JaganGurumurthy–Z1788917SethushankarSadasivasubramanian–Z1788022NORTHERNILLINOISUNIVERSITY|DEKALB,IL

OMIS661–DataAnalyticsProjectPROJECTREVIEWDOCUMENT

TableofContents

INTRODUCTION: 3

SUMMARYOFWORKDONE: 3

DATAMODELING: 3

ADVANCEDPOWERBIFEATURESINCORPORATED: 3

DATAVISUALIZATIONANDDASHBOARDS: 5

KEYINSIGHTSDRIVENFROMTHEDATA: 9

RECOMMENDATIONSTODOIT: 9

IMPROVEMENT(SUGGESTIONSONTHEPROJECT): 10

OMIS661–NIUDivisionofInformationTechnologyPowerBIProject

Introduction:InthisDataAnalyticsprojectweusedPowerBItodoourAnalysisonthedataprovidedbyNIUDivisionofInformationTechnology(DoIT).Atotalof91tableswereprovidedbytheDoITwith2yearsofdatainthem.WeexaminedthedataandidentifiedittobeprimarilyIncidentManagementandRequestFulfillmentData.WeincorporatedITILServiceStrategytoperformmeaningfulanalysisofthegivendata.

Summaryofworkdone:

• DivisionofInformationTechnology’s91iTrackertableswereimportedtoPowerBI.• Examinedthetablesandidentifiedkeytablesandrelationshipstocontinuewith

DataModelling.• Removedirrelevanttablesfromtherelationshipmap.• DatamanipulationandTransformationweredonetodoefficientanalysis.• Analyzedonhowthedatacouldbevisualized.• CreatedvisualizationandDashboardstogenerateusefulinsights.

DataModeling:

• Fromthe91tables,weidentified22mostimportanttablestoproceedwiththeanalysiseliminatingtheothertablesfromthemodel.

• CreatednewCalculatedcolumnstogeteffectiveresults.• Manipulatedthedatecolumntodisplayfiscalyeardata.• CreatedHierarchiestoenablebetterviewofdata(DepartmentHierarchy,Support

GroupHierarchy,ProjectHierarchy)

AdvancedPowerBIFeaturesIncorporated:

• DownloadedandimportedCustomPowerBIchartstocreatebetterVisualization.• RProgrammingwasusedtogenerateforecastingchart.• InfoGraphicDesigner.• ChicletSlicer.

TableRelationship:

SnapshotofDataManipulationdoneonTasktable:

DataVisualizationandDashboards:TicketTrends:

• FiscalYear14-15wasthebusiestyearintermsofnumberofticketsreceivedbytheDoIT.

• Amongthebothfiscalyears,AugustandJanuarymontharethebusiestonessincefallsemesterstartsinaugustinSpringsemesterinJanuary.

• PasswordResetticketscontributetothemajorchunkoftickets.

BuildingsandDepartmentwisetickets:

• Dusablehallaccountstomostnumberoftickets• DivisionofInformationTechnologydepartmentaccountstomaximumnumberof

tickets.ResolutionTrends1:Thefollowingdashboardshowsgeneralresolutionmetrics.

Resolutiontrend2:

• AsexpectedstudentsraisethemostnumberofticketsfollowedbystaffandnewApplicants.

Resolutiontrends3(SLARelated):

• ThefollowingDashboardshowswhichprioritytickettakeshowmuchtimetogetsolvedbytheITTeam.

CostInvolved:

• Workordercostingforallthethreeyears,2014beingtheyearNIUspentmostonworkorders.

EmployeeAnalysis:

• Bestandworstperformingemployeesataglance.

FutureTrends:ThefollowingdashboardwascreatedusingRscript.Theblueshadedregiontherightchartisthefuturetrendintickets.

KeyInsightsDrivenfromtheData:

• AugustistheBusiestMonthbyticketcountforboththeyearsfollowedbyJanuary.• PasswordResettopsthechartwithmaximumnumberofticketswereraisedfor

passwordresets.• Asexpected,ServiceRequestsandP4–1-dayresolutionarethemostraisedticket

priority.• FY15-16’sticketcountislessby10KcomparedtothepreviousFiscalYearasaresult

ofreducedpasswordresettickets.• KBArticleUsageisveryminimal(Around1%)• Aproceduralchangehasbeenidentifiedbetweenthetwofiscalyearsastheservice

requestswerebeingreceivedasP4incidentinthelatterfiscalyear.

RecommendationstoDoIT:

• Passwordrelatedissueaccountsto50%ofthetotalissuewhichshouldbeaddressedbyusinganautomatedOTPbasedpasswordresetsandeffectivelycommunicatingtheproceduresinplacestotheUsers.

• DatabeingcapturedintheTasktableisnotcomplete,DoITshouldfocusoncollectingasmuchdataaspossibleinordertohavean360degreeviewoftheITservicebeingprovided.(whichentityaccountstowhatpercentageofissues.)ForDoIT’sexpansionplansthisisverycrucial.

• KnowledgeBaseArticlesshouldberevisedasandwhenneededtoprovidefastsolutionstousers.

• Chatsupportwouldbeidealwaytoprovidequicksolutions.• DoITshouldconsidersendingmassemailsoftentoeducateUsersaboutwhat’s

happeningnewinNIUITspaceandeducateusersaboutproceduralchangeintheprocess(forexample:educateusersaboutpasswordresetoptionsbysendingaFYIemailtoeveryone)

Improvement(suggestionsontheproject):

• TheDataprovidedbyDoITcouldhavebeenbetterwithmorecompletedatasuchasSLA,TicketPendingtime,ITAssetManagementDataforustodomoremeaningfulanalysisandderiveinsights.

• PowerBIConnectivityfromoutsideNIUnetworkwasanissuefromthebeginning.UsingCiscoVPNdidnothelp.