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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Sample Areas for Ticket Analytics:

  • Enterprise Analytics
  • Tower Analytics (Service Desk, Workplace Compute, SIAM, Infrastructure, Application, Security)
  • P1 & P2 Outage Analytics (Volume, Response, MTTR)
  • Backlog Analytics
  • Client Experience Analytics (CSAT, Escalations, FCR/FCE)

Approach:

  • Collect Data, perform analytics, extract insights, & prepare a report identifying observations and recommendations to improve the service

The key objectives of the engagement are to: 

  • Leverage Descriptive, Diagnostic, Predictive, and Prescriptive Analytics to identify what is happening, why its happening, what will happen and what preventative actions need to be taken.
  • Identify patterns and root causes that are causing issues based on structured & un-structured ticket data analysis
  • Identify opportunity areas to reduce the number and frequency of the issues

DELIVERY EXCELLENCE ASSESSMENTS

Accelerated | Tower | Service | Enterprise

The Delivery Excellence Assessments Service can be leveraged to conduct a high-level assessment of the Operational Management Reference Framework (104 Questions) or tailor the assessments to focus on a Tower, Service, or across the Enterprise.

The assessments can be implemented as a reactive measure to respond to critical situations, a proactive measure to assess the health of the operations, or as part of a comprehensive effort to establish a robust enterprise framework.

The key objectives of the Delivery Excellence Assessments are to: 

Review Effectiveness & Efficiency

Independently evaluate performance relative to Operational Management Reference Framework to assess for effectiveness and efficiency.

Identify Strengths & ‘Best Practices’

Conduct an E2E review of operational performance and identify strengths and best practices.

Highlight Risks & Opportunities

Identify risks and opportunities associated with misalignment with Operational Management Reference Framework.

Drive Continual Service Improvement

Compare to World Class standards and provide recommendations to facilitate continual service improvement, leveraging the shift-left strategy.

Ready to listen to what your data is telling you?