Key takeaways from Service Excellence and Analytics Driving Digital Transformation, a BrighTALK webinar event presented by Bell Techlogix.
IT Service Management and Analytics help organizations implement and accelerate digital transformation. To manage this change effectively, start by accessing your current state of analytics maturity.
A good rule of thumb is to notice whether or not your company is continually looking backward or forward, when it comes to the answers for better efficiency in your business. Consider the following:
#1 – Does my company have a reporting infrastructure in place?
- Management struggling to get basic data and information
- Inconsistent reporting resulting in severely limited analytical capability
#2 – Is my company only concerned with current issues?
- Reactive reporting with no integration in place
- Manual, historical, descriptive analysis with cost monitoring focus
#3 – Does my company focus on performance evaluation?
- Repeatable reporting with loose integration in place
- Descriptive, timely, operational analysis based on hindsight
#4 – Is my company only concerned with the current goals?
- Defined diagnostic reporting and data warehouse in place with information on what is happening and why
- Strategic analytics concerned with current goals resulting in uneven analytical capability
#5 – Does my company have a managed, measured reporting infrastructure in place?
- BI Solutions and widespread analytics capability in place
- Predictive analytics provides insight into what is likely to happen with organizational scorecards and interactive dashboards
#6 – Is my company using real time analytics to shape actions and perceptions?
- Acquisition and use of external data
- Integrated prescriptive analytics drives foresight; analytics excellence is a differentiator
Analytics is Not Reporting
The difference between reporting and analytics is profound.
Descriptive and integrated, good reporting organizes data into summarized information that provides details such as what happened during an incident and how your company compares with other like entities. Reporting is primarily used to monitor performance across different
business units or services. Reporting:
- Provides what is asked for
- Focuses on the past
- Exhibits a high degree of standardization
- Is relevant to a broad audience
- Is mostly inflexible
Predictive, prescriptive and cognitive, service analytics explores data and provide answers to questions like, what is likely to happen? What should we do? and What should we do next? Analytics is primarily used to arrive at meaningful insights that help you understand and proactively improve performance and operations as well as decrease cost across business units or
- Provides what is needed
- Focuses on the future
- Exhibits a high degree of customization
- Is relevant to a targeted audience
- Is extremely flexible
Why Service Analytics?
No enterprise truly wants its growth to remain stagnant by continuing to implement reactive service improvement to fix end user complaints or problems in the environment. When your company starts to think about how to transform your business, proactive service improvement comes into play and it starts with data-mining.
When identifying areas for improvement -and transformation- companies will most definitely begin by acknowledging what the overall trend is telling them. However, outlier-driven analysis is just as important as the trend line.
From the customer-service type of metrics to manufacturing production metrics, an outlier can create great deviation in the bottom line and cause so much noise in your system that it can be difficult for an enterprise to recover. For example, just one customer complaint shared on social media that goes viral can cause a dramatic impact to your business. Predicting outlier occurrences and ultimately preventing them with service analytics is how you can achieve overall service improvement and drive that efficiency that every company is looking for.
Next time, we present effective strategies for getting started with service excellence and analytics driving digital transformation.
Bell Techlogix. Deliver. Transform. Exceed.
Bell Techlogix is a leader in comprehensive IT managed services, providing Next Generation Digital Workplace and Infrastructure Management solutions to large and mid-market enterprises. We deliver a true client partnership and an enhanced digital experience with custom solutions that build, integrate and support the next wave of operational transformation. With our strong heritage of leveraging an “always available,” globally capable, domestic delivery model coupled with a flexible approach to project and consultative services, you receive dedicated, mission critical 24×7 service that exceeds your business expectations. For more information, visit BellTechlogix.com.