DECEMBER 2020CIOAPPLICATIONSEUROPE.COM 19the Modis team looked for opportunities for higher productivity and effectiveness. The Modis business is related to delivering Managed Services and Solutions, IT Service Desk and Data Center support, support and maintenance of end-user devices, development of applications and solutions for outsourcing of business processes. It turns out that RPA has the potential to satisfy many of the needs of such types of business. That is why in 2017 the Modis Bulgaria team launched the Modis Innovation & Automation Lab--a project aiming at developing innovative solutions for automation of tasks, performed by employees.In response to global trends to meet increasingly complex client needs and maximize efficiency, Modis Bulgaria invested in tools, systems and resources, and launched a series of innovation and automation projects and initiatives to further improve its capacity to transform and optimize service and cost of delivery.Modis Innovation and Automation (MIA) Lab was established, becoming one vertical Centre of Excellence that provides automation solutions across the company in the fields of automation, analytics and workforce management.The objective is to focus on creating efficiencies in our solutions leveraging latest technologies, by automating basics and repetitive tasks and allow employees to focus on the more interesting and rewarding aspects of their jobs.With the establishment of the MIA Lab we have put the main focus on removing repetitive work by utilizing RPA. The purpose of the MIA Lab is to solve critical business problems, create new kinds of smart solutions and add value, using advanced innovative technologies.The MIA Lab team managed to complete 18 projects removing repetitive work from the Service Desk personnel, improving speed and accuracy of transactions as well as the service level agreements. By using latest technologies, we managed to provide better customer experience and upskill the Service Desk personnel enabling them to focus on added value activities. What is the future of the IT managed service?We are living in the era of the so-called Fourth Industrial Revolution that will see an unprecedented change in the way humans live and work. Many professions will disappear, but that doesn't actually mean that people will be unemployed. In fact, it has happened in the past. In the early 19th century Luddites, a faction of radical English textile workers was afraid that the time they spent learning the skills of their craft would go to waste because of the introduction of machines. So they even destroyed machinery as a form of protest. Actually, towards the end of the century, it became increasingly apparent that technological progress was benefiting all sections of society, including the working class.Ideally, implementing machine learning, AI and RPA will create an environment, which will enhance the human experience for both the organization and the employee. Increased efficiencies will allocate more resources for the highest-value interactions. Increasing speed and better quality will come without sacrificing meaningful communication and relationships. That could possibly be the right balance leading to the best possible outcome. Managed Services organizations will need to significantly increase their functional and technical capabilities in these IT segments to better manage their client's problems and requirements. Transforming its workforce with intensive training and assessments will be instrumental. Philippe Rouvrais
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