ROM: Service Model

Question 1

What is the objective of foundation Service Model?

Answer 1

Support operational processes while defining the management, reporting, scheduling and referral handling processes for business as usual.

Provides RPA team with steps to effectively deploy, support and manage operational processes
Ensures digital workforce is integrated with human co-workers
Engagement model supports operational processes and defines management, reporting, scheduling and referral handling processes
Critical for making transition to the state where RPA is business as usual

Question 2

Name support activities in Service Model: Operational Overview

Answer 2

• Referral Handling (out of scope of the automation scenarios)
• Exception Handling
  * System Support (IT)
  * Process Support (RPA team)
  * Product Support (BP support)
• Scheduling
• Business Continuity (failover, resilience and disaster recovery is provided via infrastructure teams)
• Deploy

Question 3

What is a Process Controller?

Answer 3

Process controller is a key part of the CoE and can be thought of as a department manager for the digital workforce.

Question 4

What are the functions of a Process Controller?

Answer 4

• Supporting and administering the daily running of BP processes within the prod environment
• Scheduling and running BP processes
• Monitoring the stability of BP environment
• Communicating with the infrastructure team for environment related issues
• Investigating any issues in the live processes
• Raising change requests or support calls where required

Question 5

What is the function of the Control Room?

Answer 5

Monitor and control processes, and the digital workforce.

Question 6

What is the function of Scheduler?

Answer 6

Allows BP to execute processes at specified times and to repeat their execution at various intervals.

Question 7

What is the function of Work Queue?

Answer 7

Provides information on every item that is processed by the digital workforce and therefore contains essential data for managing and monitoring.

Question 8

Name the Service Model Key Documents

Answer 8

• Support Policy: should cover 4 key areas:
  – Infrastructure Support
  – Target Application Support
  – Product Support
  – Process Support
• Operational Handbook: vital document to process controllers, guide to the processes running in prod
• Business Continuity Plan: if robots go offline, a plan is needed in order for available resources do it manually