1. Building a Service Knowledge Dashboard
Leverage the tools and consolidate repositories
Ewout Dekkinga – IT Architect

2. Mean IT versus Lean Business Values
Common Today Experiences
Waste Example Business outcomes
Unauthorized changes Poor customer service
Defects
Substandard project execution Increased costs
Unnecessary applications IT to Business misalignment
Overprovisioning To much technology Increased overhead
Useless services More maintenance
Slow response Lost revenue
Waiting
Manual procedures Poor customer service
Non-value Reporting technology figures Miscommunication
Server sprawl Additional IT cost
Underutilized hardware More energy consumption
Assets
To many repositories Less visibility
Benched application development Poor effectiveness
Bad Root Cause Analysis More outages
Ineffectiveness
Firefighting of repeating incidents Lost productivity
No knowledge & ideas capture Irritated users
Shortage of knowledge Additional hire
People
repetitive or mundane tasks Low job satisfaction
Talent leakage Loss of experience
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3. Business-IT alignment
Translating Technical Data into Business Insights
• Data
– Collected by Tools
– Many Tools
• Information
– Pre-defined transformation
– Technology focus
• Knowledge
– Experts required
– ‘Best’ are better practices
• Wisdom
– Knowing the business
– Right answers
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4. What analysts are saying
Challenges of today
GARTNER SAYS: • Value Engineering or Tool
Implementation
• By 2016, 15% of Organizations Will
Integrate IT Service View with EA • Protect Earlier Investments and
Tools, up From a Modest 1% Today. Reuse Knowledge Available
• Tool Integration is Emerging • Technology Should Support
Processes Even the Opposite
• A CMDB is a Valuable Source of
Seems to be More Common
Integrated Information describing
the ‘Current State’ , and EA tools • Customers Want Tomorrow
can profit by reusing this data Answers at Today Challenges
• Data Normalization is essential • Agility of IT Service Management is
Most IT Shops don’t lack tools for Infrastructure
Required to Support Dynamic
Management but fail to ‘glue’ collected data into Infrastructures
valuable information.
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5. Service Knowledge Management System
Creating an overview by consolidating repositories
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6. Leverage the Tools
Unlock the captured knowledge
• Operational layer • Tactical layer
– Discovery & monitoring – Transforming data
• Tailored to technology • Management by Excel
• Management protocols • Export & import functions
• Internal databases • Limited sharing
• OSI reference • Manual reporting
• Detailed data • Gaps in time and truth
• Minor relationships • Redundancy
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7. Business Intelligence
Data mining the available information
• Strategic layer • Requirements
– Less is more – Relationships must be clear
• Subset of operational data • Services outlined
• Re(de)fined tactical information • Application owners defined
• Graphical presentation • Responsibilities mapped
– Right place & time – Data rationalized
• Business owner • No proprietary tools
• Automated and repeatable • Open framework & protocols
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8. Data Normalization is Essential - Gartner
Adding a relational database at top of existing repositories
Most Discovery & Monitoring tools use an internal database to store collected data. When
the data structure and scheme are known (and accessible) a subtract of this data can be
used to build new business insight by combining multiple sources and adding relationships.
• Advantages • Disadvantages
– Quick export/import – Dependency
– Structured data – Completeness
– Straightforward approach – Trust
– Leverage by queries – Maintenance
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9. Infrastructure Analytics
Unlock the knowledge
Accelerate management by Excel into management by exception with patterns and practices
by reusing the data already available. Unlock the knowledge with pre-defined queries and
stored procedures to generate required business views.
• Patterns • Practices
– Baselines (Monitoring) – Service Measurement
– Schedules (Releases) – Service Improvement
– Formulas (Predicting) – Strategy generation
– Dependencies (Value chain) – Financial management
– Exceptions (KPI) – Service Reporting
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10. Presenting the knowledge
Think big, start small
Use a presentation and collaboration framework – like sharepoint – to create a portal that
can be customized to ‘consumers’ of information. Present information in a graphical manner
when possible and use dynamic updates and feed.
• Extend Storage Metering • Add new value
– Usage monitoring – Service & value chain
• Measure performance • Create cost visibility
• Manage utilization • Change & Release
• Guard service levels • Service improvement
– Trending & predicting – KPI
• Benchmark applications • Report SLA exceptions
• Calculate new demands • Problem management
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11. Questions?
Thank You!
© 2012 Unisys Corporation. All rights reserved. 11