Power BI Insights to Enhance IT Service Management

Overview

Our client, a scientific firm that provides data through applications on multiple technology platforms, requested our assistance with a project to optimize its internal IT service management. The organization’s IT group wanted to ensure it was learning from IT incidents, thereby improving services to the rest of the business as well as to users.

Solution

This Power BI project focused on gaining insights from the organization’s System Center Service Manager platform. For example, the Concurrency project team sourced information about requests and work items stored in the Service Manager SQL Server database. We built reports for our client to help its IT team understand both patterns and details relating to incidents, such as how long they take to resolve, how many times people contact IT about an incident, and users’ satisfaction with the resolution.

In addition to the reports themselves, we constructed a dashboard to provide executive-level insights on. The data we gathered via Power BI helped our client recognize some data issues that needed attention to ensure its systems accurately reflect active and past incidents.

Next steps include construction of additional dashboards.