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IT Support Analytics = Better Decisions

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Learn how Indiana University leveraging IT service management data strategically to improve service delivery, grow their service offering, and strategically support the institutional initiatives.

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IT Support Analytics = Better Decisions

  1. 1. IT Support Analytics = Better DecisionsCathy O’Bryan, Director of Client Support @ Indiana University Erin Avery, Sr. Product Marketing Manager @ BMC Software
  2. 2. Do you have access to information thatanswers “What’s Happening?” when thecampus community is clamoring for help?When you need it, do you have theanswer? (Check the one that fits your situation best.) a. Just the right information immediately. b. Lots of data (noise), but little value immediately. c. You have to ask several people to “get that for you”. d. You wait for the weekly, daily or monthly report. e. You guess until the you can find the answers. Comments? __________________________
  3. 3. Data Must be Readily Available • One-Stop Shop • Department Store • Well-stocked • with Current Data • Not a flea marketCan you find what you needwhen you need it in a usefulformat?
  4. 4. Colorful, but……. ?
  5. 5. Real Value is in Clarity
  6. 6. One-Stop Shop Broad set of data from a variety of sources. A department store with choices to inform your decision.
  7. 7. Isolate One Set of Data
  8. 8. Other Support Data Options
  9. 9. Where is the Demand?
  10. 10. What Do You See?
  11. 11. Depends on Your Focal Point!And sometimes we still aren’t surewhat it is………
  12. 12. http://screencast.com/t/dRAyDlySoIHaving data that can provide both a summative overview and depthwhen needed is crucial.
  13. 13. Not just data, but information is needed………
  14. 14. Information will explain the data… “What, where, when….?” = Knowledge
  15. 15. What was Impacted? When?
  16. 16. Information leads to Knowledge to Understanding to Wisdom
  17. 17. Get a DifferentSet of Related Data.
  18. 18. Historical TrendsCan Help PrioritizeMy Resources.Past is OftenPrologue!
  19. 19. Your closet must be stocked with INFORMATIONContext creates understanding & value. Must be flexible: able to mix & match! • Does it inform other data points? • Or does it clash with rest of the data closet?
  20. 20. Be Picky About Data Selection• Accurate and current• Historical context: Significant data sample Trend and Pattern recognition• Granular where you need it
  21. 21. Support Center Summary First Week of Semester 2011 2012 % change Phone 4287 4152 97% FootPrints (Contact Tickets) 5204 5356 103% TOTALS 9491 9508 100%Not much new information here? Why?
  22. 22. Get Connected MetricsSince Aug 7th, of the systems running GC, 57% were Windows & 43%were Macs.
  23. 23. Get Connected Support CenterContacts Sun Mon Tues Wed Thur Fri Sat First week 2011 93 57 43 18 18 13 7 First week 2012 121 194 92 50 55 27 10 93 150 193 211 229 242 249 Running totals 121 315 407 457 512 539 549 Daily % change 130% 340% 214% 278% 306% 208% 143% Running % change 130% 210% 211% 217% 224% 223% 220%
  24. 24. Support Center: Walk-In Contacts Location Sun Mon Tues Wed Thur Fri Sat First week 2011 33 23 8 3 4 First week 2012 32 35 21 24 4 33 56 64 67 71 71 Running totals Walkin-IMU 32 67 88 112 116 Daily % change 97% 152% 263% 800% 100% Running % change 97% 120% 138% 167% 163% First week 2011 219 341 278 298 212 138 50 First week 2012 204 353 276 273 203 162 34 219 560 838 1136 1348 1486 1536 Running totals Walkin-IC 204 557 833 1106 1309 1471 1505 Daily % change 93% 104% 99% 92% 96% 117% 68% Running % change 93% 99% 99% 97% 97% 99% 98% First week 2011 5 99 67 66 63 22 2 First week 2012 7 139 147 109 88 43 9 5 104 171 237 300 322 324 Running totals Walkin-IUPUI 7 146 293 402 490 533 542 Daily % change 140% 140% 219% 165% 140% 195% 450% Running % change 140% 140% 171% 170% 163% 166% 167%
  25. 25. Avoid Being just a Data Warehouse • Too Much Data is Almost as Useless as None. • Throw away the Noise in the Data Pool • Remove the Obstacles to Data Access • Cross Reference Data for Improved Acuity • Be Able to Flexibly Hone In on the Key Points It Takes Planning!
  26. 26. Catch Your Data Before It’s Gone! Technology Center Consulting
  27. 27. Find the Data Where It Hides!
  28. 28. Leveraging IU Support to Other InstitutionsHow Do You Package Your Service for Extension toOther Institutions?How Do You Blueprint and Cost Your Services?How Do You Estimate Another Institutions’ SupportVolume/Needs?What Do You Do if They Have No Data to Share?
  29. 29. Data Driven Decision Making @ IU • Selecting the Meaningful Real Time and Historical Data from FootPrints ticketing system, ACD, and other sources • Automated in a Dashboard • Analyzed as Needed; When NeededResult: Informed Decisions Aligned with Strategicand Operational Goals
  30. 30. Adjusting to 70% More Contact Volume!Use Metrics to Assess Key Performance Areas.Compare and Contrast Service Levels Across Institutional Contacts.Make Informed Changes Operationally.Repeat
  31. 31. And Every Now and Then You Have aRevelation!  Efficiency created by allowing for higher productivity in lower volume time frames.  Staffing low volume periods increases overall productivity because overall total volume has increased during these late & early hours.  Staggering start dates create efficiencies by spreading increase volume over a longer period of time. IU’s 2013 spring semester begins a week before Ivy Tech. Ivy Tech’s 2013 fall start date is 8/19 and IU’s is 8/26.
  32. 32. IU’s Current Knowledge BaseCovers about Two-Thirds of the IvyTech Related Support Issues  With a total of 62 different categories of issues from Ivy Tech users, the Knowledge Base has 41 related categories of documents.  The Knowledge Base will potentially solve over 50 percent of the email and call issues for Ivy Tech users.  With 45% of the call avoidance, Knowledge Base could reduce costs and improve service.
  33. 33. Questions?Cathy O’Bryancaobryan@iu.edu812.856.3527
  34. 34. BMC FootPrintsIntegrated IT Service & AssetManagement PlatformCertified for 10 ITIL ProcessesDrag-and-drop ConfigurationService CatalogBusiness IntelligenceSoftware License ManagementCradle to Grave AutomatedAsset Management 46 Copyright 1/24/2013 BMC Software, Inc © © Copyright 1/24/2013 BMC Software, Inc 46
  35. 35. Learn more at www.bmc.com© Copyright 1/24/2013 BMC Software, Inc 47

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