Increasingly strategic in modern organizations, IT departments have adopted multiple protocols and performance measurements to maximize value to their business by enabling greater efficiency. However, while IT has often been the source of intelligence for other departments, IT leaders have lagged in deploying their own analytics to support service improvement. In this session, you’ll find out how analytics can expand the view of IT as you evaluate five innovations that affect service attainment and cost. Gain new insights into using analytics to increase IT value to the business, improve resource utilization, eliminate bottle necks, and understand support cost.

1. 5 Innovations
in Service Analytics
Simon King
Numerify

2. 10 years in Service Mgmt
CIO IT Roadmap panelist
ITSMf panelist presenter
ITIL V2 / 3 Foundation
Certified
Simon King
linkedin.com/in/sjking2000
@sjking2000

3. Focus

4. Meaning

5. Emotion

6. But that’s NOT what I’ve been seeing

7. Promise

8. Streaming Media provider
was not 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 is a Promise
Text analytics help you
understand Why?
Training gaps
Knowledge gaps
Recurring incidents

10. Harmony

11. Harmony
Hint: Beethoven

12. IT at High Tech 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
Apply lifecycle
analysis to understand
Why
Elaborate the steps
Compare to norms
Proactive alerting

14. Strike

15. Strike to Minimize Business 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 is the singer?
www.youtube.com/watch?v=ocnqRuSyoOQ

17. Surprises

18. Inconsistent app
availability affecting
retail revenue
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 to find What
Relate events to
incidents
Identify weaknesses
Reduce failed
changes
Avoid Unexpected Surprises

20. Transparency

21. Transparency Builds Trust
Chaotic maintenance 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
understand Where
Mapping locations
Defining norms
Aligning resources
Transparency Builds Trust

23. In Clean Data we 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 to Help
Linkedin sjking2000
Web numerify.com/resources