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


NO WONDER, CIO PRIORITIES ARE NOW CENTERED AROUND MANAGING THIS COMPLEX BUSINESS

SO, WHAT CAN HELP?Source: McKinsey & Company Feb 2015 Survey of CIOs


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?


“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.

https://usf.numerify.com/NumerifyWeb/servlet/mstrWeb?evt=2048026&src=mstrWeb.2048026&subscriptionID=B802C40E11E512E700000080EFF5A906&server=PRODJAGUARISERVER001.LOCALDOMAIN&Project=Numerify_BI_USF&port=0&share=1



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)



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…


With analytics, you are now able to look back in time and find out if the

unresponsiveness is from too many

reassignments…


or perhaps a specific time of the day?

Sales is complains about IT responsiveness

Breakdown of Incident MTTR by Priority,

Category and Department



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.


THE 3 KEY PILLARS OF BUSINESS ANALYTICS

All Your Data

Advanced Math &

Visualizations

Advanced & Ad-hoc

Capabilities NOT JUST INFORMATION

INSIGHTS!


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?


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


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”


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


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


FURTHER USE CASES WHERE ANALYTICS HAVE HELPED

www.numerify.com


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


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


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


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

©2015. All rights reserved.

PREDICTING INCIDENT TIME TO RESOLUTION

21

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


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

Technology

IT Managers: Goodbye Reporting, Hello Insight