Introduction: Managed and professional services provided by Managed Service Provider (MSP) can help many enterprises speed up the digital business transformation and growth. In the process, those MSPs that simply transfer the labor-intensive services from traditional IT infrastructure to cloud platform cannot satisfy the requirements from enterprises. What enterprises welcome is a more efficient, convenient and intelligent provider which was born from the Internet, Cloud Computing and Artificial Intelligence. By choosing the appropriate cloud provider, with which accomplishes the evolution together in the context of technical innovation, enterprise can achieve the real digitization from decision-making to implementation, and from business to technology.
Zhuyun Technologies has been always adhering to the business philosophy of "Providing clients with the most professional services by using the latest technologies in IT service areas", keeping pace with time and making innovation with pioneering spirit. Zhuyun Technologies has also devoted to helping small and medium sized enterprises realize the transformation. Through the technical innovation, Internet and Cloud Computing as well as Artificial Intelligence, IT services can be more economical and convenient, so that everyone and every family can afford accordingly. Zhuyun Technologies IT services capability has always been in the leading position, which includes:
Connect products and services via AI to achieve the standardization of service portal.
Set up C2S (Client to Service) mode through labelled clients demand and engineers skills to realize the standardization of service scheduling.
Possess PAAS+SAAS and relevant technical integration capability in addition to the IAAS service capability.
AI becomes the advisor for CIOs, helping CIOs expand the cognitive boundary and enhance decision-making ability so as to improve the entire enterprise's technical capability.
Traditional IT services mainly rely on the people-centered mode, for example, a salesperson supported by an IT architect provides services for enterprises. This "One to One" mode has obvious shortcomings:
As service demand increases, the cost of labor will rise significantly.
Human cognition has its boundary, and this limitation will affect the efficiency and quality of the service.
In a recent seminar, Gartner analyst David Cappuccio mentioned "With the development of IT, new trends are emerging and basic infrastructure and operation & maintenance will create new jobs. First, the IT cloud agent who will be responsible for monitoring and managing multiple cloud service providers, followed by IoT (Internet of Things) architect, in addition, an integration expert (will develop into a team) to ensure new projects integration, such as Cloud Computing, Edge Computing and IoT, etc." Such integration experts not only need strong knowledge system, but also the unbounded cognitive ability to solve a variety of problems. The key issue, however, is that not all enterprises can afford such powerful experts.
Zhuyun Technologies proposes to replace "people" by "Artificial Intelligence" to implement IT services. Portable devices (tablets or smartphones) with Artificial Intelligence application can provide a unified and standard portal, which connects people, product, technology and service via the Internet. This transition from "people" to "Artificial Intelligence" enables enterprise clients to acquire IT services directly from tablets or smartphones. The standard portal simplifies the process to schedule IT services, helping enterprise clients use the Cloud Computing in a more convenient, cost-effective and accessible way. Meanwhile, the Managed Service Provider (MSP) can respond clients demand rapidly and accurately. On the other hand, the services can be scaled up and industrialized by the standard portal so as to help enterprises significantly reduce the personnel cost.
Zhuyun Technologies has aggregated rich expertise and experience over the past four years in the cloud service field, and launched one-stop cloud service brand – CloudCare. CloudCare can realize the highly efficient cloudification and coordination from client service demand to diagnosis and personnel matching. By leveraging the 5 cloud toolkits (Software as a Service) + cloud kitchen (Service as a Software), cloud toolkits, people and skills can be efficiently matched through the intelligent platform and I/O can be accomplished by AI devices, which enables Zhuyun Technologies services into a "Service Cloud", as shown in Figure 1.
Figure 1. Artificial Intelligence connects products and services
At present, the "One to One" IT service mode leads to a waste of resources and it is hard to find the right person in minutes. Zhuyun Technologies has established C2S mode from persona-> capacity matching->dedicated engineer to achieve standardization of service scheduling and satisfy the diversified and specialized service demand, as shown in Figure 2.
Figure 2. C2S Mode
The clients demand is collected from tablets and smartphones, and then divided into several labels to accurately match the backend people and machines, which forms into multiple workflows. These workflows can be carried out by people or AI.
