DESIGN THINKING - FINAL ASSESSMENT REFLECTION 

 Challenge :     In my present organization , I am part of the Pre - Sales Solution Design Group , specializing in   service management tools and platforms . My primarily responsibilities involves designing and   setting up tools platform for our managed services delivery teams , designing solutions that   address very specific customer issues and suggesting improvements areas and new tools   keeping in mind customer demand and market trends .    One of account delivery manager has got in touch with me to inform that the current tools   platform they use for providing services is outdated . This is causing issues in day - to - day   delivery of services especially around performance and availability . The Delivery Manager wants   my team and me to look into setting up a modern service management tools platform . Using a   design thinking tool , we aim to identify the root cause that is causing issues pertaining to   performance , availability , leading to SLA non - compliances and penalties being imposed      Selection :     After careful consideration , we have decided to go ahead with the learning launch tool . By using   the learning launch tool . We will be able to generate an idea and develop a prototype , that will   be further refined and lay a foundation for a modern service management tools platform .       Application :     During the learning launch exercise , our first task was to evaluate the current service   management tools platform . With this we hope to evaluate the following : 

 1 . health of the core underlying infrastructure on which the tools are hosted , 

 2 . study any issues with tools deployed 

 3 . Integrations between tools 

 The above would help us test the following : 

 1 . current health of the underlying infrastructure and tools and 

 2 . ascertain if infrastructure and tools are future ready , 

 3 . OEM warranty support 

 4 . scalable to meet future demands . 

 We set - up a first meeting with all relevant stakeholders ( delivery manager , L2 and L3 resources   and current tools platform support team ) to seek their views on the current issues and specific   challenges they are facing .   Post this meeting we created a report with our findings ,   assumptions and ideas on how these issues can be addressed .   In the subsequent meeting , our assumption that core underlying infrastructure was key issue to   the problems at hand was put to test . Post this meeting , we realized that we had correctly   identified the main challenge / issue . 

 Insight   By using the design thinking tool - Learning Launch , we were able to accurately come up with   assumptions and design a prototype which will help us test our assumptions . By using this   approach , we hope to strive towards a common goal , which is improving our services , being   SLA compliant and avoiding penalties .    Our design for the first prototype included setting up a modern service management tools   platform on latest public cloud technologies and incorporating best practices and methodologies   for tools deployment and integration . The first prototype was demonstrated to the stakeholders   for their review and feedback . The prototype will be refined further , based on feedback from   relevant stakeholders . During one of the demonstration sessions , we received feedback that   there should be a Continual Service Improvement ( CSI )   plan in place to ensure success . The   second feedback we received was on our tools selection . Initially our assumption was to deploy   a on - premise ticketing tool and migrate the ticket data from the existing tool to the new tool . One   of the stakeholders suggested to use a SaaS based Ticketing Tool instead of a on - premise   ticketing tool and data migration will pose challenges . The feedback we received , helped us to   refine our assumptions and build a better prototype .   We will continue to evolve our prototype till it is acceptable for use and production ready .        Approach :      I would definitely be using the learning launch technique in next project that I undertake as this   gave me a very clear insight into the current challenge and Iwas also able to clearly illustrate my   assumptions and develop and refine the prototype post feedback . Visually showcasing a   prototype and getting the stakeholders to use and comment , further strengthens my decision in   choosing this technique . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: DESIGN THINKING - FINAL ASSESSMENT REFLECTION 

 Challenge :     In my present organization , I am part of the Pre - Sales Solution Design Group , specializing in   service management tools and platforms . My primarily responsibilities involves designing and   setting up tools platform for our managed services delivery teams , designing solutions that   address very specific customer issues and suggesting improvements areas and new tools   keeping in mind customer demand and market trends .    One of account delivery manager has got in touch with me to inform that the current tools   platform they use for providing services is outdated . This is causing issues in day - to - day   delivery of services especially around performance and availability . The Delivery Manager wants   my team and me to look into setting up a modern service management tools platform . Using a   design thinking tool , we aim to identify the root cause that is causing issues pertaining to   performance , availability , leading to SLA non - compliances and penalties being imposed      Selection :     After careful consideration , we have decided to go ahead with the learning launch tool . By using   the learning launch tool . We will be able to generate an idea and develop a prototype , that will   be further refined and lay a foundation for a modern service management tools platform .       Application :     During the learning launch exercise , our first task was to evaluate the current service   management tools platform . With this we hope to evaluate the following : 

 1 . health of the core underlying infrastructure on which the tools are hosted , 

 2 . study any issues with tools deployed 

 3 . Integrations between tools 

 The above would help us test the following : 

 1 . current health of the underlying infrastructure and tools and 

 2 . ascertain if infrastructure and tools are future ready , 

 3 . OEM warranty support 

 4 . scalable to meet future demands . 

 We set - up a first meeting with all relevant stakeholders ( delivery manager , L2 and L3 resources   and current tools platform support team ) to seek their views on the current issues and specific   challenges they are facing .   Post this meeting we created a report with our findings ,   assumptions and ideas on how these issues can be addressed .   In the subsequent meeting , our assumption that core underlying infrastructure was key issue to   the problems at hand was put to test . Post this meeting , we realized that we had correctly   identified the main challenge / issue . 

 Insight   By using the design thinking tool - Learning Launch , we were able to accurately come up with   assumptions and design a prototype which will help us test our assumptions . By using this   approach , we hope to strive towards a common goal , which is improving our services , being   SLA compliant and avoiding penalties .    Our design for the first prototype included setting up a modern service management tools   platform on latest public cloud technologies and incorporating best practices and methodologies   for tools deployment and integration . The first prototype was demonstrated to the stakeholders   for their review and feedback . The prototype will be refined further , based on feedback from   relevant stakeholders . During one of the demonstration sessions , we received feedback that   there should be a Continual Service Improvement ( CSI )   plan in place to ensure success . The   second feedback we received was on our tools selection . Initially our assumption was to deploy   a on - premise ticketing tool and migrate the ticket data from the existing tool to the new tool . One   of the stakeholders suggested to use a SaaS based Ticketing Tool instead of a on - premise   ticketing tool and data migration will pose challenges . The feedback we received , helped us to   refine our assumptions and build a better prototype .   We will continue to evolve our prototype till it is acceptable for use and production ready .        Approach :      I would definitely be using the learning launch technique in next project that I undertake as this   gave me a very clear insight into the current challenge and Iwas also able to clearly illustrate my   assumptions and develop and refine the prototype post feedback . Visually showcasing a   prototype and getting the stakeholders to use and comment , further strengthens my decision in   choosing this technique .
### Output: 