55+ Hours Reporting
Theme of End Value
PGi spent 660 hours each year building reports to understand how they were performing. However, what they realized, was that they were not gaining any insights from their reports. They knew they needed a way to truly understand how IT was performing. With Numerify, they were able to make smart business decisions and understand how to fix their biggest problems.
When Paul Mitchell joined PGi 3 years ago as VP of IT Service Management, he brought with him 18 years of experience managing, building, and implementing process and service management solutions in IT. Paul knew that PGi needed to streamline their IT efforts, and to help accomplish that he deployed ServiceNow® worldwide. With ServiceNow Paul has helped his team track tickets across all facets of IT.
As a strong believer of metrics based performance management, Paul and his team tracked several key value metrics through monthly reporting. At the beginning of each month, the PGi team spent 55 hours spread across 10 days pulling together a 60 slide deck of their most important value metrics. After many hours of data wrangling and manipulation, they had a snapshot of the previous month’s performance. However this 10 day latency was not cutting it, and the information they got out of the data was not insightful enough to drive actual changes.
With all of this data, Paul originally thought he was gaining visibility into his department. However, Paul realized that even though he had data, he had no insights. Although 55 hours were put into making the report, it was impossible to actually understand what was happening in the organization. If they had questions about why the data was the way it was, they had neither the time nor the means to analyze it. So really, there was no visibility.
The Reporting Nightmare
The team at PGi saw two problems:
1) They were spending too much time generating reports.
2) The reports gave them numbers, not insights into how they were operating.
PGi has an incredibly talented team of engineers that could build an internal analytics solution, but that would involve taking them away from helping customers. They would have to dedicate time to learn the ins and outs of ServiceNow data, to under- stand the value metrics that mattered across all parts of their organization, and then to actually build the solution. On top of this, they would still need to build out their reports until their solution was ready. They simply did not have the bandwidth to take that on.
To Paul, it was clear that they would need to buy a pre-built analytics application. In the same way that he had bought an op- erational application instead of building one, it made more sense for him to buy analytics than to make it from scratch. To find one that was right for PGi, Paul needed a partner that understood the value metrics he cared about and that integrated with ServiceNow. He saw that there were lots of tools that offered possible reporting and KPI options, but only Numerify truly of- fered pre-built analytics for the metrics and dashboards that PGi needed.
By partnering with Numerify, Paul immediately gained back the 55 hours each month that was going to reporting. Now all of the value metrics that his team cares about are instantly available. More importantly, they are no longer 10 days old. When someone accesses the data, they see what is happening right now, not last month.
Information is not knowledge. I had a lot of information but no knowledge.
VP of IT Service Management
We Found Carmen San Diego
Saving time on reporting was just a start. Paul is now able to find and fix the problems he was previously unaware of. For example, PGi was unaware that certain assignment groups had problems with a backlog of open incidents. With their 60 slide report deck, PGi could see how many open incidents there were at the end of the month. But they had no way to systematically reduce the number of open incidents. What they needed was a visual of the backlog by assignment group. With Numerify’s visual discovery dashboard, Paul is able to easily identify the assignment group with the greatest number of open incidents as well as the individuals who are responsible for the most aged incidents. In to alert agents when their backlog was building up. Overall this led to a huge improvement in team performance and customer satisfaction.
Groupings of boxes represent assignment groups. Each individual box represents one agent. The size of the box represents number of open incidents.
Team Synergy Actually Happened
Another problem that Paul had was the inability to drill down into the organization to see why certain assignment groups and agents were performing better than others. By visualizing combined task tables, Paul can view each individual agent and their open request tasks, incidents, and problems. Beyond that, he can see each open ticket, by type, priority, and age. By identifying key individuals that were either overloaded or underused, Paul and the assignment group managers can better balance the work and improve OLA compliance.
Breakdown of open tasks, incidents, and problems by agent. By clicking on an agent, you see a list of all open tickets as well as key information related to each important ticket.
Taking Off The Rose Colored Glasses
Before analytics, Paul thought his department was doing fairly well with first call resolution. As was typical, different re- gions had different resolution rates and there were dips in performance throughout the year. However, what Paul didn’t know until he used analytics was that he had a problem with first call resolution in Europe. Within seconds of seeing a dashboard of first call resolution by week across all different regions, he was able to identify the problem visually. The problem with first call resolution in Europe was not just a “dip.” There was something consistently causing driving resolu- tion rates down. By investigating why the problem was occurring in just Europe, he discovered that hardware delivery times in Europe were slower than other regions. This led to repeated calls from customers who were not getting hard- ware when they expected it. By identifying the root cause of the problem, he was able to take pre-emptive steps and overall improve first call resolution rate, and with it, customer satisfaction.
Visualization of first call resolution rates by week across each region in the company.
Numerify Gives Big Results for PGI IT
Using analytics to improve IT service management, Paul was able to raise OLA compliance, improve customer service, and drive better business decisions. With 50,000 customers relying on the work that Paul and his team are doing, it is important for them to be proactive and use the best tools available to manage IT. By partnering with Numerify, Paul has been able to more effectively improve IT service management processes and unlock all of their potential that was previously buried in spreadsheets. He now has a more productive department and happier customers.
Learn more about how PGi uses Numerify in the
webinar led by Paul Mitchell himself