BUSINESS INTELLIGENCE (BI) FOR ITSM UDAY BIRAJDAR 1 © 2010 World Wide Remedy Users Group. All Rights Reserved. WWRUG.COM.

BUSINESS INTELLIGENCE (BI) FOR ITSM

UDAY BIRAJDAR

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Outline

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BI for ITSM – Need Phases in BI project for ITSM BI terminology Capabilities a BI for ITSM solution should

have Example reports Vyom Labs BI for ITSM – services and

solution demo About Vyom Labs

Need of BI For ITSM

CXO Systems surveyed 1400 CIOs. Key findings included: IT executives spend more than a day per week gathering performance

information The frequency with which CIOs gather information related to different

functions does not correlate well with the importance of those functions. The majority of information is received via multiple channels and needs to

be collated bottom up. The following graphs are taken from the report:

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Competing Based On BI4

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BI For ITSM Project

Phases Requirements gathering

Approach Top- Down Bottom-Up

Prioritize based on organization and IT objectives

Choosing the tool Choose the tool which has In-built KPIs, Reports And Dashboards For ITSM

Design Solution Data Integration, Reports, Dashboards, Access rights

Deployment Installation, Testing, Training

Continual Improvement Interpret Information, Identify Improvement Areas, Start New Cycle

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BI Terminology

Metrics, KPI Reports, Ad-hoc Reports Dimension and Measure, Drill Down Reports, Dashboards

Metrics Metrics refer to the quantitative, periodic assessment of a process,

system or function Metrics provided in ITIL books are basic one and they need to be

applied and expanded within the context of each organization before it can be effective

Examples – Number of incidents, Number of failed changes

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BI Terminology

KPI A KPI refers to a specific, agreed level of performance that will be used

to measure the effectiveness of an organization or process KPIs should be chosen based on organization goal Example

Organization goal can be “Improve Key Business Application Availability KPIs in that case can be – response time, number of failed changes, MTTR, SLA

associated with Key Business Applications and it’s components

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BI For ITSM Solution

BI For ITSM Solution Should Provide In built static and drill down reports based on good practices

ITIL, COBIT, ISO 20000 Ability to build Ad-hoc reports easily Dashboard for higher level executives Built-in Integration with multiple data sources including data

from multiple ITSM/BSM vendor solutions Combined reports from multiple data sources Data model to accommodate current and future needs of

reports and dashboards Granularity of access controls Scheduling and distribution of reports

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Example Reports

Service Call Resolution – Location-wise Report Purpose: List of Total service calls resolved, Total resolved within SLA, Total

resolved outside SLA, SLA%, average SLA Time, Average time taken Output : Summary and Drill-down with count of calls based on location and

assigned workgroup

Category-wise Incident resolution report Purpose: Summary of incidents resolved as per category for a selected

location, category and date range Output: Summary and Drill-down of information based on Incident

category, location and date range

Number of emergency changes across customers Purpose: summary of emergency changes across different customers. The

company has different vendor change management tools for different customers

Output: Summary and Drill-down of information on emergency changes across different customers

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Vyom Labs BI For ITSM : Services & Solution Demo BI For ITSM – Vyom Labs Services

Services for BMC’s SAP/BO based solution And Vyom Labs Oracle BI based solution Broad range of services

Requirements gathering Top-down, Bottom-Up Leveraging ITIL, ISO 20000, COBIT Expertise

Solution Design Custom reports development Ongoing support Training Results interpretation and continual improvement

BI For ITSM – Vyom Labs Solution Developed on oracle BI (OBIEE) platform Jumpstart solution Support for multiple data sources including different BSM/ITSM solutions including

BMC Solutions Inbuilt best practices reports, dashboard and drill down reports in single console Dimensional database, faster performance

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Vyom Labs BI For ITSM Services And Solution Demo Demo…

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Conclusion

IT Executives spend good amount of time per week gathering performance reports

Based on traditional reports one may be able to deduce what is happening and not why certain thing is happening

BI solution for ITSM can save time and increase effectiveness of IT Executives

Good BI solution for ITSM with best practices reports built-in, first rollout based on priorities, PDCA cycles can give good results

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Question/Discussions13

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Thank You

Vyom Labs Pvt. Ltd.BSM Solutions & Services || ITIL Consulting & Training

Aditi Samruddhi, Baner, Pune-411045, India.

Email: [email protected]

Web Site: www.vyomlabs.com

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