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HDI 2016 five innovations in analytics
The document discusses five innovations in service analytics and the importance of treating internal users as customers in IT service management. It highlights the application of text analytics, lifecycle analysis, proactive alerting, dependency mapping, and transparency to improve service delivery and mitigate issues in different business segments. Key strategies include tracking incidents, normalizing data, and providing real-time access to managers to enhance operational visibility and ensure SLA attainment.
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HDI 2016 five innovations in analytics
- 1. 5 Innovations in ServiceAnalytics Simon King Numerify
- 2. 10 years inService Mgmt CIO IT Roadmap panelist ITSMf panelist presenter ITIL V2 / 3 Foundation Certified Simon King linkedin.com/in/sjking2000 @sjking2000
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- 6. But that’s NOTwhat I’ve been seeing
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- 8. Streaming Media provider wasnot treating internal users as customers Want 90% SLA attainment across assignment groups Now spotting assignment groups with declining SLAs Attainment >90%+ and eliminated error prone reports IT Service is a Promise
- 9. IT Service isa Promise Text analytics help you understand Why? Training gaps Knowledge gaps Recurring incidents
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- 12. IT at HighTech company struggling to balance work on Incidents & Problems New aggregated view for Manager and Individual Contributor Now analyzing trends in work load across team members Met MTTR targets by assigning work based on availability Team in Harmony
- 13. Team in Harmony Applylifecycle analysis to understand Why Elaborate the steps Compare to norms Proactive alerting
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- 15. Strike to MinimizeBusiness Impact Hotel Chain reacting to revenue impacting incidents Steps taken - Track business issues - By business segment - Normalize to compare - Calculate revenue impact Now correlating business events with IT issues Revenue Managers spot and report outliers
- 16. Surprises At 1’40” How old isthe singer? www.youtube.com/watch?v=ocnqRuSyoOQ
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- 18. Inconsistent app availability affecting retailrevenue Tracking and comparing with 50-day moving average Avoid Unexpected Surprises Now alerting on outliers with business relevance Pre-built outage tracking helped reduce reactive support costs by 15%
- 19. Apply dependency mapping tofind What Relate events to incidents Identify weaknesses Reduce failed changes Avoid Unexpected Surprises
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- 21. Transparency Builds Trust Chaoticmaintenance for inflight WiFi risking SLA attainment Steps taken - Tracking incidents by airline and plane - Mobile views for on duty managers Prioritizing work by plane Mobile access for real time ops visibility
- 22. Geo mapping to understandWhere Mapping locations Defining norms Aligning resources Transparency Builds Trust
- 23. In Clean Datawe Trust • Keep status fields clear and accurate • Select required fields carefully • Add business data for context
- 24. On Monday Morning •Identify user scenarios • Standardize metrics and reports • Provide good navigation • Decide what NOT to show • Provide explanations • Use good information design practices • Make report transportable
- 25. Twitter @sjking2000 Resources toHelp Linkedin sjking2000 Web numerify.com/resources
Editor's Notes
- #4 Decisions shape outcomes Focus -> meaning -> emotion -> action See current state, review prior outcomes, decide what to do next
- #5 Decisions shape outcomes Focus -> meaning -> emotion -> action See current state, review prior outcomes, decide what to do next
- #6 Decisions shape outcomes Focus -> meaning -> emotion -> action See current state, review prior outcomes, decide what to do next
- #7 Excel Snapshot Manual manipulation Inconsistent goals and metrics Point to point distribution KEY performance indicator AHT & FCR -> behavior