Application ticket analytics
Many of the challenges organizations face with Service Outages, Prolonged Downtimes, Inconsistent Service, and Poor Service Availability can be attributed to overall Enterprise Capability, specific Towers, ITSM processes, and in some cases, the challenges can be a result of specific applications. Organizations can be dealing with chronic issues with a certain set of applications that might require modernization, organizations can be dealing with enterprise wide email issues that are impacting the organization’s ability to conduct business, organizations can also be dealing with VPN issues, printer issues and many other specific issues that require drill down analysis.
The Objective of the process :
The Objective of the Application ticket analytics process is to harvest the ITSM data and extract actionable insights that can point to the cause of the issues and lead to remediation actions that can deliver long-term results.
- The volumetric analytics can yield insights into trends, patterns and cyclical behaviours/seasonal patterns.
- The descriptive analytics can help to explain what is happening taking the entire organization into account. This allows for establishing correlations amongst teams, types of issues, etc.
- The diagnostic analytics allows for identification causality. Once we learn what happened, we can better focus on why it happened. Who caused it. What caused it.
- Leveraging predictive analytics, we can then determine what can happen if nothing changes in the current system. Whether using PBA analysis or cutting edge predictive algorithms, organizations can forecast out and see what can be expected.
- Finally, leveraging prescriptive analytics, this is where recommendations engines can be used to determine based on what is happening, why it’s happening, and what will happen if nothing changes. What changes should be implemented.
Sample list of benefits :
- Reduced number of service disruptions
- Improve response and resolve times
- Improved Incident Management handling (Ticket quality, Misrouted tickets, Ticket Bounces, Aging Tickets)
- Improved Change Management success rates
- Improved management of Proactive and Reactive Problem Tickets
- Improved fulfillment rates for Service Requests
Sample list of observations :
- Delayed response to Major Incidents and prolonged restoration times
- Poor ticket quality and ticket handling
- Unauthorized changes, high emergency/expedited changes, high failed/implemented with problems changes
- Lack of proactive/preventative problem tickets or timely closure of problem tickets
- Delays in fulfilling Service Requests in a timely manner resulting in business impact
Sample list of recommendations :
- Strengthen the Major Incident Management team. Provide training to MI Coordinators
- Implement Service Performance Management reporting, Dashboard and Quality Management systems
- Implement fortified change management practices
- Implement Problem Management reviews
- Track Service Request performance metrics