Big Service Team (BST) of Zhuyun Technologies is like a large resource pool, among which are development engineers, operation and maintenance engineers, senior cloud architects and technologists. Each technologist has corresponding skills labels, such as Linux troubleshooting, network VPC, safety implementation and so on. In addition, every skill label of the engineer is given an indicator that varies according to the number of events solved and the service time period as well as the feedback from the clients. With these indicators, on one hand, the client can find the right person in minutes. On the other hand, these indicators are valuable references to quantify the performance of service engineers and realize their self-improvement.
After labelling the clients demand, we will carry out weight calculating and machine learning according to multiple influencing factors, and use the scheduling algorithm to match the most qualified service engineer. The influencing factors include:
The number of events that the service engineer is processing (whether the engineer is available to respond).
Historical service records of the engineer.
Regional advantages of the service engineer.
Skills Indicators of the service engineer.
Through sample training and machine learning, the more cases we have served and the more data we have accumulated, the matching result will be more accurate. In such a new scheduling mode, the response time of an event can be shortened from 24 hours to 15 minutes or less.
In Gartner's report:"You should expect that a high-quality MSP for an IaaS+PaaS provider should be able to manage not
just the infrastructure, but also all of the commonly used PaaS functionality, and also be capable of supporting the
provider's native management solutions."
In addition to its high quality IaaS service capabilities, Zhuyun technologies also has strong integration and development capabilities of PaaS, SaaS and related technologies. It provides Internet solutions, ITSM modernization solutions, Cloud Computing infrastructure solutions and so on. Zhuyun Technologies can help the enterprises integrate PaaS services based on clients business needs and system features, so that the clients do not need to build their log services, cache services and other applications on IaaS layer of the cloud host. By directly calling PaaS services, the client can reinforce the high availability of application systems, improve system robustness and reduce the cost of self-maintenance, thus the cloud services can be fully utilized. According to the clients industry nature and business features, Zhuyun Technologies can develop and transform SaaS of the clients application system or integrate the existing SaaS solution to build an exclusive Enterprise Cloud through the integration of IaaS + PaaS + Saas.
In March of 2017, Zhuyun Technologies helped build a data-driven business model for a shopping mall. As a client of Zhuyun Technologies, the CIO of the shopping mall wished to build new digital retail scenarios based on Cloud Computing. With the help of the Artificial Intelligence platform, Zhuyun technologies analyzed the client's demand, through the scheduling algorithm, matched the corresponding experts, including business architects, cloud architects, project management engineers, front-end and back-end development engineers, and finally set up a dedicated service team. Within three months, via the integration and development of IaaS, PaaS and SaaS, Zhuyun Technologies helped build a new business model based on Alibaba Cloud, which improved revenue by 10%, as shown in Figure 3.
Figure 3. The data-driven business model for a shopping mall
The Artificial Intelligence Prof.Wang developed by Zhuyun Technologies has a powerful knowledge system. Through continuous learning from tremendous service cases, Prof.Wang dynamically updates and enriches knowledge system so as to provide professional and comprehensive cloud service. At the same time, Prof.Wang automatically collects user information in the backstage including user’s industry, knowledge background, search records, historical events and so on. Prof.Wang will analyze the user’s reading habits and preferences, predict the contents that the user might be interested in and push the corresponding information. With the powerful knowledge system and intelligent content delivery service, Prof.Wang enables decision-makers, such as the CIO to keep up with cutting-edge technology, expand cognitive boundary and enhance decision-making ability so as to strengthen the technical capacity and bring long-term and sustained value for enterprises.
Today Zhuyun Technologies is more than just an IT service provider, an information management service provider or an intelligent business provider. In the era of Cloud Computing, Artificial Intelligence will emancipate human's vision, hearing, and even brain power. Human beings shall embrace the innovation and seize the opportunity.
The future IT services will certainly be "Network"-based without boundary. Zhuyun Technologies is committed to being the largest IT service platform for all sizes of enterprises. By working with other IT service providers, Zhuyun Technologies can integrate all kinds of services into our super intelligent network, ushering in a new era of intelligent operation and maintenance.
Source: Zhuyun
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