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BUSINESS INTELLIGENCE (BI) FOR
ITSM
UDAY BIRAJDAR
WWRUG.COM
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Outline
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BI for ITSM – Need
Phases in BI project for ITSM
BI terminology
Capabilities a BI for ITSM solution should have
Example reports
Vyom Labs BI for ITSM – services and solution demo
About Vyom Labs
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Need of BI For ITSM
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CXO Systems surveyed 1400 CIOs. Key findings included:
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IT executives spend more than a day per week gathering performance information
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The frequency with which CIOs gather information related to different functions does not
correlate well with the importance of those functions.
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The majority of information is received via multiple channels and needs to be collated bottom
up. The following graphs are taken from the report:
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Competing Based On BI
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© 2010 World Wide Remedy Users Group. All Rights Reserved.
BI For ITSM Project
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Phases
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Requirements gathering
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Bottom-Up
Prioritize based on organization and IT objectives
Choose the tool which has In-built KPIs, Reports And Dashboards For ITSM
Data Integration, Reports, Dashboards, Access rights
Deployment
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Top- Down
Design Solution
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Choosing the tool
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Approach
Installation, Testing, Training
Continual Improvement
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Interpret Information, Identify Improvement Areas, Start New Cycle
© 2010 World Wide Remedy Users Group. All Rights Reserved.
BI Terminology
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Metrics, KPI
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Reports, Ad-hoc Reports
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Dimension and Measure, Drill Down Reports, Dashboards
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Metrics
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Metrics refer to the quantitative, periodic assessment of a process, system or function
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Metrics provided in ITIL books are basic one and they need to be applied and expanded
within the context of each organization before it can be effective
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Examples – Number of incidents, Number of failed changes
© 2010 World Wide Remedy Users Group. All Rights Reserved.
BI Terminology
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KPI
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A KPI refers to a specific, agreed level of performance that will be used to measure the
effectiveness of an organization or process
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KPIs should be chosen based on organization goal
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Example
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Organization goal can be “Improve Key Business Application Availability
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KPIs in that case can be – response time, number of failed changes, MTTR, SLA associated with Key
Business Applications and it’s components
© 2010 World Wide Remedy Users Group. All Rights Reserved.
BI For ITSM Solution
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BI For ITSM Solution Should Provide
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In built static and drill down reports based on good practices
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ITIL, COBIT, ISO 20000
Ability to build Ad-hoc reports easily
Dashboard for higher level executives
Built-in Integration with multiple data sources including data from multiple
ITSM/BSM vendor solutions
Combined reports from multiple data sources
Data model to accommodate current and future needs of reports and
dashboards
Granularity of access controls
Scheduling and distribution of reports
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Example Reports
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Service Call Resolution – Location-wise Report
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Purpose: List of Total service calls resolved, Total resolved within SLA, Total resolved outside
SLA, SLA%, average SLA Time, Average time taken
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Output : Summary and Drill-down with count of calls based on location and assigned
workgroup
Category-wise Incident resolution report
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Purpose: Summary of incidents resolved as per category for a selected location, category
and date range
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Output: Summary and Drill-down of information based on Incident category, location and
date range
Number of emergency changes across customers
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Purpose: summary of emergency changes across different customers. The company has
different vendor change management tools for different customers
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Output: Summary and Drill-down of information on emergency changes across different
customers
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Vyom Labs BI For ITSM : Services &
Solution Demo
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BI For ITSM – Vyom Labs Services
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Services for BMC’s SAP/BO based solution And Vyom Labs Oracle BI based solution
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Broad range of services
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Requirements gathering
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Top-down, Bottom-Up
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Leveraging ITIL, ISO 20000, COBIT Expertise
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Solution Design
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Custom reports development
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Ongoing support
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Training
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Results interpretation and continual improvement
BI For ITSM – Vyom Labs Solution
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Developed on oracle BI (OBIEE) platform
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Jumpstart solution
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Support for multiple data sources including different BSM/ITSM solutions including BMC Solutions
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Inbuilt best practices reports, dashboard and drill down reports in single console
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Dimensional database, faster performance
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Vyom Labs BI For ITSM Services And
Solution Demo
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Demo…
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Conclusion
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IT Executives spend good amount of time per week
gathering performance reports
Based on traditional reports one may be able to deduce
what is happening and not why certain thing is
happening
BI solution for ITSM can save time and increase
effectiveness of IT Executives
Good BI solution for ITSM with best practices reports
built-in, first rollout based on priorities, PDCA cycles can
give good results
© 2010 World Wide Remedy Users Group. All Rights Reserved.
Question/Discussions
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© 2010 World Wide Remedy Users Group. All Rights Reserved.
Thank You
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Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
Aditi Samruddhi, Baner, Pune-411045, India.
Email: uday@vyomlabs.com
Web Site: www.vyomlabs.com
© 2010 World Wide Remedy Users Group. All Rights Reserved.