IT Managers: Goodbye Reporting, Hello Insight
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Transcript of IT Managers: Goodbye Reporting, Hello Insight
IT MANAGERS:GOODBYE REPORTING, HELLO INSIGHT
©2015. All rights reserved. 2
I.T. IS A BIG BUSINESS
I.T is Complex I.T is expensive But, I.T runs on spreadsheets!
$2T
BI Usage by Department*
Finance
Management
Sales
IT
Source: BARC BI Report, 2013
©2015. All rights reserved. 3
NO WONDER, CIO PRIORITIES ARE NOW CENTERED AROUND MANAGING THIS COMPLEX BUSINESS
SO, WHAT CAN HELP?Source: McKinsey & Company Feb 2015 Survey of CIOs
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BUSINESS ANALYTICS CAN HELP
Business analytics (BA)
refers to the skills,
technologies, practices for
continuous iterative
exploration and
investigation of past
business performance to
gain insight and drive
business planning.
“
”
What’s that? How can it help?Business Analytics can help you find and solve issues through:
• Allowing to drill to the how and why of any issue you encounter by providing quick access to the finest grain of all your data
• Visually explore the data to answer new questions and derive trends from historical datasets
• Provides correlations across multiple data sets to find root causes in outside systems
How about an example?
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“CONTINUOUS ITERATIVE EXPLORATION”
Let’s say that the VP of Sales complains to you on the responsiveness
of IT to their IT issues. A quick check shows that sales is underserved.
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“CONTINUOUS ITERATIVE EXPLORATION”
Sales is complaining about IT responsiveness
With Analytics, you will be able to quickly drill
into the Incidents related to sales and by
other important dimensions such as
priority, category and mean time to resolve
(MTTR)
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“CONTINUOUS ITERATIVE EXPLORATION”
Sales complains about IT responsiveness
Breakdown of Incident MTTR by Priority,
Category and Department
With analytics, you are now able to look back in time and find out if the
unresponsiveness is from too many
reassignments…
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With analytics, you are now able to look back in time and find out if the
unresponsiveness is from too many
reassignments…
“CONTINUOUS ITERATIVE EXPLORATION”
or perhaps a specific time of the day?
Sales is complains about IT responsiveness
Breakdown of Incident MTTR by Priority,
Category and Department
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“CONTINUOUS ITERATIVE EXPLORATION”
Sales is complains about IT responsiveness
Let’s break down Incident MTTR by
Priority, Category and Department
Is it because of high reassignments out of
Service Desk?
A specific time of the day?
You may also discover something else leveraging advanced analytic features like searching the text of
incidents for common themes.
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THE 3 KEY PILLARS OF BUSINESS ANALYTICS
All Your Data
Advanced Math &
Visualizations
Advanced & Ad-hoc
Capabilities NOT JUST INFORMATION
INSIGHTS!
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REPORTS TO ANALYTICS; FROM WHAT TO HOW & WHY
• What is the current incident backlog – at this minute?
• Why is the backlog 20% higher this week as compared to last 3 weeks average?
• Has the incident reassignment rate gone up for VPN issues and what’s the impact on SLAs?
• What is the daily trend of opened & backlog for last 3 weeks and has it crossed our threshold?
Operational Reporting Business AnalyticsKPI & Scorecarding Tools
What is happening now? What happened? Why did it happen?
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A CLOSER LOOK AT OPERATIONAL REPORTING
Simple Math Calculations(Sum, Count, Average…)
Data doesn’t tell you how you got here, just what’s happening right
now
Very basic Visualizations &
Filtering
Build it yourself, you need to know Table joins, SQL and Excel
wizardry
Result: Focus on the here and now with out historical context
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A CLOSER LOOK AT KPI & SCORE CARDING
Typically, single source data focus
Only helps you measure improvement on problems you have
found
Limited by the scope of the tool
Set it up yourself, long deployment cycles and/or consultants
involved
Result: Focus on what happened, not the root cause or “why”
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VISUALIZATIONS DATA SOURCES METRICS DELIVERY AD HOC
RICH & SOPHISTICATED MULTIPLE COMPREHENSIVE PREBUILT APP AT WILL INQUIRY
SIMPLE SINGLE MEDIUM-RANGE BUILD YOURSELF ONLY IF SPECIFIED
SIMPLE SINGLE BASIC BUILD YOURSELF ONLY IF SPECIFIED
KPI Tools& Scorecarding
OperationalReporting
A CLOSER LOOK AT NUMERIFY ANALYTICS
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All the Content
• All your data always up to date• Best practice Metrics & Dashboards• Single source of truth
All the Capabilities
• Role based Dashboards & Mobile• Visual exploration to ask “Why” and “How”• Repository of 100s of metrics
NUMERIFY PROVIDES PRE-BUILT ANALYTIC APPLICATIONS
All Cloud
• Rapid Time to Value• No hardware, software & SQL skills needed• No extensive professional services
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FURTHER USE CASES WHERE ANALYTICS HAVE HELPED
www.numerify.com
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Customer: Large Retailer
Objective:Need to identify & fix any store specific IT Service issues
Solution:• Proactively identify issues & IT response
to ensure smooth sales • Match geographical support by store
demand and risk areas
Results:• Incident response times were down across all regions• Customer Satisfaction improved
ENSURE SEAMLESS IT SUPPORT FOR STORE BASED DEVICES
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DRIVE STANDARDIZATION TO REDUCE INCIDENT VOLUME
Results:• Demonstrated that non-standard configurations take 70% more time to configure & maintain • Identified incremental workload and drove computer standardization
Customer: Midsized University
Objective:Drive desktop and laptop configuration standardizations
Solution:• Visually show the impact of
increasing variety of devices and configurations on service delivery
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REDUCED SERVICE OUTAGES BY IDENTIFYING KEY CAUSES
Results:• Added memory and reduced outage rate 25%
Customer: Midsized MSP
Objective:Find the root cause of outages
Solution:• Identified Business Services that
generated 2X more P1 Incidents than others
• Iterative Analyses identified memory faults as key issue with high MTTR
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EXTERNAL CUSTOMER SUPPORT ANALYTICS
Results:• Customer satisfaction began to improve month over month• Total time to resolve customer issues went down when focusing on problematic regions
Customer: Large Telecom Company
Objective:Need to ensure high customer satisfaction in competitive web and audio conferencing market
Solution:• Monitor metrics such as FCR rates & SLA
misses• Identify root causes to eliminate future
complaints• Identified & reduced billing related missed SLAs
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PREDICTING INCIDENT TIME TO RESOLUTION
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Results:• Demonstrate the changes over time that lead to efficiency improvements and roll back ineffective changes• Able to view the true driver of service desk work
Customer: Large US Retailer
Objective:Needs to see all avenues of service desk support to understand big picture
Solution:• Correlate service desk ticket data with
Avaya call center metrics• Derive incident to call ratio
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SUMMARY
1. IT needs full-featured Business Analytics to drive process and cost efficiency
2. While important, reporting tools do not go far enough to provide insight or assist in business planning
3. True Business Analytics covers all your data and offers advanced functional and mathematical capabilities