1. Business Intelligence(BI) for ITSM
iWare Logic Technologies Pvt. Ltd.
- Jyotsna Shahi Manhas
BI & DW Consultant
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2. Disclaimer
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 All other trademarks, service marks and logos used in this webinar are the trademarks, service
marks or logos of their respective owners.
 The views expressed by the speaker in this webinar solely resemble his own views and do not
necessarily reflect the views of iWare Logic Technologies Pvt. Ltd.
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3. Agenda
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Challenges faced by CIO's and IT managers
Recommended solutions to the challenges
Business Intelligence for ITSM
Why BI is essential for ITSM
Features & Benefits
Recommended Modules in Business intelligence for ITSM
BI for ITSM hands -- on experience
Solved – Challenges faced by CIO's and IT Managers
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4. Challenges faced by CIO's & IT managers
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Almost all the IT managers have questions with respect to their organization; some common
questions are as-
 How can you increase the profit of the organization by removing the non performing engineers of
your team?
 How can you derive mean time taken for the incident and problem wise resolution?
The status of each incident against the count e.g. which all issues are assigned? which are pending?
Etc.
How many number of problems and incidents are associated with specific location?
Which all departments got the maximum number of requests?
Which all support groups were able to meet the SLA thus would help you in the appraisal of the
departments?
What's the aging of all the open incidents/problems? and moreover to find out which all incidents
take more time to resolve and why?
What are the major issues faced by operational category in order to take measures needed to increase
the productivity of the organization?
How to manage the ETL for various data sources?
How to develop common reporting across various ITSM tools?
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5. Recommend Solutions to these challenges
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Business Intelligence for ITSM reports provide a solution to all the above listed challenges.
Reports and dashboard can be prepared via BI tool.
Reports can be generated on Incident, Problem, Service Level and Change Request modules.
BI tool offers choices to the end user in terms of dashboard prompt & selection of the date range.
A choice to the end user to select the 'view' in which they want to preview their required report on
the dashboard
So to provide a tactical advantage on the above challenges is what the BI tool aims at.
The slides that are to follow will make us aware as to how BI is the only solution to resolve the already
detailed questions
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6. Business Intelligence for ITSM
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7. Why is BI needed for ITSM
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Through BI following components can be included:
Warehouse database designed for analytical processing.
Routines to extract, transform, and load (ETL) data from Oracle or MS SQL Server transactional and
external data sources into target warehouse. With SQL Server database SSIS comes free wherein ETL
routines need not be written and with Oracle11g database OWB is also free wherein the ETL routines
can be written.
Repository with business models configured to work with the Warehouse.
Presentation catalog with prebuilt requests, prompts, filters, and role-based dashboards.
Accessing content in the Presentation Catalog and data in the Warehouse.
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8. Features and benefits
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 In built static and drill down reports
 Ability to build Ad-hoc reports easily
 Dashboard for higher level executives
 Combined reports
 Data model to accommodate current and future needs of reports and dashboards
 Granularity of access controls
 Oracle Business Intelligence platform provides lots of solution to ITSM issues
 Allows access of information, assess it, identify issues, diagnose causes, and act to correct issues
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9. Understanding flow of BI in ITSM
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With help of OBI (Oracle Business Intelligence) we can analyze business processes/data easily. It
determines whether the business is on track or not.
Various reports can be designed for modules like Incident Management, Service Level Management,
Problem Management, Change Management, etc.
All this is done by gathering the business requirements.
First repository is built. Repository contains metadata information.
Separate business model is created for each module.
Find out the dimensions and facts and build relationship between them.
Create the various types of measures in each Fact according to model.
Reports creation:
Various reports can be created for each module. All reports can be based on date period/interval.
Which will give results either monthly, weekly or daily with filters based on location, category, support
group, time, etc.
Dashboards can be created for each model.
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10. Recommended Modules in business intelligence for ITSM
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 Incident Management
 Problem Management
 WorkOrder Management
 Service Level Management
 Service Request Management
 Change Management
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11. BI for ITSM hands-on experience
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 Launch Demo
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12. Solved- Challenges faced by CIO's and IT managers
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 You saw how can you increase the profit of the organization by removing the non performing engineers
of your team
 You came to know mean time taken for the incident and problem wise resolutione.g. you can find the
average time taken for the resolution of an issue
 You came to know about status of each incident against the count e.g. which all issues are assigned?
which are pending? etc.
 The number of problems and incidents are associated with specific location e.g. you can make changes
in specific locations accordingly.
 Which all departments got the maximum number of requests. Accordingly, you can assign more
allowances to that department.
 You could now figure out which all support groups were able to meet the SLA thus would help you in the
appraisal of the departments
 You can now easily tell the aging of all the open incidents/problems, hence, you can find out will all
incidents took more time to resolve and why?
 Now you know the major issues faced by operational category, accordingly, you can make the changes
and increase the productivity of the organization
 Prebuilt ETL for multiple data sources which may include BMC Remedy ITSM, HP service manager,
BPPM, Nagios, OTRS etc can be made
 There can be a common reporting across different BSM/ITSM tools
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13. Q & A Session
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Qu
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14. Contact Us
iWare Logic Technologies Pvt. Ltd.
www.iwarelogic.com
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Our Locations:
Pune, India (Head Quarters)
Bangalore, India
Tulsa, OK, USA
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15. iWare Logic Technologies Pvt. Ltd.
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