It’s time to take back control of your IT Service Management

# Service Catalogue, # Service Level Management, # Capacity Management, # Event and Availability Management, # Service Desk, # Change Management, # Service Asset and Configuration Management, # Release Management, # Knowledge Management, # Incident Management, # Request Fulfilment, # Problem Management

This is a short how to based on the excellent post “It’s time to take back control of your IT Service Management”

“So, what does this mean for ownership of IT Service Management (ITSM) toolsets and data? Increasingly enterprises are reviewing their ITSM approach, in some cases taking ownership back from their major partner.

Own the data, manage your suppliers

Historically many organisations have outsourced key ITSM functions, such as the Service Desk, along with their ITSM toolset and data. Outsourcing of ITSM knowledge has either been contractual or by moving internal expertise to the supplier. But, if only that supplier fully understands the ITSM data – or if multiple suppliers hold their own version of the truth – then how can the organisation manage the services it receives, let alone be accountable for performance to customers and regulators?”

The ability to see how incident, request, problem management is executed and resolved as well as to see how well the service desk support the needs of the business has also sailed up as a priority for the business and IT stakeholders that I work with.

If you need to understand how business (Procurement, Finance, HR), IT, SIAM, cloud and infrastructure services are delivered across ticketing system(s) and service desk(s) to client needs Northcraft Analytics can provide the necessary visibility on execution.

From a business impact perspective Northcraft Analytics would give you the opportunity to deliver better more accurate services, improve process execution and address bottle necks in near real time.

That is if you provide Slack (Collaboration), Salesforce (CRM), Workday (HR) or any other business, IT, SIAM, cloud or infrastructure services Northcraft Analytics would permit to track the request for an account and how fast it is set up, if there are incidents and how well these have been addressed by the Service Desk where tickets are opened.

From a ticketing tool perspective Northcraft Analytics gives you the visibility in to how services are delivered (request) and if there are disruptions and how these are addressed (incident, change) and if raised problems are addressed in time in the service desk. We cover ServiceNow, BMC Remedy, HP, CA across Business, IT, Cloud and infrastructure Services and provide an executive view of how services are delivered with the ability to drill down to the specific transaction in (near) real time in order to improve execution.

This Tableau Executive Dashboard 10 minutes video with geographical, heat and bubble map with the ability to drill down to the transaction level should give you a good overview.

Northcraft Analytics set the service up and leverage best in class presentations layers such as Tableau, Power BI, Sharepoint, Excel (Quick) with unlimited users where you pay a fix fee per process area where we cover 11 of the 24 ITIL processes out of the box.

One of the key challenges we often see with data collection into a data lake / reporting environment is the maintenance of the ETL layer. For example : new fields are added, labels of fields are modified, field types/length, relationships, etc. traditional ETL tools require a lot of effort. Northcraft Analytics provides a solution that is pre-built, incremental, parallel and handles exceptions. 80% of our development effort is the ETL for the enterprise applications we support.

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Service Level Management: , , , ,

Capacity Management:

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Service Desk: , , ,

Change Management: , , , ,

Service Asset and Configuration Management: , , ,

Release Management: , , ,

Knowledge Management: , , ,

Incident Management: , , , , , , ,

Request Fulfillment: , , ,

Problem Management: , , , , ,

It’s time to take back control of your IT Service Management