Business Intelligence (BI) for IT

A business intelligence (BI)-based solution is vital to create transparency on IT’s performance and optimize IT processes in a targeted manner. “Service Intelligence” is a solution that is based on BI concepts and has been specially developed for IT service management and analysis of IT big data.

Service Intelligence is based on a BI architecture and so covers the full functionality of a BI solution – including extraction, transformation and loading (ETL) of data, storage and historization of it in a data warehouse, data processing for analyses and reports and visualization. The solution package contains predefined KPIs and best practices from our many years of ITSM expertise. It is the prerequisite for being able to actively manage your IT with maximum efficiency, security and transparency. General BI solutions cannot deliver that.

Overview of the architecture:

Service Intelligence: Overview of the architecture
Service Intelligence is based on a BI architecture and is open for connection and integration of further ITSM or analysis tools. The solution package contains predefined KPIs and best practices from our many years of ITSM expertise.

Service Intelligence allows further evaluation tools to be integrated. The data is located in relational databases and is processed in data marts with the aid of Mondrian schemas. If required, third-party BI or visualization tools can access them.

The heart of the state-of-the-art Service Intelligence architecture is a central data repository that automatically generates the data warehouse structures and associated data transfer jobs. The data warehouse is based on a data vault data model, meaning customer-specific changes can be carried out quickly and easily. That means extensions and adaptations to your needs are possible without any problems and upgrading is possible in response to release changes.

As a browser-based application, Service Intelligence supports all conventional Internet-capable end-user devices, such as desktop PCs, notebooks and mobile devices like smartphones and tablets.

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