This document discusses how analytics and access to the right information can help IT support teams make better decisions. It emphasizes the importance of having a variety of updated data sources organized in a clear and accessible manner. Examples are provided of how Indiana University's IT support team leverages different metrics and historical trends to assess performance, adjust operations in response to increased volume, and share knowledge with other institutions.
Got Numb3rs? Community Metrics and AnalysisJillianLaura
"Got Numbers? Community Metrics and Analysis" Presentation by Jillian Bejtlich from June 2012 Enterprise 2.0 Boston conference.
For anyone working in community management, you’re well aware it’s not all about sitting on social networks all day chatting it up. Users and sometimes even our own co-workers are shocked to find out we are the ones pulling massive reports and trying to make sense of millions of data points. Who knew community management was so focused on mathematics?
As a member of marketing, communications, support, or whoever the community is run by, you’re probably accustom to being asked for a variety of metrics and ways to prove success, profitability, and efficiency. But where in the world do you start? This session will help guide you through some of the actual practices of putting numbers to work. We’ll go through some simple ways of creating valuable and easy to understand analyses, how to find something worthwhile in the massive data files, and ways of sharing your mathematical discoveries with others in easy and comprehensive manners.
Presentation from Daden at the Centre for Defence Enterprise Marketplace held on 5 February 2015. For more info see: https://www.gov.uk/government/news/mod-brings-businesses-together-for-innovative-defence-ideas
Got Numb3rs? Community Metrics and AnalysisJillianLaura
"Got Numbers? Community Metrics and Analysis" Presentation by Jillian Bejtlich from June 2012 Enterprise 2.0 Boston conference.
For anyone working in community management, you’re well aware it’s not all about sitting on social networks all day chatting it up. Users and sometimes even our own co-workers are shocked to find out we are the ones pulling massive reports and trying to make sense of millions of data points. Who knew community management was so focused on mathematics?
As a member of marketing, communications, support, or whoever the community is run by, you’re probably accustom to being asked for a variety of metrics and ways to prove success, profitability, and efficiency. But where in the world do you start? This session will help guide you through some of the actual practices of putting numbers to work. We’ll go through some simple ways of creating valuable and easy to understand analyses, how to find something worthwhile in the massive data files, and ways of sharing your mathematical discoveries with others in easy and comprehensive manners.
Presentation from Daden at the Centre for Defence Enterprise Marketplace held on 5 February 2015. For more info see: https://www.gov.uk/government/news/mod-brings-businesses-together-for-innovative-defence-ideas
Un libro un concello percorrendo a provincia da CoruñaBibliotecadicoruna
Mostra bibliográfica e selección dun libro por concello do total dos 93 concellos da Provincia da Coruña que se encontran dispoñibles na Biblioteca da Deputación da Coruña
Advancing Learning, Relating and Performing through Character Strengths & Dig...Lynn Ochs
Presentation given at the Annual Conference for Middle Level Educators In October 2016.
Looking for a research-based, effective and FUN way to improve learning, relating and performing of staff and students in your school? Experience a unique approach designed to address all aspects of social and emotional learning through a strengths-based and blended learning approach. See how a nationally-recognized game platform, Happify, can be combined with a flexible classroom curriculum to shift learning communities to a strength-based culture that supports each person living their strengths, maximizing learning, relating and performance to their fullest.
Rationale: Middle level learners are at a critical developmental stage. It is essential that they develop healthy perspectives of themselves and their strengths and of those around them in order to thrive.
Mark Hellinger, CEO of Xyleme, and Stacey Harris, the VP of Research from Brandon Hall Group spent some time analyzing a widespread and problematic deficiency among many learning departments: organizations not measuring if their learning content is effective. Many organizations are making assumptions about their content, which is leading to bad business decisions. Big Data is a major player in nearly every other industry and almost always connected to performance outcomes- why not in learning? Find out all you need to know now!
Keeping the Pulse of Your Data: Why You Need Data Observability to Improve D...Precisely
With the explosive growth of DataOps to drive faster and more confident business decisions, proactively understanding the quality and health of your data is more important than ever. Data observability is an emerging discipline within data quality used to expose anomalies in data by continuously monitoring and testing data using artificial intelligence and machine learning to trigger alerts when issues are discovered.
Join Julie Skeen and Shalaish Koul from Precisely, to learn how data observability can be used as part of a DataOps strategy to improve data quality and reliability and to prevent data issues from wreaking havoc on your analytics and ensure that your organization can confidently rely on the data used for advanced analytics and business intelligence.
