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Building a service knowledge dashboard
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Building a service knowledge dashboard

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  • 1. Building a Service Knowledge DashboardLeverage the tools and consolidate repositoriesEwout Dekkinga – IT Architect
  • 2. Mean IT versus Lean Business ValuesCommon Today Experiences Waste Example Business outcomes Unauthorized changes Poor customer service Defects Substandard project execution Increased costs Unnecessary applications IT to Business misalignmentOverprovisioning To much technology Increased overhead Useless services More maintenance Slow response Lost revenue Waiting Manual procedures Poor customer service Non-value Reporting technology figures Miscommunication Server sprawl Additional IT cost Underutilized hardware More energy consumption Assets To many repositories Less visibility Benched application development Poor effectiveness Bad Root Cause Analysis More outages Ineffectiveness Firefighting of repeating incidents Lost productivity No knowledge & ideas capture Irritated users Shortage of knowledge Additional hire People repetitive or mundane tasks Low job satisfaction Talent leakage Loss of experience © 2012 Unisys Corporation. All rights reserved. 2
  • 3. Business-IT alignmentTranslating Technical Data into Business Insights• Data – Collected by Tools – Many Tools• Information – Pre-defined transformation – Technology focus• Knowledge – Experts required – ‘Best’ are better practices• Wisdom – Knowing the business – Right answers © 2012 Unisys Corporation. All rights reserved. 3
  • 4. What analysts are sayingChallenges of todayGARTNER SAYS: • Value Engineering or Tool Implementation• By 2016, 15% of Organizations Will Integrate IT Service View with EA • Protect Earlier Investments and Tools, up From a Modest 1% Today. Reuse Knowledge Available• Tool Integration is Emerging • Technology Should Support Processes Even the Opposite• A CMDB is a Valuable Source of Seems to be More Common Integrated Information describing the ‘Current State’ , and EA tools • Customers Want Tomorrow can profit by reusing this data Answers at Today Challenges• Data Normalization is essential • Agility of IT Service Management isMost IT Shops don’t lack tools for Infrastructure Required to Support DynamicManagement but fail to ‘glue’ collected data into Infrastructuresvaluable information. © 2012 Unisys Corporation. All rights reserved. 4
  • 5. Service Knowledge Management SystemCreating an overview by consolidating repositories © 2012 Unisys Corporation. All rights reserved. 5
  • 6. Leverage the Tools Unlock the captured knowledge• Operational layer • Tactical layer – Discovery & monitoring – Transforming data • Tailored to technology • Management by Excel • Management protocols • Export & import functions • Internal databases • Limited sharing • OSI reference • Manual reporting • Detailed data • Gaps in time and truth • Minor relationships • Redundancy © 2012 Unisys Corporation. All rights reserved. 6
  • 7. Business IntelligenceData mining the available information• Strategic layer • Requirements – Less is more – Relationships must be clear • Subset of operational data • Services outlined • Re(de)fined tactical information • Application owners defined • Graphical presentation • Responsibilities mapped – Right place & time – Data rationalized • Business owner • No proprietary tools • Automated and repeatable • Open framework & protocols © 2012 Unisys Corporation. All rights reserved. 7
  • 8. Data Normalization is Essential - GartnerAdding a relational database at top of existing repositoriesMost Discovery & Monitoring tools use an internal database to store collected data. Whenthe data structure and scheme are known (and accessible) a subtract of this data can beused to build new business insight by combining multiple sources and adding relationships.• Advantages • Disadvantages – Quick export/import – Dependency – Structured data – Completeness – Straightforward approach – Trust – Leverage by queries – Maintenance © 2012 Unisys Corporation. All rights reserved. 8
  • 9. Infrastructure AnalyticsUnlock the knowledgeAccelerate management by Excel into management by exception with patterns and practicesby reusing the data already available. Unlock the knowledge with pre-defined queries andstored procedures to generate required business views.• Patterns • Practices – Baselines (Monitoring) – Service Measurement – Schedules (Releases) – Service Improvement – Formulas (Predicting) – Strategy generation – Dependencies (Value chain) – Financial management – Exceptions (KPI) – Service Reporting © 2012 Unisys Corporation. All rights reserved. 9
  • 10. Presenting the knowledgeThink big, start smallUse a presentation and collaboration framework – like sharepoint – to create a portal thatcan be customized to ‘consumers’ of information. Present information in a graphical mannerwhen possible and use dynamic updates and feed.• Extend Storage Metering • Add new value – Usage monitoring – Service & value chain • Measure performance • Create cost visibility • Manage utilization • Change & Release • Guard service levels • Service improvement – Trending & predicting – KPI • Benchmark applications • Report SLA exceptions • Calculate new demands • Problem management © 2012 Unisys Corporation. All rights reserved. 10
  • 11. Questions?Thank You! © 2012 Unisys Corporation. All rights reserved. 11

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