Guest
Chaitanya Vaidya
Software Developer
Hosted By
Nagesh Nama
CEO, xLM
Transcript
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welcome to continuous TV where we
transform Life Sciences with Dialogue on
AI and GXP today's episode is focused
onm service Management in
GXP your host is nagesh Nama CEO at xlm
the guest is chitan
viya hello everyone welcome back to
continous TV episode number six this
episode's focus is on our new manage
service continuous pan where we will
dive into the world of service
management for GXP this platform can
support all your departments and teams
ranging from facilities and utility all
the way up to it every single process
within a life science company whether
GXP or not is supported by continuous
s imagine a world where every process
whether GXP compliant or not is managed
through an intelligent platform that not
only adheres to strict regulations but
also optimizes efficiency with Cutting
Edge AI continuous SM powered by
atashian is not just a tool it's a
revolution in how life science companies
can manage their operations now let's
move on to Features count smm isn't just
about managing assets or handling
requests it's about transforming that
with AI driven work agents automated
workflows and realtime Incident
Management this platform measures sorry
shows that no Detail no matter how small
is overload let's take asset management
for example gone on the days of
cumbersome databases and manual tracking
continuous SM offers a flexible open
data structure that not only tracks
asset like Cycles but also predicts the
Imp impact of changes helping teams to
mitigate risks before they become issues
if you are managing GXP asset then its
validation state is reflected in real
time also autodiscovery helps to autop
populate your it assets and organize
them in a cmdb coming to AI the platform
includes an AI powered virtual agent
just as an example that provides
conversational support right within a
communication tool like slack or teams
it's about automating the mundane to
focus on what truly matters Innovation
and problem
solving with features like Dynamic forms
that adapt to user needs and the robust
apis for seamless integration with other
platforms it's clear that continuous SM
is designed to evolve alongside your
business continuous s SM like all of our
manage services are delivered as a
continuously validated app with built-in
best practices and accompanying
validation document stack you can go
live in a in a day I'm not joking if you
want to customize workflows we can have
you up and running within a
week if you are part of a life science
company and your not thinking about how
to improve your service management
process you might be missing out on a
critical piece of the puzzle continuous
SM isn't just another platform it's a
pathway to transformation ensuring comp
enhancing efficiency and most important
allowing you to focus on what you do
best driving your
business thank
you hello this is nagesh na um thanks
for joining joining the segment two of
our episode number six we are talking
about continuous
SM uh this part of the podcast will uh
I'll be having a nice chat with uh
chananya viya and who is my guest and
the concept here is that we will have
Micro demos itm is a extremely feature
platform it's got too many features to
finish it off in one podcast but our
idea is to give you a taste of how
powerful itm is use by showing you some
micro demos what I call Micro demos very
small demos just to get so that you get
a flavor for what itm is all about it
comes prepackaged with all the best
practices built in the workflows the
metadata reports kpis everything built
in so that you can be up and running
very fast so chananya thank you for
joining me today can you please
introduce yourself yeah uh thank you n
for leing me this opportunity I Aman
working as a
sof thanks CH C you very familiar with
xlm I know uh you very familiar with all
the different products that we have
including ipsm which is continuous SM
yeah and uh uh the idea here is to share
your knowledge uh by
demoing uh some of the key features of
exam so let's start with audit Trail so
can you please uh show me how audit
Trail Works in continous
s sharing is
free so audit is a key part of every
ticket type and the ticket has detailed
audit Trails of every action that's
taken uh uh that's taken on the ticket
will be part of the audit Trail right CH
yep is my friend
yep uh Chan can we just scroll up please
yep so yeah let's go to the tabs there
under activity and that is the audit
Trail section correct yes yes audit
Trail yeah and all has all the
activities right every transaction is
there right including comments including
comments yeah that's very nice you know
including comments we can see the
granted edit access to the page also we
can see the uh
theet in progress to Res resolve Clos uh
who is the assign how it transition
follow the waiting for approval to
waiting for support uh who approved the
ticket that is also very important thing
so as we say as we can see the GES Taja
has approved the ticket uh another thing
when the ticket is raised uh it is
initially it is UN Ascend so uh you can
see the Chan the Ascend this ticket to
the G
for and then it uh approv by the G and
we can show we can see the progress of
the ticket from waiting for approval to
support and it is got uh it is the
sending chain from
the including the comments and uh
the another thing is from in progress to
resolve resolve to close all the work
flows all the stages of the work flows
are included in the so the bottom line
right everything that's happening the
state
changes uh who did it what did they do
