Northcraft Analytics. Overview

Transcription

1 Northcraft Analytics Overview

2 Metrics Discovery Advanced Analytical Capabilities Simple for Anyone Unlimited User Licenses Quick Implementation 2 Why Northcraft?

3 What s in the catalog? Metrics Catalog & Discovery Incident Management KPIs 28 Incident Counts - 48 Incident Durations - 18 Performance Metrics - 33 Performance Targets - 64 Rolling Averages - 21 Problem Management KPIs 22 Counts 16 Durations 10 Performance Metrics 22 Performance Targets 44 Change Management KPIs 36 Change Counts 48 Change Status 12 Change Durations 4 Outages 4 Performance Metrics 30 Performance Targets - 50 Service Level Management KPIs 9 Cost 4 Counts 10 Durations 9 Performance Metrics 3 Performance Targets 8 Rolling Averages - 1 Asset and Configuration Management KPIs 20 Contracts 7 Counts 21 Durations 5 Financial 24 Impact 3 Performance Metrics 20 Performance Targets - 44 Release Management KPIs 19 Financial 5 Performance Metrics 15 Performance Targets 30 Release Counts 20 Release Durations - 6 The Quants come to IT Service Management Knowledge Management **New** Request Management **New** 3

4 One Metric, In-depth Metrics Catalog & Discovery 1.1 Average time for second level to respond The average time it takes for a Tier 2 support group to begin action on an incident after it has been assigned from a Front Line representative. Purpose: To determine bottlenecks in the assignment process from 1 st tier Service/Help Desk to 2 nd tier that could be due to incorrect configuration of assignment workflow, mis-communication, high workload on certain groups (especially when filtered by additional Categorizations) or negligence. External/Internal Metric: Fully External (no data influence potential) Formula Time for 2 nd Tier to Respond /Incidents Assigned to 2 nd Tier Component measures Time for 2 nd Tier to Respond For any incident that is assigned to a Tier 1 support group and subsequently assigned to a Tier 2 support group, the difference between two dates: The date the incident is assigned to the Tier 2 support group The next date the status is modified. Process looks at a sequenced view of the Help Desk Assignment Log to obtain these values Incidents Assigned to 2 nd Tier Incidents that have been assigned from a support group with a Support Group Role of Tier 1 to a support group with a support group role of Tier 2 The Quants come to IT Service Management 4

5 Executive Dashboards Excel Based Ad-Hoc Reporting Optional SharePoint Integration Dynamic Reports Suite Drill Into ITSM Platform 5 Technical Differentiators

6 Management by Metrics Executive Dashboards Web-Based SharePoint Integrated (optional) Capture operational performance at a glance 6

7 Fast, User-Friendly, Flexible Excel Based Ad Hoc Reporting Incident and Service Level Management Module Serious Metrics (A2FSL2R) Drag and drop Fields Chart and Graph in seconds Drilldown and Drill-through PivotTable Interface No additional training No third-party tools to buy Use Excel to develop ad-hoc reports with a PivotTable interface to the metrics database 7

8 Fast, User-Friendly, Flexible Excel Based Ad Hoc Reporting Configuration/Asset Management Module What s installed on my servers? How many incidents for this CI? How long has it been down? How long did it take to receive? What s connected to it? Use Excel to develop ad hoc reports with a PivotTable interface to the metrics database 8

9 Collaborate & Communicate SharePoint Integration ACM, SLM, Incident and Change Examples Customizable Dashboards Integrated Standard Reports Drill-through to ITSM Platform Enhance Collaboration Advanced Metrics for ITSM was designed with SharePoint in mind 9

10 Focus, Target, and Act Standard Report Suite Hundreds of high-quality reports Target based formatting Drill from summary to detail Selectable parameters Drill-through to ITSM Platform Deploy in Web stand-alone or SharePoint-Integrated Target based reporting highlight root causes of performance 10

11 Integrate all Functions of Management Drill Into ITSM Platform Drill Down Alert Drill Through Identify Remedy Drill from dashboards to detail to direct access to BMC Remedy TM (shown here) 11

12 Robust Business Intelligence Suite Metrics with Business Value Integrated with Familiar Technologies Quick Path to Value 12

13 Sample Customers, different sizes and verticals 13