Enhancing Outsourced IT Operations through Data-Driven Proactivity

Objectives

In our project, we recognized that the current process of reporting Service Level Agreements (SLAs) for outsourced IT operations is reactive and lacks the ability to proactively identify potential improvements or address issues. To enhance efficiency and effectiveness, we propose shifting from mere SLA reporting to a data-driven approach. By analyzing trends and providing actionable insights, we aim to optimize operations and deliver better outcomes. 📊💡

Scope

1. Data Collection and Analysis:
   • Gather relevant data from various sources, including incident logs, performance metrics, and historical records.
   • Analyze this data to identify patterns, trends, and anomalies related to SLAs, service quality, and operational efficiency.
2. Trend Identification:
   • Focus on key performance indicators (KPIs) such as response time, resolution time, and uptime.
3. Proactive Suggestions:
   • Generate proactive recommendations based on identified trends.
   • For example, if a recurring issue is detected during specific hours, suggest adjustments to resource allocation or preventive maintenance during those times.
4. Dashboard and Reporting:
   • Create an interactive dashboard that visualizes SLA performance, trends, and improvement opportunities.
   • Provide real-time insights to stakeholders, including IT managers, support teams, and decision-makers.
5. Collaboration with Customer:
   • Share insights and improvement suggestions to jointly enhance service delivery.
6. Continuous Improvement:
   • Implement a feedback loop to monitor the impact of suggested improvements.

Technology Stack

• BI Tool: Power BI
• Database: SQL
• ITSM Tool: ServiceNow

Outcome

• Improved SLA compliance and service quality.
• Reduced incidents and faster issue resolution.
• Cost savings through optimized resource allocation.

When: 2018