Clear KPIs in IT service management processes thanks to Focused Insights

Case study

Actionable KPI’s with Focused Insights

Customer

Undisclosed

Industry	Banking and Finance
Location	Switzerland
Employees	Undisclosed
Service	Focused Insights

High quality of service expectations require modern IT Service Management (ITSM) processes and teams to run effciently, quickly and effectively. Having access to actionable Key Performance Indicators (KPI’s) and making strategic decisions based on the available information is paramount.

Generally, data has become readily available when you know where to look for it and how to process it. A potentially overwhelming and tideous taks.
With Focused Insights for SAP Solution Manager and blueworks’ expertise, organizations can quickly access real-time data, allowing them to identify trends early, plan startegies and take action.

“So far, we have done manual exports and analyzed the results using Excel. As you can imagine, this is a huge effort and only as up-to-date as we get the exports done.”

Undisclosed Project Manager

The initial situation

Our customer, a Swiss financial institue with global reach, currently is using SAP Solution Manager’s ITSM solution and requires to evaluate a number of KPI’s across multiple areas.

For analysis of these, they have relied on exports from the SAP CRM UI and processed the data using makros in Microsoft Excel. This is a fairly complex process, prone to errors and only delivers results in a retrospective manner.

Our customer approached us to implement an automated method to replace the existing process and that displays up-to-date processed results in a dashboard and reduces the manual workload significantly.

Goal definition

To better understand and visualize the occurred incidents and the resulting creation of incident reports, the ITSM leads defined the following requirements for a Dashboard in SAP Solution Manager.

Based on the business’s requirements a dashboard with four diagrams was is to be developed and implemented. The four diagrams are to display:

Count of incidents reports per day including a trend line.
Count of incident reports per month including a trend line
Count of incident reports per year including a trend line
Count of open incident reports per category

Implementing Focused Insights

As the customers existing ITSM workflows are based on SAP Solution Manager, the Focused Insights add-on was identified as the go-to solution to meet the objective. Focused Insights provides seven different dashboard models for three main user groups across different roles out-of-the box.

The best fitting model solution for our customers requirements is the Operations Control Center (OCC). In particular, the event based triggers and automated daily updates from the attached SAP source systems make it a good fit.

Other benefits include:

the ability to display data in gadgets that allow the users to adjust the displayed information in more detail
the ability to design dynamic dashboards with gadget dependencies that update automatically based on another gadget’s settings
the ability to implement static gadgets that display longterm data and make identifying trends more easy
Adaption of roles and implementation of Fiori tiles in the Launchpad for convenient access to the dashboard

Result

The implemented dashboard displays the four required data points in the central quadrants. The trends are displayed in the top and bottom diagrams.

Focused Insights

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