Topics you will hear addressed in this webinar:
• Data observability – what is it and how it can complement your data quality strategy
• Why now is the time to incorporate data observability into your DataOps strategy
• How data observability helps prevent data issues from impacting downstream analytics
• How integrated data catalog capabilities allow you to understand the context of alerts.
• Examples of how data observability can be used to prevent real-world issues
Understanding the new paradigm: How to incorporate mobile research into our i...Merlien Institute
Presented by Melissa Gil, Director, Customer Intelligence, SingTel
& Bruce Wells, Managing Director and President, Asia, Vision Critical
at Market Research in the Mobile World Asia-Pacific
30-31 January 2013, Kuala Lumpur, Malaysia
This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net
Un libro un concello percorrendo a provincia da CoruñaBibliotecadicoruna
Mostra bibliográfica e selección dun libro por concello do total dos 93 concellos da Provincia da Coruña que se encontran dispoñibles na Biblioteca da Deputación da Coruña
Advancing Learning, Relating and Performing through Character Strengths & Dig...Lynn Ochs
Presentation given at the Annual Conference for Middle Level Educators In October 2016.
Looking for a research-based, effective and FUN way to improve learning, relating and performing of staff and students in your school? Experience a unique approach designed to address all aspects of social and emotional learning through a strengths-based and blended learning approach. See how a nationally-recognized game platform, Happify, can be combined with a flexible classroom curriculum to shift learning communities to a strength-based culture that supports each person living their strengths, maximizing learning, relating and performance to their fullest.
Rationale: Middle level learners are at a critical developmental stage. It is essential that they develop healthy perspectives of themselves and their strengths and of those around them in order to thrive.
Mark Hellinger, CEO of Xyleme, and Stacey Harris, the VP of Research from Brandon Hall Group spent some time analyzing a widespread and problematic deficiency among many learning departments: organizations not measuring if their learning content is effective. Many organizations are making assumptions about their content, which is leading to bad business decisions. Big Data is a major player in nearly every other industry and almost always connected to performance outcomes- why not in learning? Find out all you need to know now!
Keeping the Pulse of Your Data: Why You Need Data Observability to Improve D...Precisely
With the explosive growth of DataOps to drive faster and more confident business decisions, proactively understanding the quality and health of your data is more important than ever. Data observability is an emerging discipline within data quality used to expose anomalies in data by continuously monitoring and testing data using artificial intelligence and machine learning to trigger alerts when issues are discovered.
Join Julie Skeen and Shalaish Koul from Precisely, to learn how data observability can be used as part of a DataOps strategy to improve data quality and reliability and to prevent data issues from wreaking havoc on your analytics and ensure that your organization can confidently rely on the data used for advanced analytics and business intelligence.
Topics you will hear addressed in this webinar:
• Data observability – what is it and how it can complement your data quality strategy
• Why now is the time to incorporate data observability into your DataOps strategy
• How data observability helps prevent data issues from impacting downstream analytics
• How integrated data catalog capabilities allow you to understand the context of alerts.
• Examples of how data observability can be used to prevent real-world issues
Understanding the new paradigm: How to incorporate mobile research into our i...Merlien Institute
Presented by Melissa Gil, Director, Customer Intelligence, SingTel
& Bruce Wells, Managing Director and President, Asia, Vision Critical
at Market Research in the Mobile World Asia-Pacific
30-31 January 2013, Kuala Lumpur, Malaysia
This event is proudly organised by Merlien Institute
Check out our upcoming events by visiting http://www.mrmw.net
Prodigo Marketplace is the healthcare industry's most efficient platform for content management. Proven at UPMC, the marketplace drives compliance, automation, user adoption, and improved data quality.
Profile
----------------
About Us: Prodigo Solutions is focused on driving savings in the healthcare supply chain. Created by healthcare supply chain professionals, the company's suite of solutions and services drive compliance, automation, data quality and user adoption.
Prodigo Solutions, LLC is an operating division of UPMC's International and Commercial Services Division. Visit www.prodigosolutions.com and www.upmc.com.
HRG Chief Executive Officer, Steve Mccoy, will explore how a vendor uses off the shelf tools and internally developed programs to streamline workflow, minimize human intervention and to compensate for weaknesses in the Hospital Information System. Then overlay the entire process with the implementation of industry best practices.
Geir Rosoy discusses the importance of moving from just data storage to data warehousing. This presentation includes how Hyatt Hotels & Resorts have created a data mapping system to determine all sources of data and created a centralized location where we as an organization can use the data to provide intelligent and strategic analysis. It will further show, as an example, how CenterBridge data can be combined with other departmental data, as well as, macroeconomic data, to provide more insight into customer and agent behavior. The final part will discuss some of the statistical methodologies that can be utilized to derive information.
