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5 Innovationsin Service Analytics
Simon KingNumerify
10 years in Service Mgmt
CIO IT Roadmap panelist
ITSMf panelist presenter
ITIL V2 / 3 Foundation Certified
Simon King
linkedin.com/in/sjking2000
@sjking2000
Focus
Meaning
Emotion
But that’s NOT what I’ve been seeing
Promise
Streaming Media provider was not treating internal users as customers
Want 90% SLA attainment across assignment groupsNow spotting assignment groups with declining SLAs
Attainment >90%+ and eliminated error prone reports
IT Service is a Promise
IT Service is a Promise
Text analytics help you understand Why?
Training gaps
Knowledge gaps
Recurring incidents
IT at High Tech company struggling to balance work on Incidents & ProblemsNew aggregated view for Manager and Individual ContributorNow analyzing trends in work load across team members
Met MTTR targets by assigning work based on availability
Team in Harmony
Team in Harmony
Apply lifecycle analysis to understand Why
Elaborate the steps
Compare to norms
Proactive alerting
Strike
Strike to Minimize Business ImpactHotel Chain reacting to revenue impacting incidents
Steps taken- Track business issues- By business segment- Normalize to compare- Calculate revenue
impactNow correlating business events with IT issues
Revenue Managers spot and report outliers
Surprises
At 1’40”
How old is the singer?
www.youtube.com/watch?v=ocnqRuSyoOQ
Surprises
7
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%
Apply dependency mapping to find What
Relate events to incidents
Identify weaknesses
Reduce failed changes
Avoid Unexpected Surprises
Transparency
Transparency Builds TrustChaotic maintenance for inflight WiFi risking SLA attainment
Steps taken- Tracking incidents
by airline and plane- Mobile views for on
duty managersPrioritizing work by plane
Mobile access for real time ops visibility
Geo mapping to understand Where
Mapping locations
Defining norms
Aligning resources
Transparency Builds Trust
In Clean Data we Trust
• Keep status fields clear and accurate
• Select required fields carefully
• Add business data for context
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
Twitter @sjking2000
Resources to Help
Linkedin sjking2000
Web numerify.com/resources
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