Metric edge 19-01-2012 1.5_final(2)

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Metric edge 19-01-2012 1.5_final(2)

  1. 1. Business Intelligence(BI) for ITSMiWare Logic Technologies Pvt. Ltd. - Jyotsna Shahi Manhas BI & DW Consultant info@iwarelogic.com
  2. 2. DisclaimeriWare Logic Technologies Pvt. Ltd.  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. info@iwarelogic.com
  3. 3. AgendaiWare Logic Technologies Pvt. Ltd. Challenges faced by CIOs 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 CIOs and IT Managers info@iwarelogic.com
  4. 4. Challenges faced by CIOs & IT managersiWare Logic Technologies Pvt. Ltd. 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? Whats 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? info@iwarelogic.com
  5. 5. Recommend Solutions to these challengesiWare Logic Technologies Pvt. Ltd. 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 dashboard So 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 info@iwarelogic.com
  6. 6. Business Intelligence for ITSMiWare Logic Technologies Pvt. Ltd. info@iwarelogic.com
  7. 7. Why is BI needed for ITSMiWare Logic Technologies Pvt. Ltd. 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. info@iwarelogic.com
  8. 8. Features and benefitsiWare Logic Technologies Pvt. Ltd.  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 info@iwarelogic.com
  9. 9. Understanding flow of BI in ITSMiWare Logic Technologies Pvt. Ltd. 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. info@iwarelogic.com
  10. 10. Recommended Modules in business intelligence for ITSMiWare Logic Technologies Pvt. Ltd.  Incident Management  Problem Management  WorkOrder Management  Service Level Management  Service Request Management  Change Management info@iwarelogic.com
  11. 11. BI for ITSM hands-on experienceiWare Logic Technologies Pvt. Ltd.  Launch Demo info@iwarelogic.com
  12. 12. Solved- Challenges faced by CIOs and IT managersiWare Logic Technologies Pvt. Ltd.  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 info@iwarelogic.com
  13. 13. Q & A SessioniWare Logic Technologies Pvt. Ltd. Qu est An i on sw s er s info@iwarelogic.com
  14. 14. Contact UsiWare Logic Technologies Pvt. Ltd. www.iwarelogic.com info@iwarelogic.com Our Locations: Pune, India (Head Quarters) Bangalore, India Tulsa, OK, USA info@iwarelogic.com
  15. 15. iWare Logic Technologies Pvt. Ltd. info@iwarelogic.com

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