Survey Results: Common Problems with Microsoft Teams Call Qualitypanagenda
Webinar Recording: https://www.panagenda.com/webinars/survey-results-common-problems-with-microsoft-teams-call-quality/
If you want to know how other enterprise organizations are struggling with their Teams voice deployments, then you must attend this webinar. We just finished our Pulse Survey from companies that are relying on Microsoft Teams for calls and meetings and would like to share the shocking results. If you think call quality troubleshooting is taking you a long time, then you will want to hear how other IT operations groups are doing!
Please join us for this webinar to learn about the most common performance issues for Microsoft Teams and what are the likely root-causes. The conversation will summarize the recent survey results and go into detail on the methods and tools used by IT operations groups to investigate and analyze their employees’ digital experience. During the webinar you will also receive an introduction to the OfficeExpert product and see some real-world examples of how this SaaS solution provides accurate performance measurements and enables IT support groups to quickly troubleshoot issues.
During the webinar you will also learn about the Maximum Limits for device hardware and networking performance to ensure acceptable Teams call quality performance.
What you will learn:
- What are the Max CPU and Memory Usage Limits?
- What is the redline you cannot cross for Round-Trip-Times (RTT)?
- How to determine bad ISP performance?
- Why getting to the Microsoft Cloud Global Network quickly is so important!{}
CLO Webinar: How to Measure Informal Learning and Engage Managers to Optimize...Human Capital Media
Informal learning measurement (social networks, performance support, coaching) is on the rise. It is important to think about measuring this investment and comparing it against formal programs to determine its mix and place. In addition, the root cause of low learning impact is lack of manager support. This webinar will address why this happens and how to overcome it. In this webinar, you will:
1. Define informal learning and a learning taxonomy to incorporate it.
2. Discuss when and how to measure informal learning.
3. Understand the reasons for scrap learning and low manager support.
4. Discuss tools and methods to increase manager support and optimize learning impact.
Generating and Qualifying Inbound SMB LeadsBredin, Inc.
Stu Richards was recently join by Stephen Archut, Director of Product Marketing at Explorium.ai, in a special Fastcast on Generating and Qualifying Inbound SMB Leads. In this fast-paced and informative Q&A, you’ll learn:
* The media that SMBs rely on to first learn about offerings like yours
* The content formats that work best at the top of the sales funnel
* The benefits of external data
* How to develop an effective data acquisition strategy
* The most common kinds of external data
* Data integration challenges
* How to onboard external data at scale
Watch the full Fastcast recording here - https://attendee.gotowebinar.com/recording/8783854779455236866
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1. IT Support Analytics = Better Decisions
Cathy O’Bryan, Director of Client Support @ Indiana University
Erin Avery, Sr. Product Marketing Manager @ BMC Software
2. Do you have access to information that
answers “What’s Happening?” when the
campus community is clamoring for help?
When you need it, do you have the
answer? (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.
4. Data Must be Readily Available
• One-Stop Shop
• Department Store
• Well-stocked
• with Current Data
• Not a flea market
Can you find what you need
when you need it in a useful
format?
26. Your closet must be stocked with
INFORMATION
Context 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?
27. Be Picky About Data Selection
• Accurate and current
• Historical context:
Significant data sample
Trend and Pattern
recognition
• Granular where you need it
28. 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?
32. 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!
33.
34.
35.
36.
37. Catch Your Data Before It’s Gone!
Technology Center Consulting
39. Leveraging IU Support to Other
Institutions
How Do You Package Your Service for Extension to
Other Institutions?
How Do You Blueprint and Cost Your Services?
How Do You Estimate Another Institutions’ Support
Volume/Needs?
What Do You Do if They Have No Data to Share?
40. 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 Needed
Result: Informed Decisions Aligned with Strategic
and Operational Goals
41. 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
42. And Every Now and Then You Have a
Revelation!
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.
43. IU’s Current Knowledge Base
Covers about Two-Thirds of the Ivy
Tech 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.
The Origin of the Dashboard: Tell the KMS birth story…… Do MORE with less, do more with less…….How to add value while reducing costsSelf-service portalSelf-helpBe ready, be flexible, know your environment, see patterns before they impact supportOperational Value:Aligning resources for Fall Rush2012First time both campuses First time shorter move-inGet Connected All, Passphrase Expiration, and Bears?Strategic Value:Inter-institutional Support How do you package, price and define Support Center Service for an institution external to IU?What metrics define the service?Inform the estimate?Can be flexed during negotiation?Need to be measured as service matures?
