[email protected] Ware Logic Technologies Pvt. Ltd. Business Intelligence(BI) for ITSM - Jyotsna Shahi Manhas BI & DW Consultant
Metric edge 19-01-2012 1.5_final(2)
Jun 19, 2015
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
iWare Logic Technologies Pvt. Ltd.
Business Intelligence(BI) for ITSM
- Jyotsna Shahi ManhasBI & DW Consultant
iWare Logic Technologies Pvt. Ltd.
Disclaimer
All other trademarks, service marks and logos used in this webinar are the trademarks, service marks or logos of their respective owners.
The views expressed by the speaker in this webinar solely resemble his own views and do not necessarily reflect the views of iWare Logic Technologies Pvt. Ltd.
iWare Logic Technologies Pvt. Ltd.
Agenda
Challenges faced by CIO's and IT managers
Recommended solutions to the challenges
Business Intelligence for ITSM
Why BI is essential for ITSM
Features & Benefits
Recommended Modules in Business intelligence for ITSM
BI for ITSM hands -- on experience
Solved – Challenges faced by CIO's and IT Managers
iWare Logic Technologies Pvt. Ltd.
Challenges faced by CIO's & IT managers
Almost all the IT managers have questions with respect to their organization; some common questions are as- How can you increase the profit of the organization by removing the non performing engineers of your team? How can you derive mean time taken for the incident and problem wise resolution?The status of each incident against the count e.g. which all issues are assigned? which are pending? Etc.How many number of problems and incidents are associated with specific location?Which all departments got the maximum number of requests?Which all support groups were able to meet the SLA thus would help you in the appraisal of the departments?What's the aging of all the open incidents/problems? and moreover to find out which all incidents take more time to resolve and why?What are the major issues faced by operational category in order to take measures needed to increase the productivity of the organization?How to manage the ETL for various data sources?How to develop common reporting across various ITSM tools?
iWare Logic Technologies Pvt. Ltd.
Recommend Solutions to these challenges
Business Intelligence for ITSM reports provide a solution to all the above listed challenges.Reports and dashboard can be prepared via BI tool.Reports can be generated on Incident, Problem, Service Level and Change Request modules.BI tool offers choices to the end user in terms of dashboard prompt & selection of the date range.A choice to the end user to select the 'view' in which they want to preview their required report on the dashboardSo to provide a tactical advantage on the above challenges is what the BI tool aims at.The slides that are to follow will make us aware as to how BI is the only solution to resolve the already detailed questions
iWare Logic Technologies Pvt. Ltd.
Why is BI needed for ITSM
Through BI following components can be included: Warehouse database designed for analytical processing.Routines to extract, transform, and load (ETL) data from Oracle or MS SQL Server transactional and external data sources into target warehouse. With SQL Server database SSIS comes free wherein ETL routines need not be written and with Oracle11g database OWB is also free wherein the ETL routines can be written.Repository with business models configured to work with the Warehouse. Presentation catalog with prebuilt requests, prompts, filters, and role-based dashboards. Accessing content in the Presentation Catalog and data in the Warehouse.
iWare Logic Technologies Pvt. Ltd.
Features and benefits
In built static and drill down reports Ability to build Ad-hoc reports easily Dashboard for higher level executives Combined reports Data model to accommodate current and future needs of reports and dashboards Granularity of access controls Oracle Business Intelligence platform provides lots of solution to ITSM issues Allows access of information, assess it, identify issues, diagnose causes, and act to correct issues
iWare Logic Technologies Pvt. Ltd.
Understanding flow of BI in ITSM
With help of OBI (Oracle Business Intelligence) we can analyze business processes/data easily. It determines whether the business is on track or not. Various reports can be designed for modules like Incident Management, Service Level Management, Problem Management, Change Management, etc. All this is done by gathering the business requirements. First repository is built. Repository contains metadata information.Separate business model is created for each module.Find out the dimensions and facts and build relationship between them. Create the various types of measures in each Fact according to model.Reports creation:Various reports can be created for each module. All reports can be based on date period/interval. Which will give results either monthly, weekly or daily with filters based on location, category, support group, time, etc.Dashboards can be created for each model.
iWare Logic Technologies Pvt. Ltd.
Recommended Modules in business intelligence for ITSM
Incident Management
Problem Management
WorkOrder Management
Service Level Management
Service Request Management
Change Management
iWare Logic Technologies Pvt. Ltd.
Solved- Challenges faced by CIO's and IT managers
You saw how can you increase the profit of the organization by removing the non performing engineers of your team
You came to know mean time taken for the incident and problem wise resolutione.g. you can find the average time taken for the resolution of an issue
You came to know about status of each incident against the count e.g. which all issues are assigned? which are pending? etc.
The number of problems and incidents are associated with specific location e.g. you can make changes in specific locations accordingly.
Which all departments got the maximum number of requests. Accordingly, you can assign more allowances to that department.
You could now figure out which all support groups were able to meet the SLA thus would help you in the appraisal of the departments
You can now easily tell the aging of all the open incidents/problems, hence, you can find out will all incidents took more time to resolve and why?
Now you know the major issues faced by operational category, accordingly, you can make the changes and increase the productivity of the organization
Prebuilt ETL for multiple data sources which may include BMC Remedy ITSM, HP service manager, BPPM, Nagios, OTRS etc can be made
There can be a common reporting across different BSM/ITSM tools
iWare Logic Technologies Pvt. Ltd.
Contact Us
Our Locations:
Pune, India (Head Quarters)
Bangalore, India
Tulsa, OK, USA
Related Documents
