IT Analytics for
ServiceDesk
Presenter’s Name Here
Presenter’s Title Here
1
Agenda
1
What is IT Analytics?
2
Product Overview
3
Capability Comparison
4
Key Features
5
Summary of Benefits
IT Analytics for ServiceDesk
2
What is IT Analytics?
Leverages
Business
Intelligence
Expands on
Traditional
Reporting
• Advanced ad-hoc
data-mining
• Analyze Trends
and historical
information
• Graphical
dashboards and
easy reporting
• User friendly
custom reports
• Export to multiple
formats
• Pivot tables and
charts
IT Analytics for ServiceDesk
Leverages
OLAP Cubes
• Business
intelligence via
multi-dimensional
data exploration
Utilizes
Standard
Technologies
• SQL 2005/2008
Analysis Services &
Reporting Services
3
Product Overview
1
Traditional
Reporting
2
IT Analytics
3
Robust Graphical
Dashboard
4
Multi-Dimensional
Ad-hoc/Pivot
Table Reporting
5
• Multiple report requests can hinder
server performance
• Large databases or complicated queries
may take a long time to run
• Canned reports offer limited options for
customization or data analysis
CMDB
Pivot Chart
Functionality with
Excel Export
IT Analytics for ServiceDesk
4
Product Overview
1
Traditional
Reporting
• Flexible ad-hoc/custom reporting
• Drill-down capabilities
2
IT Analytics
• Multi-dimensional analysis
• Improved server performance
3
Robust Graphical
Dashboard
4
Multi-Dimensional
Ad-hoc/Pivot
Table Reporting
5
• Seamlessly export to Excel & PDF
MS SQL
Reporting Services
Analysis Services
CMDB
Pivot Chart
Functionality with
Excel Export
IT Analytics for ServiceDesk
5
Product Overview
1
Traditional
Reporting
2
IT Analytics
3
Robust Graphical
Dashboard
4
Multi-Dimensional
Ad-hoc/Pivot
Table Reporting
5
Pivot Chart
Functionality with
Excel Export
IT Analytics for ServiceDesk
6
Product Overview
ServiceDesk Changes Cube
1
Traditional
Reporting
2
IT Analytics
3
Robust Graphical
Dashboard
4
Multi-Dimensional
Ad-hoc/Pivot
Table Reporting
5
Pivot Chart
Functionality with
Excel Export
IT Analytics for ServiceDesk
7
Product Overview
ServiceDesk Changes Cube
1
Traditional
Reporting
2
IT Analytics
3
Robust Graphical
Dashboard
4
Multi-Dimensional
Ad-hoc/Pivot
Table Reporting
5
Pivot Chart
Functionality with
Excel Export
IT Analytics for ServiceDesk
8
What IT Analytics Enables You To Do
1
Continuously Improve
ServiceDesk
• Timeliness & quality of
information
• Observe compliance
Standards and reduce
costs
• Top level summary of
your essential
ServiceDesk performance
IT Analytics for ServiceDesk
Solve Existing Scalability
Issues
• Offload reporting burden
from the ServiceDesk
database
• Alternative to previously
long running queries
Resources & Time
Savings
• Replace time-consuming
& complex custom
reporting
• Free-up technical
resources with advanced
SQL knowledge
9
9
ServiceDesk Changes
IT Analytics for ServiceDesk
10
ServiceDesk Incidents Cube
IT Analytics for ServiceDesk
11
ServiceDesk Incidents Cube
IT Analytics for ServiceDesk
12
Incidents by Urgency
IT Analytics for ServiceDesk
13
Incident Trend Dashboard
IT Analytics for ServiceDesk
14
Summary

Optimize your Symantec ServiceDesk
investment

Mine your incident data to optimize incident
times and identify escalating problems

Make it easy for users and managers to
understand problems and fixes

Identify trends and opportunities faster to
accelerate the decision making process

Make fully informed decisions about your
organization’s performance
IT Analytics for ServiceDesk
15
Thank you!
Presenter
title
email
Copyright © 2010 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in
the U.S. and other countries. Other names may be trademarks of their respective owners.
This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied,
are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.
IT Analytics for ServiceDesk
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