Readily Availableeasy to access (one-stop shop with a diverse set of perspectives)real timenot just noise: SC/HD’s tons of noise; you can drown (too much may be worse than too little)Not a flea market. A contact center of any kind or even just a set of metrics from the Semester start up can drown you in noise.You don’t want junk, but how to sort through and find what you really need? VP has a questionVP contacts AVPAVP contacts DirectorDirector contacts ManagerManager figures gets some staff member to write a report to get the infoStaff member stays all night trying to get the dataStaff member contacts ManagerManager contacts DirectorDirector Contacts AVPAVP contacts VPVP forgot why they wanted to know…
Lots of data, TB’s of it to be exact. Real image from SS ‘12Tell you anything?Grateful Dead tie died T-ShirtNot much, a bit of trending.Folks are well-intended and they know their piece of the pie in great detail. However, when making decision as SS’12 chair and making sure to align resources rapidly across two weeks, you need to see the whole picture. Not just pretty rainbows of color.You need to get to the gold. You need to rapidly move from the abstract to the specific.
Master Report in IU Support DashboardWhat should be there from a Client Support Service perspective? Support CenterTCCKbaseSupport Systems & Licensing: IUwareSupport System & Licensing: IUware OnlineWhat is the over-arching data set from each of the perspectives?SC – ContactsTCC: - Tickets/ConsultsKbase: HitsIUWare: Online Download AttemptsHere’s my bias: I hate shopping. Get in, get out. I know what I want. But even if I don’t want, I want to find it fast.I don’t want to shop the whole mall at each individual stores. You do need context. Be able to ask questions. Cross reference the data points to verify. Is your assumption correct?Stay on the balcony but climb down when it is important to do so. Have the ladder to your data ready, mobile and safe (easy to access).
Sometimes granularity adds context and produces information. SSometimesstepping back and making sure that you are viewing the big picture enables you to see the whole structure and how it fits together,…..Eyes play tricks and so does data. Context, granularity, source, timing, quantity, but you need it.And well, sometimes you still wonder!You have the right questions to ask. You know who to inform.
Does the data have the right degree of granularity for your question?One size does NOT fit all.Tailoring must be availableStory: Perhaps you need to know what hours during the day during fall rush to add staff hours to the Support Center? OrAre you more concerned with a more granular question? What documents are most used, needed and valuable during fall rush? Which should be updated first?Have all the data shots (from the closeup to far away), but start from far away on a dashboard. Have tools that inform actionable decisions.Service and Support Analytics takes planning.
It is not data, it is information it has context Context can answer related questions Point to new questions, inquiry or decisive action it has granularity This enables leaders to drill down, get more than a bird’s eye view when needed.You have enough information to make a decision or to ask informed questions of the sources. In red because INFORMATION is crucial. It is not just data. (not just IU)
Be able to drill down.More value in little nuggets: not big shiny object; Which nuggets? Can’t get them all?Over 7 years of data across 12 different data sets.Where do you start?What part will inform you?OCollect dataManage the dataUnderstand when something is changingDon’t fix it if it isn’t brokenMake sure it is really changing and not just a blipStatistical Process Control in Manufacturing (SPC)perations happen quickly.
Make predictions.Test the predictions.Can’t Script all the question in advance.Engage the brainTools don’t make you smarter, be involved, in the context as a way that supports the institution. To make the ultimate best decision.
GC story this year.30% last year for only 10K studentsNow 70K students going to run. How?ImproveWatch numbers, need more
Week before relatively quietInto the first week. Huge numbers.Likely to impact Walk-in from last year’s numbers.Watch walk-in locations at Indy and Bloomington
We’ve all been there to a big box warehouse with the promise of great pricing (if not service) and after wandering for what seems like days we leave with little or nothing of value and confusion.You can get 100’s of metrics from an ACD and form a ticketing system. Within a Knowledge Management or any system, you can pour over the logs for the number of downloads, clicks, anomalies, etc. In this vast sea of data, what is needed, useful, measurable, valuable? Decide in advance what you might need to know that will shape and guide the future.When planning for a dashboard think first about the strategic questions that your mission demands that you address. That should determine what you need to address more granular operational decisions as well.A IU, EP (IU Strategic Plan for IT 2009) has several Action Items that drive Client Support. Let’s look at one:IU should continue to pioneer and provision effective means of user support through advanced tools for self-service and connection to IU experts to help faculty, staff and students effectively use IT. …How used is the Kbase, which documents, how can it be improved? When should specific pieces of content be updated. The KB costs $.07 per page. It has 15K active pages. We pay attention to what we measure. But that’s backwards, you should measure what you WANT/NEED to pay attention to. PlanningData moves fast! Can you see the forest for the trees? Who is raiding the bird feeder? What is the teradactal that is feeding. Remember to introduce before I click.
