Ad-hoc Analyses by Self Service
You cannot control your IT efficiently enough solely on the basis of key performance indicators. The results of predefined reports often raise questions that have to be answered by deeper detailed evaluations. Aggregation and targeted analysis of your data and KPIs are vital to optimize IT processes.
Service Intelligence provides you with an easy-to-use tool for data analysis and root cause analysis. You can create customized ad-hoc analyses and reports on your own by drag & drop – including for multi-dimensional, complex queries. As a result, you directly obtain answers to your concrete questions, identify root causes with your specialist know-how and analytical feel and so tell at a glance where you need to take action.
Examples of ad-hoc analyses and reports:
Service Intelligence means you are not dependent on business intelligence (BI) or reporting experts. That eliminates the extra time and effort as well as misunderstandings arising from the need to communicate with intermediate personnel. You also don’t need any SQL or database expertise for queries and analyses. That means you can fully concentrate on the specific content of your evaluations and obtain immediate results.
Typical questions you answer with ad-hoc analyses:
- With what types of request do you have delivery problems or how does the time you need to handle service requests develop over time and for each business partner?
- In what support group or for which ticket features are there delays in the ticket handling process? Under what conditions do you have increased ticket “ping-pong,” higher ticket idle periods or slow response times?
- Are there patterns indicating emerging ticket peaks (by department, region, category, time frame, priority, etc.) and can they be correlated with the deployment of new releases or changes in the infrastructure?
- Department A held a Microsoft Office training course. Does this cause the MS Office-related ticket volume for users from this department to decrease or do solution times actually get longer because the questions become more complex? What impact will the training course have on individual support groups? What happens to KPIs, both in absolute terms and in relation to the total number of tickets?
- On which of your top-level services were there a warning or an error message within the past 24 hours? How long is the mean time to repair (MTTR) or the mean time between failures (MTBF) per service or per support group?