Business processes in enterprises are often extensively supported by the use of information technology (IT). Many companies make use of the support of external service providers, either completely or at least partially.
To organize and manage the IT processes, the IT infrastructure library (ITIL) served as a model. ITIL describes the necessary parts of the IT service life cycle, from strategy up to operation and an ongoing improvement.
As part of the “service operation” process, i.e. the operation, T-Systems took over the role of the support in the field of Business Intelligence (BI) for Europe’s largest automobile manufacturer.
According to contractual requirements a process to describe the ITIL oriented approach was established. This includes incident, problem, known error and change management.
To capture the process quality and the compliance with the SLAs (Service Level Agreements) and to take responsibility for it towards the automobile manufacturer, a corresponding monitoring solution is necessary. When the project started, some measuring points did already exist rudimentary, but did not allow an interactive and overarching analysis in fields mentioned.
For this reason, an appropriate solution was developed, implemented and taken into operation in cooperation with TIQ Solutions.
In close collaboration, additional data sources of the respective ticket systems were connected iteratively and already existing midget solutions were integrated into an established QlikView® application. In this way, the data sources were supplemented with options to introduce treshold values for key performance indicators (KPIs) or filters for the base stock of the evaluation.
Additionally, opportunities were created to integrate distinct labor information of the respective field.
These include, for example, individual case decisions by the superior management or simple labor notes of the responsible managers of the sub-fields.
The extended QlikView® application contains analysis and display options of existing KPI dashboards. These include i.a. time series analyses, trend reports as well as detailed analyses of individual tickets from different perspectives.
This solution created a consistent and extensive platform, which provides a fast and informative view on the condition of the provided support. This enables a rapid detection of foci, a clear presentation of responsibilities and dependencies as well as their impact on the whole process. Furthermore, the necessary conditions to easily capture and communicate the SLAs towards the customers were created. With this solution, forecast processes for i.a. change and capacity management are easy to display. Due to an isolation from already known topics, the analysis of new problematic cases was simplified for the user through the insertion of individual filters, such as whitelist and blacklist.