At Netflix, a global streaming provider with more than 80 million subscribers, the IT department is responsible for ensuring the company’s employees receive superior IT service. Yet the team was relying on a painful manual process for building reports, and lacked the tools to drill into issues like service alert triggers.
Netflix chose Numerify for its ease of implementation, robust analytical capabilities, and rapid report creation.
The Numerify dashboards enable company executives to access high-level performance metrics, while IT leaders utilize the platform’s analytical insights to make informed decisions that benefit the entire business.
Financial software provider Intuit enjoyed increased efficiency with ServiceNow, but found their data insights limited and their time occupied by report building. The company realized an analytics solution would help IT better understand their data, yet didn’t want to undertake the project internally.
Intuit selected Numerify’s pre-built analytics, which gave them the freedom to generate more comprehensive IT insights. With Numerify, the team began creating data visualizations to identify issues and drive continual service improvements.
Deploying Numerify saved Intuit’s team hundreds of hours and thousands of dollars, allowing their personnel to focus on critical IT work.
The IT service team at specialty outdoor retailer REI was spending hundreds of hours annually generating reports on their ServiceNow data — and still had only limited visibility of IT processes.
The department searched for an analytics solution that would give them greater insight into IT operations and could adapt to their retail-specific needs.
The IT team began using Numerify’s data-driven intelligence to automate report creation, streamline operations, and improve service desk performance. Numerify also enabled the team to visualize incidents across stores and identify urgent IT issues before peak retail seasons.
TiVo, a leading developer of digital video recorders, needed to monitor volume and SLAs for incidents from Managed Service Operators to avoid contractual penalties. SLAs and financial penalties varied based on the MSO, which presented a management challenge.
Using Numerify, TiVo was able to pinpoint top MSO-facing applications causing major service outages. By auditing incident reassignments correlated to SLA violations, TiVo identified actionable measures such as process improvements, documentation, or automated alerts to avoid future breaches.
TiVo’s IT division gained the visibility to proactively manage incident and request backlog to improve department, team, and agent productivity.
The Director of ITSM at healthcare services company Cardinal Health knew the team lacked oversight of incident management operations. The existing help desk structure did not effectively categorize incidents, making it difficult to capture incident data or understand ticket volume.
Cardinal turned to Numerify to address two main issues: to better organize incoming requests, and to increase visibility of incident volume, type, and duration.
With Numerify, the IT team has reduced incident volume and developed a faster resolution process for simple requests. Cardinal also used Numerify to better allocate resources, and no longer needed to backfill multiple Call Analyst positions.
Arizona State University
Arizona State University, one of the world’s top 100 research universities, had IT leaders with business intelligence backgrounds who wanted a better view of what was going on with their ServiceNow implementation after one year. They were unable to get the information they needed from in-app reporting alone.
ASU deployed Numerify, using survey data to analyze customer satisfaction, including the percentage of positive responses for incidents and service requests.
Incident reassignment analysis allowed IT to focus on incidents that had been reassigned multiple times and identify backlog issues or where additional agent training was needed.
Coach, a luxury fashion company with more than 1,000 stores worldwide, lacked visibility into its service desk operations. The change process owner was concerned about compliance issues around a change blackout policy, and the department also wanted to understand and reduce change failures.
Coach used Numerify’s ad-hoc dashboards to review weekly breakdowns of application-specific changes and identify noncompliance issues pertaining to the blackout policy.
Furthermore, the company’s IT leaders applied Numerify to track monthly change rates, drill into the root cause of failed changes, and gain control of their service processes.
University of San Francisco
The University of San Francisco’s ITS division faced increasing complexity and growing demand for resources as their help desk evolved into a broader client support services organization.
The ITS director needed to tighten three key areas of service management: improving visibility of backlogs, consolidating operational reports into flexible dashboards, and identifying outliers that skewed metrics.
Numerify’s dashboards combined service request and asset data to tame the team’s procurement and deployment process, which often ran late and caused complaints. IT managers gained daily insight into progress, bottlenecks, and resource requirements — without the pain of manually creating reports.
Palo Alto Networks
At Palo Alto Networks, a network security company, a new Director of Customer Success with a deep analytical background wanted powerful operational dashboards without spending a lot of time manually compiling reports.
The IT department employed Numerify to track outages, manage service desk performance, reduce outages and PI incidents, and analyze agent performance to minimize incident backlog. Monitoring major changes versus incidents allowed IT to oversee and reduce incident-causing developments.
With Numerify, Palo Alto Networks now has visibility of data they couldn’t previously see, and can easily compile the metrics needed for reports to senior leadership.
Weill Cornell Medical College
Weill Cornell Medical College, a top-ranked clinical and medical facility, wanted to provide IT leaders with a more transparent view of service delivery. Their department also needed a way for IT analysts to drill into data and perform root cause analysis.
Weill Cornell chose Numerify’s analytics application to help them understand trends, determine staffing priorities, identify recurring issues, and explore service improvements.
Numerify gave the IT team domain best practices in the form of hundreds of metrics, reports, and dashboards. The application offered Weill Cornell a comprehensive view of IT service performance to drive operational efficiency.
Mercury Insurance needed stronger analytics to streamline IT support for their thousands of agents spread across 13 U.S. states. The IT department selected Numerify to better leverage data, optimize operations, and enhance service.
Mercury’s IT team employed Numerify IT Service Analytics to audit service request volume and underlying patterns. Using Numerify, the team discovered which product introductions required advanced training and pinpointed which agents needed specialized support.
With Numerify’s analytics, the department was able to identify the root cause of service calls and then implement measures to proactively help agents during the adoption process.
PGi, a global provider of collaboration technology, tracked key service metrics with monthly reports that took their IT team 55 hours to build. But the VP of ITSM realized these reports weren’t yielding valuable insights.
PGi turned to Numerify to decrease the time spent generating reports and develop analyses that produced relevant operational intelligence.
By partnering with Numerify, the department gained back those 55 hours and were able to pinpoint problems they didn’t know existed. Numerify enabled PGi to make more informed business decisions and improve service for the 50,000 customers who rely on their IT team.
Spansion, the semiconductor manufacturer that merged with Cypress in 2015, had previously relied on analyses performed externally to understand their data. Their IT department desired greater visibility to improve the quality of their support and identify ways to be more cost-effective.
Spansion used Numerify’s dashboards to drill into their IT service management processes and monitor key metrics. With Numerify, the IT department gained the ability to add more dimensions when evaluating KPIs and to slice and dice their data in diverse ways.
At Rambus, the leading semiconductor and IP provider, the VP of IT sought greater visibility of underlying IT issues to facilitate smarter business decisions. The department had been relying on spreadsheets to monitor data and maintain historical views, but found the technique limiting and time-consuming.
Rambus turned to Numerify for reporting and business analytics across their major IT service management processes.
Using Numerify, their IT team performs granular analyses to understand trends and root cause and to drive operational changes. The company’s stakeholders also gain access to pre-built dashboards covering core processes such as incident, problem, change, and requests.
Blackhawk Network, a leading prepaid and payments network, had tight cost controls that required close management of service desk resources. IT leaders wanted a way to monitor resources as well as evaluate how consistently agents were describing incidents.
Numerify provided Blackhawk’s IT department with a consolidated view of worker productivity, reassignment analysis, and text analytics.
Through greater data visibility, Blackhawk was also able to discover process weaknesses that led to cleanup of unspecified and unknown values.