the time stamps uh the comments they
entered and if we have turned on E
signature the electronic signature audit
Trail everything should be here under
the ticket right so in effect every
action that's performed on the ticket is
shown here to meet part compliance
correct yeah yeah yeah for the part
compliance audit is very much important
right correct and also you have
different filters right like if I go to
comments you know I can only see
comments correct yeah yeah you can also
see comments history workflow approvals
but uh in all uh if you select all
options uh we can see the transition of
the including comments as well here we
can see comments
yeah so um can we just
show me how the portal Works how does a
internal portal look like yeah
yeah so this is a sample XM helpbest
portal right yep absolutely so uh
customer can raise uh service ticket
request uh from be internal or an
external customer we can
always for external customer we can use
the customer support and for the
internal purpose we can uh choose
options like Work Management internal
application support
access all this is sorry all this is
customizable correct we can create a
portal for different departments or
different teams and each one can get
their own portal right and their own
request types yeah yeah so yeah yeah
abolutely and also another feature of
this portal is we can uh make the
changes for this portal as for the
customer requirement so
uh for example we can change the logo uh
we can change the logo we can make the
announcement change the color we can
make the uh changes according to the
customer so yeah yep yep can you just
open up one of the request please yes
yes yes absolutely so uh this is the
insurent ticket uh if I report so let's
say for example if your teams it is not
working so what you will do you will
simply go into the internal application
support report application you will
select this you will select this option
and you will enter the
metadata enter the metadata here like
summary description priority seity also
if you are uh if you have some photo
related to this incident you can also uh
your photo here a screenshot right like
a screenshot absolutely screenshot and
also uh it is integrated to the article
from the Cy if back here for example
ring R
so right so all the KB articles uh
related to the Windows update or how to
connect headphones to the Windows PC all
the KB articles comes here so that you
know for the common issues uh you can uh
you can directly resolve by uh the
reference of this KB articles without
Conta
any got it got it and this KB U the KB
articles should be assembled uh by the
IT department or who is responsible for
providing the support right yes yes yes
for the common issues uh you know we can
make use of this KB
articles Department got it so let's uh
we talked about the portal right we
talked about the audit Trail you know
let's just quickly can you quickly show
me how the workflow designer works you
know how easy it is to create create
custom
workflows yep so uh as you can see here
uh when you raise the ticket if we uh
the ticket initially is in the waiting
for approval state so uh as you can see
here create issue waiting for approval
when the ticket is approved by approval
it initially uh goes into the uh waiting
for support
State uh and uh when the resolve
start it's working on the ticket it goes
into the uh work in progress but uh your
question must be what is the use of this
cancel what is the what is the use of
this cancel but with the use of this
cancel is if uh if we enter the wrong
metadata uh in the ticket while while
reing the ticket it does not when it
does not make any sense so uh what
approval approval we do approver cancels
the ticket
directly yeah and bottom line right
there are these are states and actions
correct so um it is uh we can design a
very simple workflow or we can design a
complex workflow using the canvas here
and also we can automate also correct
because we can perform some automated
functions we can also integrate with
external applications correct using the
workflow designer yeah also another
thing uh we can also configure or edit
the workflow or make the changes in a
workflow as the customer requir them as
well and also the workflow itself is U
audit Trail meaning the versions are
maintained uh within uh within
continuous because when you change the
configuration it keeps track of the
older versions of the workflow as well
correct yes yes yes absolutely very nice
it looks very easy to use and it's very
powerful it's very powerful right if if
the issue get resolved it gets into the
resolve
workflow yeah yep and we can also send
emails and you know some notifications
based on state changes correct yeah
adding to that you know when the ticket
is got resoled so uh the
whoever the the email goes to the
customer who raise the ticket like his
or her issue is got resoled after the
resolation got it got it um can you
switch back to the portal and also you
the customer gets information on the
ticket right can we just show that you
know if you go to my tickets you can see
all the um the way it works right yeah
right there you go this yeah okay yeah
it'll show up here right uh all the
raised by you it it'll come here and can
you open one ticket here please can you
just open an existing ticket
absolutely and you do that see if this
is on the customer side you'll see the
description you can also communicate
with the help desk here correct and also
you can you can see what's going on when
the help desk is working on it you can
see the state changes any comment
everything can be seen by the customer
