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Striving for an outstanding IT Service Organization
Measuring IT
Huberto GarzaADNPRO SA de CV
www.adnpro.com
Founding partner and Senior Consultant at ADNPRO
19+ yrs experience in IT management and consulting
Last 5 years supporting clients’ improvement initiatives in IT and other business processes
Huberto Garza
www.adnpro.com
Business Intelligence (or BI)
Management tool
Supports control
Increase sales, control expense & maximize resources
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A ‘good’ BI system
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A ‘good’ BI system
$
time
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A ‘good’ BI system
$
time
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Information Technology
Service Delivery
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Information Technology
Business continuity
Business efficiency
Asset protection
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IT Management Areas
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Where to start?
IT Service
Desk
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IT Service Desk
1st point of contact
Knowledge base & tools to support 1st contact fix
Escalation
Track & follow up
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Resolve interruptions
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Effective classification helps in many ways:
Quickly find solutions (workarounds and/or fixes) to Incidents
Properly route Incidents to the correct support group
Gather sufficient data to speed diagnoses by nth level support
Aids in building and maintaining a knowledge base
Improves customer satisfaction
Increases user productivity
Builds maturity toward more proactive operations, etc.
Classification
Source: ITSM Solutions DITY Weekly Newsletter, Vol. 6.8 • February 26, 2010
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1. Types of calls
fault
new or additional services
information, guidance
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2. Ticket classification
Fault
Shipping system
Cannot print
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Ticket priority
3 2
3 3
4 3
1
2
3
Urgency
Impact
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Ticket logging
Resolve according to priority
Aim for a high 1st fix rate
Targets?
SD focus
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SLOs
3 2
3 3
4 3
1
2
3
Urgency
Impact
2 hr8 hr16 hr
40 hr
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Improved resolution & response to business users
Improved system availability
Reduced time spent fire fighting
Improved root cause solving capabilities
Improved project management capabilities
SD cost reduction
Service Desk metrics drive
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Platform
SaaS – ETL Connector
Design Tools
Front End
Data extraction, synchronization and integration with ERPs; data entry templates
Delivering custom-tailored solutions
Decision support system, web browser interface, mobile device support
Predefined models
Support
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How it works
Connector extracts data from customer database, encrypts and sends it to the KPIOL data center
Connector supports nearly any RDBMS and data file format (including .XLS y XML)
Data replication jobs can be scheduled
SaaS ETL Connector
Users access models in real time from web-enabled PCs and mobile devices
KPI Online hosts library of predefined models
KPIOL partner adapts these to specific customer needs, or develops custom solutions
KPIOL knowledge base and community provides valuable support to customers and partners
CustomerDBMS
Internet Internet
AR Expense
Logistics IT
AP Retail
Whs Mfg
CRM Sales Best practices Blogs
Tutorials
Help
KPIOL data center
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IT Performance Management Suite
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IT Performance Management Suite
Demonstration
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1. ADNPRO Service Desk Dashboard
2. KPI Online SaaS
3. Services – adoption of best practices, management by KPIs
Delivery
Questions?
ADNPRO S.A. de C.V.
www.adnpro.com
Huberto Garza
Partner / Senior Consultant
cell +52 1 81.1690.3628
