create business cases such as this one, where they will equip the physical asset with certain features as a standard, and then make them available as a subscription service on demand. The extra cost of equipping every asset with the same hardware configuration must be offset by the cost savings for steamlining the product process (it actually costs money to be able to make a feature such as Seat Heating a custom option), plus the average revenue from the subscription services.
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