Community Research and Development Information Service - CORDIS

H2020

SERVONE Report Summary

Project ID: 762987

Periodic Reporting for period 1 - SERVONE (The Intelligent Service Network Operator)

Reporting period: 2017-03-01 to 2017-06-30

Summary of the context and overall objectives of the project

Complex and fast moving business targets require flexible and reliable IT systems and services. In order for IT leaders to remain focused on high levels of availability and the reduction of the amount of internally run activities, the management of outsourced services in complex multi-vendor environments needs to improve drastically.
The growing complexity of IT service delivery has caused sustainability issues for traditional service sourcing. Initial outsourcing has offered the business a cost advantage, but managing multiple vendors and understanding their complex delivery frameworks is something that has become time and resource intensive for larger businesses. IT departments have become more and more entrenched in day-to-day operations, rather than being focused on business needs.
We are therefore developing and commercializing the world’s first automated SaaS solution for Service Integration, called SERVONE. SERVONE is a ready-to-use system that runs on a proprietary cloud platform providing secure, scalable and reliable service integrations for all IT service processes and operations.
By replacing repetitive technical workload with low added value with automated, cloud-managed systems, we will allow Enterprises to redirect valuable human resources to high added value tasks and focus on the more pressing needs of their respective fields. This will improve the productivity of the European industry as a whole.
Currently at a TRL6, with a fully functional prototype that has been tested and validated with 30 large institutions, our goal now is to reach a TRL9 through 3 main development areas focusing on scalability, adaptability and user experience. On the commercial front, we will strengthen our current commercial network with further strategic partnerships in all our target markets.

Work performed from the beginning of the project to the end of the period covered by the report and main results achieved so far

We have conducted a complete Market Study, analysing end client segmentation and distribution, along with the corresponding Serviceable Available Market (SAM) and the Serviceable Obtainable Market (SOM). We have also identified the different partner and vendor profiles and segments, to extract the best suited candidates for extended partnership agreements. Additionally, we have conducted a detailed Partner/Vendor Search for all our target markets, in order to determine the companies and prospects that would be better suited for the implementation of SERVONE.

In terms of necessary technical developments, we have gathered most of the development items and themes from real-life projects with our partners and clients. These items have been verified and prioritized based on partner and end-user feedback. In the scope of the Phase I we have also validated the technical feasibility of the Phase II project, determining in great detail the 3 main areas of work for the duration of the project.

To prepare for full commercialization, we have also come up with a detailed commercialization and dissemination plan, including all major activities and tasks to be executed during the Phase II project and afterwards.

A full Technology Watch, including a detailed FTO-analysis was also developed to examine in detail the competitor landscape and future threats from important players.

Finally, we have used the extended market research and combined it with our own prior market experience to elaborate a realistic business plan that includes reliable sales forecasts with expected ROI and Break-even.

Progress beyond the state of the art and expected potential impact (including the socio-economic impact and the wider societal implications of the project so far)

SERVONE will be the first integration Platform-as-a-Service providing a completely automated SIAM framework for ITSM solutions with easy-to-configure adapters for any possible vendor. SERVONE offers outstanding advantages in efficiency, speed of delivery and productivity for large businesses with complex IT multi-sourcing challenges. At the same time, it also facilitates adoption for service providers and system vendors. SERVONE offers an affordable, all-inclusive subscription-based service that does not require separate maintenance costs, software or hardware investments, integration development projects or special service integration skills. Thanks to its SaaS-based nature and its innovative block-based architecture that facilitates service management through a simple Connect, Configure and Run process, SERVONE can be set up in a matter of minutes. After an initial configuration stage, SERVONE automatically integrates all third party ITSM solutions into the firm’s own system, thus avoiding the need for multiple system monitoring and data input in multi-sourcing environments.

This set of features is completely in line with the current demand for the Enterprise-grade integration software. The entire ITSM ecosystem is actively looking for enhanced and standardized, centralized management-integration solutions, as evidenced by surveys consistently showing that organisations replace their legacy ITSM systems as a result of inadequate integration capacity. The market has already warmly welcomed our first generation service, receiving a solid and consistent support from important companies, both MSPs and end clients.

The outstanding automation potential facilitated by SERVONE will allow for large scale redirection of skilled human resources into the real core needs of each industry, thus helping large businesses future challenges in human labor shortages due to the lack of sufficient technical profiles and the general demographic aging trends.

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