5 Innovationsin Service Analytics

Simon KingNumerify

10 years in Service Mgmt

CIO IT Roadmap panelist

ITSMf panelist presenter

ITIL V2 / 3 Foundation Certified

Simon King

linkedin.com/in/sjking2000

@sjking2000

Focus

Meaning

Emotion

But that’s NOT what I’ve been seeing

Promise

Streaming Media provider was not treating internal users as customers

Want 90% SLA attainment across assignment groupsNow spotting assignment groups with declining SLAs

Attainment >90%+ and eliminated error prone reports

IT Service is a Promise

IT Service is a Promise

Text analytics help you understand Why?

Training gaps

Knowledge gaps

Recurring incidents

Harmony

?

Harmony

?Hint: Beethoven

IT at High Tech company struggling to balance work on Incidents & ProblemsNew aggregated view for Manager and Individual ContributorNow analyzing trends in work load across team members

Met MTTR targets by assigning work based on availability

Team in Harmony

Team in Harmony

Apply lifecycle analysis to understand Why

Elaborate the steps

Compare to norms

Proactive alerting

Strike

Strike to Minimize Business ImpactHotel Chain reacting to revenue impacting incidents

Steps taken- Track business issues- By business segment- Normalize to compare- Calculate revenue

impactNow correlating business events with IT issues

Revenue Managers spot and report outliers

Surprises

At 1’40”

How old is the singer?

www.youtube.com/watch?v=ocnqRuSyoOQ

Surprises

7

Inconsistent app availability affecting retail revenue

Tracking and comparing with 50-day moving average

Avoid Unexpected Surprises

Now alerting on outliers with business relevance

Pre-built outage tracking helped reduce reactive support costs by 15%

Apply dependency mapping to find What

Relate events to incidents

Identify weaknesses

Reduce failed changes

Avoid Unexpected Surprises

Transparency

Transparency Builds TrustChaotic maintenance for inflight WiFi risking SLA attainment

Steps taken- Tracking incidents

by airline and plane- Mobile views for on

duty managersPrioritizing work by plane

Mobile access for real time ops visibility

Geo mapping to understand Where

Mapping locations

Defining norms

Aligning resources

Transparency Builds Trust

In Clean Data we Trust

• Keep status fields clear and accurate

• Select required fields carefully

• Add business data for context

On Monday Morning• Identify user scenarios• Standardize metrics and reports• Provide good navigation• Decide what NOT to show• Provide explanations• Use good information design practices• Make report transportable

Twitter @sjking2000

Resources to Help

Linkedin sjking2000

Web numerify.com/resources