Knowledge-base • 14 Feb 2016

The influence of the Internet of Things on service management

As companies begin to use the Internet of Things (IoT) to keep tabs on equipment performance and remotely diagnose problems, the resulting flood of sensor data presents opportunities to spot trends and predict failures.

According to experts, field engineers and call center agents could shift from providing reactive service to playing a proactive role in equipment maintenance and even product development. But first, organizations need to establish the necessary IoT technology and processes.

The consumer world is driving business

There was a time when businesses were driving the consumer world. Now it’s the opposite. Consumers are typically pioneers for technologies which are picked up by businesses.  

This is also true for IoT. Intelligent Heating systems, lights that can be switched off over the internet, webcams that start recording whenever there is movement in the house… These are examples of things that are more and more part of our everyday lives.  This kind of intelligent technologies is also finding their way into the companies. 

It will be nearly impossible to think of an industry that won’t be affected by it. And this means that software solutions will be required to communicate with sensor data.

Connected cars

IoT-enabled service requires big data strategy

But companies that want to use IoT technology will face some challenges. On the one hand, investments will have to be made in new hardware that is IoT-enabled. On the other hand, they will need also to update their technological platforms. Since sensor data send small but frequent packets of data, a big data strategy will have to be put in place first to figure out what to do with all that information.  
Having a big data platform, that has the right analytical capabilities to enable predictive service maintenance processes will be key to that strategy.

IoT

Solving equipment problems before they occur

Service management operations are traditionally reactive: An immediate problem comes in and a call center agent or field technician tries to resolve it as efficiently as possible. IoT-enabled devices have the potential to transform enterprise service management into a proactive practice by helping organizations predict problems and head them off. 

If you can see something’s happening and get someone to resolve it before a problem occurs, there’s excellent value in that. This is also what we believe at Amista.

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