TechSMART Delivered Solutions Client Solutions using KPI and Analytics

1. TechSMART
Client Dashboard Slides

2. Client Success - TechSMART helped HP
implement a state-of-the-art IT Service
Delivered Solution
Company Description Business Challenge & Drivers Benefits
• XX managed service division needed to provide • TechSMART implemented inside of
an overall insight into CMDB, Help Desk, Asset one month.
Management, Service Desk, Problem Tickets,
Historical Availability for XXX. • eMite provides a centralized
• XX’s largest outsourcing client dashboard that gives visualization
• XX recently acquired XXX • Customer Internal project cancelled after 6 across HP’s entire platform and tool
months of incompletion. sets.
• Significant process streamlining and
improvement throughout the IT
Department.
Scale Team / Solution Approach
• Improvement of IT process maturity
• Project implementation date: April • Single user Administrator by having one tool over the silos in
1st, 2008 • Integration of a state of the art Service Desk & different departments.
• Production go live date : April Service Management tool: HP OpenView Service
28th, 2008 Desk
• Work performed in 1 location • Integration of the following ITIL processes: • Simple wysiwyg interface for multilevel
• Estimated number system users: Incident Management, Problem Management, reports.
50 Configuration Management, Change Management
• Over 1 million metrics being • Integration of comprehensive CMDB • By expanding its capabilities, HP has
processed on a daily basis (configuration management database) acquired additional business within
• Custom solutions provided based upon other P&G .
neXXX as project matured ie: Enterprise
MessagingSystem (EMS)
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3. Dashboard Process View
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4. Dashboard Metrics View
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5. Dashboard Command Center
View

6. Drilldown Capability

7. Client Success - TechSMART helped XXX implement a
Customer KPI Management system
Delivered Solution - XXX
Company Description Business Challenge & Drivers Benefits
• XXX Accounts have complex KPI’s and SLA • TechSMART implemented inside of one
contracts with their accounts. Originally, each month.
KPI missed results in a financial loss to XXX. • eMite provides a centralized dashboard
• XXX had all of the systems in place to manage that gives visualization across all XXX
the delivery of its services to its customers. accounts on a single screen.
• XXX’s Global Accounts • XXX had no means to measure the impact of an • Significant reduction in service
• Global Data Center based in Australia
outage on the SLA’s as they occurred penalties through understanding
• XXX Data Center responsible for
managing several government and • XXX needed to reduce costs by reporting customer impact.
private accounts internally in real time to the account team. • Improvement of IT reporting maturity
by reducing time taken to generate
SLA and KPI reports.
Scale Team / Solution Approach • Increase in customer satisfaction of
• Project implementation date: • Single source of truth outsourcer through innovation. This
November 4, 2007 • Integration to XXX’s internally developed Service Desk was a key benefit as innovation was
• Production went live date : Solution. required in the contract.
January 1 2008. • Creation of a single solution to monitor, manage and • Cost savings for customer. XXX has
administer internal KPI’s. been able to prioritize its problem
• Work performed in 1 location
• Provide real time availability and reporting based on resolutions according to customer
• Estimated number system users: outage data.
40 requirements, as opposed to
• Provided ability to set internal KPI’s at thresholds that
• Over 200,000 metrics being were less than customer SLA’s.
chronological time of alert. This has
processed on a daily basis • Show proactivity with the customers as value add to increased customer profits.
the service delivered. • Customer relationship has improved as
• Trend historical performance to improve service XXX now understands the customer
delivery and to reduce costs and service penalties. and customer has visibility.
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8. Matrix view – shows customers
and team aggregations
This view rolls up a total of 4000 KPI’s into a readable matrix
showing overall performance for each team and customer
combination

9. Drill down to KPIS for a given
customer-team grouping
This shows the daily, weekly and monthly failures, totals and
percentage passed for each KPI for the selected customer and
team grouping.

10. Historical Graphs showing KPI
attainment
The KPI history chart allows easy verification of data, showing
the total passed and percentage uses a dual y axis chart.

11. Drill down to all underlying source data showing
reasons for KPI failures
The underlying source data showing why the KPI has
failed is shown. All columns can be sorted and filtered.