correct yeah yeah yeah which is very
useful for the for the customer to see
what's going on and yeah we can also
easily understand what's going on
exactly right exactly the the setup is
very simple and clean uh the interface
is very clean SS very good let's uh move
to assets uh let's give them a based of
how asset management works
yeah so I'm seeing uh the asset database
right I'm seeing the schemas correct I'm
see the different schemas that are
designed yeah yeah we can uh we can have
the information about the software
Services uh it assets right we can uh we
can keep a track of it assets also we
have the information about all the
employees so laptop software Services
also the monitors as well and the bottom
line is in this case I'm seeing the
schemas like AWS customer portal ID
asset yeah we can create any number of
schemas using the schema Builder correct
yeah yeah we can create in schema also
so these are the assets like these are
the laptops correct yeah yeah these are
the laptops also we can see here can you
show be one nice like we can look at the
metadata so let's see all the metadata
um for one of the assets y so in the
metadata we have the information like
you know is the devic is active or not
what is the device type laptop display
name what is the manufacturer of this
laptop including the serial number
product number OS version also the main
thing is the location as also the
warranty start that and that is also
very
important and also can go on the right
we have lot of related objects also
right if you just scroll up a little bit
you'll see that right linked objects
linked issues so if I go to this
particular asset I think it's the entire
history here attachments Link Link
issues linked objects so which is makes
it very very powerful talking about link
objects can you please show me some of
the schema graphs so that way we can um
see how the object is related ah here
you go here the schema so this is
automatically generated by continuous SM
correct abely it is automatically
generated just you know we need to enter
the information like metadata like who
is assign or uh what is the start dat
and ended for example if you click on
the schema it gets the entire data about
the in this based on the relationships
and you know based on how the uh the Met
data is entered also we have uh we can
when we building the cmdb we can use
Auto discover so it automatically
discovers and you know establishes the
default uh uh cmdb database and based on
that we can generate the schema graph
also correct yeah it's automatically
generated we just you
know really helpful yeah helpful
especially for the it assets or other
assets also but you know mainly the it
assets you know this becomes extremely
extremely useful yeah it basically helps
to keep the track off record if we see
this diagram we can get what is the
relation between scan setting or CPU
whatever it we can clear idea about the
from the relationships of this yep now
um can we uh show some of the reports uh
I would like to take a look at uh the
dashboards
y so these are the dashboards uhhuh just
scroll through it just so that you know
the audience can get a view of the
dashboard just scroll to it quickly just
yeah SC scroll down yeah so the single
web page has so many different kpis and
um uh indicators as well as uh
information right from different uh
tickets and that's coming from the ITN
so can we just scroll down please
yes okay this is very nice um can we
take a look at one or two of the kpis so
that you can we get an idea as to how it
does yeah let's start with activity
stream Yeah Yeah from the activity
stream we can
get the idea like you know this
ticket uh when that ticket is generated
it's generated 27 minutes ago uh so the
another thing created versus
disol another thing is who are the ass
of this like T man T it gets the uh we
can get the
entire we can get the entire idea about
like what is happening in the Contin
service management with the help of this
t also uh what is the first time to
respon when the issue is created what is
the time to resolution of the uh when
the issue is resoled also the slit
versus SL we have the SLS designed as
per the priority high low
medium critical so when the uh when the
SLA meet when the ticket gets resoled
within the three hour when the ticket is
critical then the SLA meets so as there
another sample of the dashboard also
right this is this just one this is one
example there are more examples right
yes correct correct so Contin uh con
service management has another features
to integrate this uh with the for Vi as
well okay so as you can see here this is
the same dashboard that the metadata is
also same but the view is of our so like
total issues created is 2094
waiting for approval pending in progress
waiting for support can I please zoom in
a little bit can you please zoom in a
little bit so I can see better yeah yeah
yeah that's yep you're talking about yep
low issues by priority High critical
Community total created versus Clos res
uh closed tickets also the average to
resolution verus Target by all the data
which is present there uh can uh we can
see that data in the powerbi as well but
the but the bottom line is we
can inest the data into powerbi and
design simple or even complex uh
dashboards correct yeah continous
service management has a feature to
integrate that with the power to
so um change management is very uh
important to our customers you know uh
can you please open up a change man
management ticket so that you know um I
can walk them through how a change
management
looks
so so uh when the chain management is
very important when we uh make the