OK, so you may not have got the full picture as there were two twin fawns prior to this shot, but you now know that a whole flock of giant birds do NOT come by every night and raid the bird feeder. You’ve positioned the camera, quit shooting the picture through the screen and snuck outside. You’ve got enough data to know its deer. The twins got away. It’s OK, you’ve got enough data.So within our usage of the Dashboard on Faculty Consulting engagement. And perhaps some of you have been down this road. Tickets! Oh my! It’s a relationship, a consultation, a long, creative process. Tickets are too time consuming! Or Tickets don’t capture the full event. Agreed, but having just a quick record of something happening, with who, in what department and perhaps (dare I?) what type of request informs the organization:1. Type of instructional support needed.2. Obstacles that should be considered for elimination on tools.3. Most popular tools, features, pedagogical uses by discpline?etc.Get what you need. Perfect is so highly over rated. So the twins got away, you can prove what ate the feed.
Academic data difficultWhere, when, who STC support, what campus as compared ot last yearAnalytics are important but should not be a burden to service.They should walk that balance between improving service and not over-shadowing it.
What type of response time? Service? Where (location of walk-in) is staff needed? What expertise? What time of day? What day? Sometimes the data hides.
Recently IU and Ivy Tech Community Colleges began an innovative partnership within the state of IN to better leverage the existing support, infrastructure, licensing and administration at IU across both institutions.As a result of negotiations, Ivy Tech’s Board has signed a two-year contract to outsource Ivy Tech Technical Support to IU. Preparing for this ground-breaking service offering was difficult. Ivy Tech had little or no data to share. Not from a ticketing system, an outage system nor an ACD. How to best estimate other than guess?What is the average number of contacts per student?What are the number of systems at IU relative to the number of systems that need support Ivy Tech?What’s your wiggle space in the cost range? What would it mean to reduce hours? Increase call abandonment? Increase wait time? Reduce number of systems? Add Chat? Add IT Notice System? How do you know all this while negotiating?How do you insure as a non-profit that you make no money, provide best value to all the users across both institutions while safe-guarding the taxpayer dollars?
My other thought is you could incorporate a story at the end of your Educause presentation on Slide 21 “Data Driven Decision Making @ IU” – how did/ will the data you collected during Semester Start-Up impact the way you handle semester start-ups in the future? Story of Ivy tech and IU. Couldn’t have done it without our data, information, combined with What if Vision?
UITS support maintains a high level of excellence by achieving specified annual averages in key metrics.For Ivy Tech the average call wait is better than the excellence level, excellence level can be reached for the abandonment rate by obtaining a future average of 5.51%, and obtaining a future average of 5.53 minutes for length of call.Lather, rinse, repeat.
18 MFrom 2006 to 2010, there is an average of over 18 million web accesses per year that had used the Knowledge Base for reference and for problem solving. 92%Reflected that the use of KB has over 92 percent of customer satisfaction on average 24/7Provides end users around the clock customer support on technology related issues.The Inclusion of Knowledge Base can Provide a Better Service while Reducing CostsReduces costs by elimination of repeated calls, especially for some frequently asked questions such as password resets. Accessing KB unit cost is much lower when comparing to each phone calls and emailsReduces costs by elimination of repeated calls, especially for some frequently asked questions such as password resets. Accessing KB unit cost is much lower when comparing to each phone calls and emails
You now have the data to sell the cultural change intra-institutionally.
The path mEvaluation.Path may be unmarked, but you can bring a map and compass (capture the right coordinates)! Your service blueprint.You might just see this!
7.5Want to know that…..You might just get an overlook view!
BMC FootPrints is a flexible, comprehensive, integrated IT Service & Asset Management platform that is easy to install, use and extend to create business value. Supporting the convergence of IT service and asset management, this powerful platform gives you the visibility and control you need to continuously improve service delivery and manage IT assets while driving efficiencies, controlling costs, maintaining compliance and reducing IT vulnerability and financial risk. With an emphatic focus on user experience, FootPrints improves customer satisfaction and IT productivity revealing the true value of IT service & support to the business.