V Pink Perspectives Metrics Management Overview

Transcription

1 V Pink Perspectives Metrics Management Overview

2 The Vision for Metrics Management Leverage data directly Automatically consolidate and transform data into interactive, visual presentations Make it practical Transform into views that match user modes : alerts, daily ops, strategic Always available From real-time through to executive metrics, web and mobile devices

3 Consolidated Metrics for IT Service Management ITSM Metrics Solutions Suite

4 ITSM Metrics 360 Views of Key Performance Each has different focus and needs different views Senior Executives & Board Views can be both internal and external, all controlled by security Partners Peers Customers Management Team Members

5 Contact Center Metrics Example Web, Mobile and Readerboard Views of ITSM Metrics ACD and Service Desk Integration for Real- Time SLA Management demo

6 Change Management Metrics Mobile and Web Views

7 ActiveMetrics for ITSM -Architecture Overview Incident Problem Executive View Change CMDB Avail. Notification External Authentication Scorecard Capacity ACD EMS/NMS SLA Web Services SaaS Metrics Collection Server Metrics Catalogue Metrics Repository (MDB) ActiveMetrics Framework Graphical Rendering Module Transformation Engine A C C E S S C O N T R O L Management View Staff View ID Code Loc Forms Input Intervals Formulas Groupings Model Organization Hierarchy Strategy/ Vision Service Improvement Model Mobile

8 Global Incident Management Metrics Manager View Interactive Demo Before After

9 Global Change Management Metrics Exec Video Wall View

10 Sample IT Financial Metrics (Budgets vs Actuals)

11 AT&T Project Background $2.5B Project Conversion of 2,000 Cell Sites No Universal Project Tracking System Many disparate project tracking systems PureShare solution delivered in 30 days Now the single, central and current source for status

12 Project Zodiac Demo

13 NMC/NOC Consolidated Technical Ops Metrics NetCool Example Before: (Native NMS Reporting Tool Output) After:

14 Balanced Scorecard

15 Metrics Bridge Across SaaS and On-Premise Systems Executive View Web Services SaaS API Management View Scorecard On-Premise ITSM Systems/Data PeopleSoft Oracle Staff View Openview Internal Applications Remote Agent Customer View Headcount Sick Days UnAlloc Hrs Forms Input

16 Metrics and Reporting System (MARS) Overview MARS is a day-to-day management tool that provides access to operational metrics. MARS contains both pre-built canned reports as well as interactive reports referred to as Dashboards. Data MARS Users Systems OSS Databases Remedy Web Portal Users receive scheduled reports via Back Office Netcool Scheduled Reports Canned Reports Users run pre-built Canned reports using parameters Other Other Interactive Reports / Dashboards Users view dashboards

17 Incident/Problem Trends Mouseover Example

18 5 Guiding Principles: CIO Tenets Transparency Full visibility to performance measures per security-based access. Automation Where possible, direct connections to systems and data sources of record. Clarity Unambiguous displays and mouseovers that show who measures are for, how they are used and why they are relevant/important. Context Always answer the question So What? with contextual references Continual Improvement Improving performance measures is an on-going process that will evolve as organizations evolve..with no clear end.

19 About PureShare PureShare is an Enterprise Software Company focused on IT Metrics Management Solutions. Deploying enterprise solutions since Self-funded, privately-held and profitable. Dedicated to the success of clients, partners and stakeholders. Legacy of rapid implementations, high-roi results and solutions that scale to worldwide use. Global network of Technology and VAR Partners. Proven in name-brand clients worldwide.

20 Clients: An Industry Cross Section

21 For More Information: Rich Razon