About Us

Our Jnana IPC Analytics journey began 22+ years ago and comprises of global experience across a diverse set of industries and countries. With Clients from Central and Eastern Europe, Middle East, Africa, Turkey, North America and Asia, we have gleaned insights from millions of records of ITSM data to enable us to identify and provide recommendations to remediate issues in a timely manner.

Executive Summary

Are You Achieving Your Business Goals?

Achieving this goal in today’s challenging and turbulent economic conditions has become increasingly difficult. Businesses responding to competitive threats, technology changes, financial strains, and demanding end users, are under enormous pressure to implement change.

The pressures are further compounded as the businesses deal with inadequate management & governance systems, ineffective processes, technology & tools prone to failures, and a dissatisfied & disconnected workforce.

The results are significant enterprise outages which are impacting revenues, causing perception issues & reputational damage, employee & customer attrition, and additional spend on new technologies, consulting services, and transformational projects.

Can You Relate To Some Of These Business Challenges?

What are you struggling with?

  • High Number Of Service Outages And Disruptions
  • Prolonged Downtimes And Service Restoration Times
  • Dissatisfied And Disgruntled Customers and Employees
  • Degraded Performance From New Technologies
  • Inconsistent Service Across The Enterprise
  • Inability To Sustain Basic Service Levels
  • Poor Service Availability
  • Issues With Attaining Customer Satisfaction, Revenue, & Profits Targets
  • Negative Senior Executive Attention

What Impact Is That Having?

  • Revenue Losses Attributed To Inconsistent Service Availability Across Platforms.
  • Negative Service Experience Affecting Front Office Staff’s Ability To Sell Products.
  • Revenue Targets Not Being Achieved.
  • Reputational Damages And Perception Issues With The General Public On The Continuous Downtime Of Service Platforms.
  • Employee And Customer Attrition.
  • Additional Spend On New Technologies and Consulting Services To Correct The Problems.

The Jnana Analytics Framework

Identify Client Pain Points
&
Business Impact

Seek clarity on the specific pain points that the business is facing

Understand the impact the pain points are having on the business

Conduct an Accelerated Assessment to further detail the pain points

Identify Goals & Objectives
&
Define Expected Outcomes

Seek clarity on the Client’s goals and objectives

Understand and define specific outcomes the Client is expecting

Establish SMART measurable goals and business outcomes

Validate Pain Points
&
Identify New Insights

Conduct data analysis to validate the Client paint points

Harvest the data to identify previously unknown insights

Conduct structured and unstructured text and sentiment analytics

Develop Action Plan
&
Communicate Findings

Use the insights from the analytics to communicate the findings and recommendations

Develop a set of prescriptive actions that directly address the Client pain points, goals, and objectives

Compare to operational management reference framework

Ticket Analytics

Our Services

One-Time Ticket Analytics | Subscription Based Ticket Analytics | Delivery Excellence Assessments

The Ticket Analytics Service can be purchased as a One-Time Service to address an immediate problem or a Subscription Based Service set at a defined frequency (Bi-Weekly, Monthly, Semi-Annually, Annually). It’s designed to address challenges Clients are facing with missed SLAs, service disruptions & outages, degraded performance, prolonged downtimes, negative customer experience, and numerous other operational issues.

Enterprise Ticket Analytics (Full Environmental Scan Of All Services)

Enterprise Ticket Analytics (Full Environmental Scan Of All Services)

This service harvests insights from all the ticket data.

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Tower Ticket Analytics (Service Desk, Deskside, Application, Infrastructure)

Tower Ticket Analytics (Service Desk, Deskside, Application, Infrastructure)

This services harvests insights from specific towers.

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ITSM Ticket Analytics (Major Incident, Incident, Problem, Change, Service Requests, Chat)

ITSM Ticket Analytics (Major Incident, Incident, Problem, Change, Service Requests, Chat)

This service focuses on certain ITSM processes.

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Client Experience Analytics (CSAT, Escalation, FCR/FCE, Response/Resolve Times, Ticket Backlogs)

Client Experience Analytics (CSAT, Escalation, FCR/FCE, Response/Resolve Times, Ticket Backlogs)

This service harvest the data to improve client experience.

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Application Analytics (Applications, Email, VPN, Password, Printer Issues)

Application Analytics (Applications, Email, VPN, Password, Printer Issues)

This service focuses on the top drivers, their cause and remediation.

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Delivery Excellence Assessments (Operational Health Check of Enterprise Performance, Tower(s) Performance, or Services Performance.)

Delivery Excellence Assessments (Operational Health Check of Enterprise Performance, Tower(s) Performance, or Services Performance.)

This service focuses on conducting a health check against best practices.

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Our Team

Global Partners

Aadam Lodhi – Canada
Aadam Lodhi – Canada
Lead Partner
Brand Design · Web Development · Digital Marketing · Content Strategy · Email Marketing · Lead Generation · Marketing Strategy · Web Design · Search Engine Optimization (SEO) · Application Development
Philippe Auclair – Canada
Philippe Auclair – Canada
Service Management
Ambitious and highly motivated Service and Strategy Management Specialist with 10 years of experienc.
Zoltan Theil – Belgium
Zoltan Theil – Belgium
Delivery Leader
Experienced IT Operations Manager with over 10+ years of experience. Excellent reputation for resolving problems,
Yusuf Suliman – Canada
Yusuf Suliman – Canada
Sales
Yusuf possess over 10 years management experience in IT application support and project delivery.
Baris Bahar – Turkey
Baris Bahar – Turkey
Service Management
Ambitious and highly motivated Service and Strategy Management Specialist with 10 years of experienc.
Osman Alpay – US
Osman Alpay – US
Development
I am a computer generalist with over 11 years experience in software engineering including enterprise.
Alex Aplerh-Doku – Africa
Alex Aplerh-Doku – Africa
Infrastructure And Security
Ambitious and highly motivated Service and Strategy Management Specialist with 10 years of experienc.

Timeline

The One-Time Service Performance Review is geared towards Clients that are struggling with either specific issues or would like a general assessment of the environment or area.

Within the 4-week period, the team will :

  1. Identify Client Pain Points & Business Impact
  2. Identify Goals and Objectives and Define Expected Outcomes
  3. Validate Pain Points & Identify Insights via Analytics, and
  4. Develop Action Plans & Communication Findings.

Top CIO Focus Areas

CIOs are busy as it is with challenges they are facing from financial strains, competitive threats, and an aging and ever-changing technology. What they do not have time for is a disruptive IT landscape that is contributing to their overall challenges.

The CIOs primary focus areas for Operations is to Improve the Client Experience by Reducing Volumes and Improving Response/Resolve Times.

At Jnana IPC Analytics, we use our toolset, our operational management reference framework, our global use cases, and our shift-left mindset to strengthen service performance management, improve the knowledge/quality/skills, and drive continual service improvement.

Why Us

Jnana IPC Toolset | Jnana Operational Management Framework

  • More than a reporting and dashboarding tool
  • Guided steps to conduct Quantitative and Qualitative Analysis
  • Proven approach to uncovering key patterns and trends hidden within structured and unstructured ticket data
  • Developed over 20+ yrs. of Global Operational experience
  • Focused on Operational Management, First Line Management, Upline Management, And People Management Systems
Why Us

Jnana Global Use Cases | Jnana Shift-Left Strategy

  • The Use Cases have been developed from extensive global experience across a diverse set of industries and countries
  • These issues exist across almost all organizations
  • Shift left principle focused on sharing knowledge across your organization
  • Issues resolved much quicker and closer to the source, clients are up and running much faster
Clients

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Ready to listen to what your data is telling you?