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ITSM Analytics

Information Technology has become the backbone of almost every business in the last few decades, driving productivity and efficiency in every business function. Today, IT organizations have more data than ever before. Whether its service ticket management, asset tracking, budgeting, staffing, or infrastructure and platform monitoring — that data has the power to speed up and simplify your job.

The 4 core IT processes

ITSM (or IT Service Management) refers to all the activities involved in designing, creating, delivering, supporting and managing the lifecycle of IT services.

What are IT services? Think of any piece of information technology at your workplace — from business critical services like ERP systems to less critical stuff like your laptop, the apps installed on it. They’re all services provided by internal or external IT service providers who are responsible for the end-to end service lifecycle from design through deployment to continuous improvement and termination.

Why you need ITSM?

· Improve (internal) customer experience

· Better control and governance

· Better Business — IT alignment

· Reduce costs and risk

· Increased efficiency

· Transparent Service Levels

· Standardization

There are many tools that provide service desk and/or monitoring functionalities, but ITSM tools generally lack the sophisticated analytics and dashboarding capabilities we data heads are used to. Luckily we can always use our favourite analytic tools to tackle these kind of challenges.

Why you need ITSM Analytics?

In a complex, heterogeneous environment of tools, infrastructure and organizations, there is no single window to access and analyze IT Service Management data. This lack of visibility is a barrier of sufficient governance, driving inefficiencies and increasing the cost of delivering services.

Platforms like Tableau or Power BI allow companies to bridge the gap between information silos and to analyze all IT service related data in one single place. This integrated approach enables you to create detailed domain specific dashboards for the various roles including subject matter experts, service managers and executives to provide insights into the performance, costs, health and availability of IT services. These dashboards need to be easily customizable and be able to provide drill-down and drill-across functionality. This will allow businesses to understand how well IT services are meeting business objectives and agreed service levels.

Our two example ITSM dashboards help application owners and service managers track the performance and availability of all applications, number of incidents and requests as well as trends in resolution time.

Let me know if you have feedback, suggestions or questions.




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Ivett Kovács

Ivett Kovács

Data Visualization Designer | Tableau Zen Master & Public Ambassador | Grayscale Studio

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