This was our last Ask Me Anything session as part of our Rom Essentials program. We've now compiled the key questions and answers all in one place here - but if you want to read the original thread here's a link: June 24th Ask Me Anything: Service Model
Besides the general SLAs on resolution and response time for the RPA platform, many COEs also set SLAs for individual processes, such as completion time, processing speed, exception rate, etc. This information helps them schedule tasks and allocate digital workers to improve the utilization of the digital workforce. JY
We can break Hypercare into three phases i.e., monitoring initial results, measuring performance and agreeing on full deployment. The role play of the lead developer and developer is the key in the first phase to monitor the initial results as they must verify and validate each case results and perform fixes if any issues arise. The process controller plays an important role in the second phase through monitoring, control and measuring performance. They would publish management information reports on performance and work on the BAU support policy. This will help to lay clear expectation on engagement & service model required to support operational processes.
We have observed that hyper care periods sometimes go on for months with change requests getting added as fixes delaying the full implementation with both the development team and the process controller being pulled into it. Ideally, Hypercare should run only for 2 to 3 weeks based on the frequency of your process. In case it goes on for long then it is recommended that you revisit your design and methodology. It is important that the roles and responsibilities across phases is clearly defined and followed for a seamless project deployment into production. RK
How do you start? What is the best method for setting up the team and finding the right people?
This starts with ensuring there is an Executive Sponsor for the RPA programme, an executive that is the champion and is ultimately the driving force for the RPA journey in an organization.
Without an Executive Sponsorship the CoE team may struggle to define the RPA vision; that must be aligned to the company vision and therefore ….
Once there is an Executive Sponsor in place the rest of the team can be formed.
In the initial set up of the team the following roles are essential –
Building a new CoE can be overwhelming in the early days and equally as overwhelming when you are looking to grow the team to prepare for scale. This is where Blue Prism and/or your chosen partner are here to guide and mentor you through this process. Using the industry expertise your Blue Prism team will work with you to define what your CoE should look like to best support your Intelligent Automation journey at every stage.
Indeed, your early CoE model may include resources from a partner. This can be a particularly powerful approach as partners can enable you to start faster while also developing the skills of internal resources. These external team members are often engaged to help build the process pipeline and/or build and run the initial processes.
It is absolutely possible to build a CoE without third-party support, but it is often not the quickest approach. The key is to make sure that there is a clear plan to identify, train and mentor internal team members to ensure the organisation has a solid base of expertise in-house over time.
Whilst there are many roles listed as recommended in the ROM, these are not all necessary in the early days of your CoE. It is quite possible for multiple functions and responsibilities to initially be covered in the core team roles.
The core CoE roles are Head of RPA, Developer and Process Analyst. There is a full list of skills required for these roles on the Blue Prism Portal – Skills and Responsibilities .This will help you define the right people for the roles.There are no limits to which departments you can interact with as a team, you can automate in any department that engages with you. Business areas such as Back Office/Admin and Finance are a great place to start.
We hope our answers help you better understand around Service Model:
Thank you all for the questions, and to our experts for giving up their time to answer them on the Community.If you have any further questions on the topic - please post on our Robotic Operating Model (ROM) Community where community members will be ready to help you answer your queries.Many thanks.
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