changes in a project like we need to
enter the summary uh
description uh what will be the impact
uh analysis uh for that particular
project we also need to select the
category uh of the of the of that
particular ticket also what is the risk
very high moderate low medium whatever
it may be is the validation needed we
have to select
accordingly what is the impact uh what
is the impact of the system usability is
there any harm or what is is there any
harm or no harm is the is the change to
the documents impact like what people
impct like tracability metrics uh Sops
for test automation protocol URS
compliance assessment all all comes into
play when we raise a change request
other imp other impacted system is
another main thing is like is the coding
involved when we reserve change re is
the training needed what is the plan and
another important thing is start that
and end so what I'm looking at right now
is when the change initiator wants to
create a change request he or she has to
enter all this information then it goes
into a workflow right can you please
showcase one a completed change
ticket
completed as you can see this is a comp
here yep yep so I see uh can you just
scroll up a little bit please let's look
at the title first
so we have a change ticket for xlm Alm
Baseline validation so here we are uh
looking at the description which is very
detailed uh keep scrolling down and okay
let's look at the impacted analysis
description so we need to enter the
impacted analysis that's been entered uh
go down please um the impact on the qms
documents that's been entered so is
there a backout plan all that is entered
is training required is entered
the timing is entered also I can see the
risk summary right yes if you go down we
can see the risk summary there and uh
can we just click on the other tabs
there changes y yes yeah so cor action
deliverables you know so there's lot of
information here to manage the change
correct but the bottom line is um we can
easily manage a change with all the
information input into this particular
ticket and uh based on the stage of the
T the certain sections get uh displayed
and certain people get intimated as it
moves to the workflow and you can see
the progress of the change ultimately QA
can close it out right they can do all
their checks write a summary there and
close it out so technically this has
most of the information apart from the
documents which are generated outside of
the change to yeah and also we can
include like you know how many team
members are involved in this year how
many MERS are working you in that also
very nice very nice it's a comprehensive
ticket so last thing I want to touch
upon is AI because everybody's
interested in AI I knowm has many many
AI features like virtual agent you know
and uh AI features are are integrated
into the entire platform one example is
automation uh okay what am I looking
at so uh automation is uh in Contin
service management is very important
like uh automation rules are very
important for example if there is a
ticket so uh the you if anyone raise a
ticket so he or she should get the
acknowledgement like you know your tiet
has been ra right now it is in this is
workflow State there the automation
rules come into the play also when we uh
when we assign this ticket to uh any
other team member so uh that team member
should also so get the not uh email
notification that you know that
particular ticket has been assigned to
with the ticket number so that you know
he can start working on the ticket as
well so but but bottom line is you know
AI will assist in actually creating the
rules right can you show us a sample
please yes so uh I have put one sample
in know when the issue status is Chang
is done the
transition this English this is in PL
English yeah I just Pro and hit the and
it will give the answer very
nice it's actually okay you give answer
it created the rule it created the rule
automatically very nice and from here we
can turn on this very ni we have done
yep uh C it was my pleasure uh thank you
for taking the time you know um thank
thank you uh this is the end of our
continuous SM micro demo segment uh I
appreciate your time thank you thanks
again thank thank you for watching
continuous TV if you have any further
questions please shoot an email info@
continuous validation.
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English (auto-generated)
About
In this episode, Nagesh Nama and Chaitanya Vaidya discuss the key features of ContinuousSM (Service Management). They provide micro demos of various functionalities, including Audit Trail, Portal, Workflow Designer, Asset Management, Reports, Change Management, and Automation.
They highlight the ease of use and customization options available in ContinuousSM, as well as its integration with Power BI and AI capabilities.
Takeaways
1️⃣ Continuous SM is a feature-rich platform for service management.
2️⃣ The platform offers functionalities like Audit Trail, Portal, Workflow Designer, Asset Management, Reports, Change Management, and Automation.
3️⃣ContinuousSM allows for customization and integration with external applications.
4️⃣Power BI integration enables the creation of comprehensive dashboards and reports.
5️⃣AI capabilities assist in automating processes and creating rules.
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ContinuousSM is built-on Atlassian products and marketplace apps. xLM, LLC incorportes best practices, automation and configuration settings to make it GxP / 21 Part 11 compliant. xLM LLC delivers ContinuousSM as a continuously validated app to its customers.
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