IoT Service Management
What the hell is IoT Service Management?
Imagine: A company is responsible for installing, operating, maintaining a large number of devices.
Could be charging stations for electric cars. Could be parts of a factories machinery. Could be satellite antennas trying to detect alien life.
Those devices might be linked in complex ways and the setups needs to visualized based on live data.
Live data like monitoring outtages or tracking downtimes, of course tracked by a ticketing system, assigning work to responsible personell. And most likely someone need some reporting on all of that stuff.
And then the sheer mass of maintenance cycles! The NOC has to see at a moment's glance, which maintenance tasks are upcoming next week and at which location, who will perform them, what documents are needed!
Needless to say, all applications should be web-based. Anybody still using desktop applications? Nah.
And then of course, also high availability. Everything clustered and replicated.
Or, in case of detecting aliens, you might need a translation service alien <-> human (which, as software developers & consultants is our strongest expertise, by the way) ...
Now there is a common understanding what we call "IoT Service Management". Devices that are IoT capable (or not) and need to be managed across the company.
How does a possible blueprint look like?
We discovered that Atlassian products do an awesome job of handling this situation. Many of your problems can be solved out of the box. What's even better is that Atlassian products are very wide-spread, almost to the point where one could say they are industry standard. Chances are that you already using Jira or Confluence in your organization.
- Atlassian Confluence
A web-based wiki that many enterprises use structure, document and share knowledge within the organization.
Learn more about Atlassian Confluence
- Atlassian Jira
A web-based ticketing system, based around the idea of workflows.
Learn more about Atlassian Jira
All Atlassian products support data center deployment option, which means high availability through clustering.
Next, we will need to import the IoT-devices into our system. That's were asset management is needed.
We use Riada Insight for that purpose. Because it is a Jira add-on, we get seamless integration with Jira and Confluence as a consequence.
Learn more about Riada Insight
All these products fulfill our general blueprint requirements of being state of the art, highly customizable and integrating well. With this setup, we can manage IoT-environments, create tickets, track responsibilities and start to create our knowledge base.
None of these products recognizes the management of devices as a topic on it's own. To name some missing features:
- Tracking of device outages and service downtimes
- Management of maintenance intervals
- Integration with IoT data streams and remote capabilities
These features can be realized as microservices around the Atlassian core products. Because we built a set of resuable components, our blueprint significantly reduces the amount of time and effort needed to support customer-specific needs, allowing us to put development time into supporting our customers to focus on the areas that they want to be innovative in. The secret ingredients that provide competitive advantages to our partners.