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.
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
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.
Read more
Tower Ticket Analytics (Service Desk, Deskside, Application, Infrastructure)
Tower Ticket Analytics (Service Desk, Deskside, Application, Infrastructure)
This services harvests insights from specific towers.
Read more
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.
Read more
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.
Read more
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.
Read more
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.
Read more
“
“The material was great. The disconnect in volume to staff ratio in certain assignment groups was very eye opening. This is something which we will have to action especially since we see the effect it has on both response time and resolution time via the data.”
- Costa C “
“Having used Cognos, Tableau, Power BI amongst other analytics tools, the level of detail and automation that can be easily extracted from your tool is impressive. Features like Natural Language Processing and Reporting Automation make it truly an all inclusive tool that I would recommend using on some of our other accounts.”
- Corey F “
“Thank you Aadam for the quick turnaround. This really shows where our focus should be placed and I like the fact that you included a clear roadmap to success. I will be sharing this with the account leads.”
- Dennis S “
“This is great Asif. I thought the presentation went really well. It clearly showed where we are today and where we are headed unless we change our approach and I think that resonated with the operations team.”
- Ryan CGlobal Partners
Experienced data analyst, methodical in approach and with proven abilities of analyzing data and implementing action-oriented solutions to complex business problems through the process improvement frameworks. Experienced in looking at data and making observations based on trends and comparing week to week. Experience in working in sales and marketing with over 25 different clients. Experience in using Google Analytics data for different companies and optimizing websites to increase overall sales and conversions. Experience analyzing sales funnel data for different companies and optimizing funnels to increase conversion rate and decrease cost per conversion.
Bilingual Montreal-based IT operations manager/practice leader with roughly 9 years of experience specializing in the Service Management realm with a Secret level government clearance and ITIL certification. I began my career in IT on the technical side as I hold a DCS in Network Administration; however, as my career progressed, I shifted my interest towards management. I joined CGI in 2011 and helped improve the services provided by both the Service Desk and Incident Management Center through process refinement, earning myself the Global IPC (Incident, Problem and Change Management) Practice Lead title in 2016. I then moved on to manage the operations of CGI’s Incident Management Center located in Montréal with over 25 direct reports, thus ensuring Incident Management coverage around the clock for more than 40 different clients in a variety of sectors. I recently took on a new challenge with IBM as a consultant, driving Analytics and Continual Service Improvement as part of a Service Integration and Management (SIAM) team servicing a large transportation client.
Experienced IT Operations Manager with over 10+ years of experience. Excellent reputation for resolving problems, improving operations performance, and customer satisfaction. Driving service improvement plans and critical situations. Experience in IT infrastructure operations, Service Desk, and Workplace Compute areas. Proven success in leadership, recognized and inspiring team management to excel, and encourage an efficient work environment, positively impacting overall morale and productivity.
Yusuf possess over 10 years management experience in IT application support and project delivery, and 20 years of related experience in an enterprise environment, Yusuf offers strong team management skill and technical problem-solving skills to deliver enterprise applications across the organization. His training includes leadership development (Durham College and Cornell), ITIL v3 certification, customer service, and project management.
Ambitious and highly motivated Service and Strategy Management Specialist with 10 years of experience and a Computer Engineering degree with high honors. Highly competent on ITIL process management and endorsed the experience with ITIL Expert certification.
Worked for the two biggest banks of Turkey in different ITSM roles and had the opportunity to oversee whole IT organization. Currently work as Transformation Lead, and a member of the strategy team.
Known as a result oriented team player who challenges teammates and managers for the next achievable level. Able to work on own initiative, but best at collaborating with others and bringing stakeholders together, can deal with administrative duties competently. Developed interpersonal skills by working with a diverse set of people from all over the IT.
I am a computer generalist with over 11 years experience in software engineering including enterprise, web and mobile applications. I have done development, testing, analysis, planning, coaching and led multinational offshore and local software development teams.
A Cyber Security, Professional with extensive experience in Cyber security Management, Technology Management, Service Management and Project Management. With a career spanning over 15yrs, Alex has experience working in both private and government sectors and has direct working experience from the production floor to the boardroom.
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 :
- Identify Client Pain Points & Business Impact
- Identify Goals and Objectives and Define Expected Outcomes
- Validate Pain Points & Identify Insights via Analytics, and
- 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.
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
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 Logo
