Visualize your BMC Service Desk Express and BMC Remedyforce Service Desk data anywhere, anytime on any device

 

• How fast do you respond to new business requests?
• How fast can you fulfill new service requests?
• How fast do you solve new problems and incidents?
• How fast could you roll out new services?

 

Index

• Mirror42 and InfraVision
• What is KPI Library for BMC Service Desk Express and BMC Remedyforce Service Desk?
• The Key Benefits of KPI Library

 

Mirror42 and InfraVision

Mirror42 and Infravision have teamed up to deliver an ITSM Dashboard for BMC Service Desk Express. The Dashboard is based on the Alignability Process Model and delivers 20+ Key Performance Indicators (KPI’s) for IT Service Management processes.  The data for these KPI’s is automatically collected from BMC Service Desk Express or BMC Remedyforce Service Desk and it allows businesses to track and analyze trends on their IT Service Delivery and IT Service Quality. Mirror42 for BMC Service Desk Express and BMC Remedyforce Service Desk also works on implementations where the Alignability Process Model was not used, in these circumstances InfraVision can help you define and build your KPI’s.

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What is KPI Library for BMC Service Desk Express and BMC Remedyforce Service Desk?

KPI Library for BMC Service Desk Express and BMC Remedyforce Service Desk is an online dashboard, scorecard and mobile reporting solution for BMC Service Desk Express customers. KPI Library delivers 40 out of the box KPI’s for Service Management processes and measures your KPI Performance on a daily basis. The out of the box indicators include: number of new, open and closed incidents, average time to solve, number of tickets unmodified for 7 days, number of tickets open for more than 30 days, average number of closed tickets per agent or resolution group and many more. All indicators can be broken down and analyzed per agent and assignment group for detailed analysis. The application allows you to analyze your data with different intervals such as daily trends, running sums last 7 days, last 30 days, weekly, monthly or even annual trends.

 

The Key Benefits of KPI Library

Standard Dashboards

KPI Library for BMC Service Desk Express and BMC Remedyforce Service Desk delivers four standard dashboards:

1. Operational: All base indicators are visualized such as: open, new, closed, backlog change, average time to solve etc. This dashboard is great for day to day management and is often shown on video walls at the helpdesk.

2. Assignment Group: Simply pick your assignment group and a dashboard is shown for that group.

3. Agent: Select an agent and analyze the performance of that agent.

4. Workload: Based on your current backlog, the historical volume and the historical closure rate the system will estimate the optimum staffing levels.

Besides the standard dashboards, customers can create their own dashboards simply by point and click interface, there is no need to write any coding. Dashboards can be shared with groups or individuals allowing organizations to create role based dashboards.

 

Standard Scorecards

For every indicator a detailed scorecard is generated. You can also set targets and thresholds for each indicator so you can be notified when for instance the backlog of incidents becomes too big. You can also set targets for individual agents or assign groups and create a culture of performance and accountability. 

 

Trend Analysis

KPI Library for BMC Service Desk Express and BMC Remedyforce Service Desk is a metrics warehouse solution. All your historic measurements for KPI’s are stored and maintained so you can do real trend analysis and see if your IT staff is getting better and faster in solving incidents and implementing changes. In the detailed scorecard there are real analytic features such as 7 and 30 days running sums and averages that allows you to filter out seasonal influences so you can estimate the right permanent staffing levels. With daily and weekly trends you can focus on peaks caused by implemented changes. With formula based indicators you can create new indicators based on others for instance: % of high priority incidents that are open for more than seven days. Formula based indicators are easy to define and instantly give you insights in your historic performance after creation since they are calculated based on all the data that is already in the data warehouse.

Mobile Reporting

All indicators are also accessible via dedicated mobile apps for iPhone and iPad and soon for Android smartphones. You can create a list of your favorite KPI’s and each morning you can check yesterday’s results on your way to the office. You are always up to date.

How does it work?

All you need to do is enable an ODBC connection to BMC Service Desk Express or BMC Remedyforce Service Desk and install a KPI Library data collector for them on a server hosted by you, your partner or by KPI Library. The data collector will connect to the BMC Service Desk Express or BMC Remedyforce Service Desk database overnight and sent the data to the KPI Library data warehouse. The data collector can also connect to any other application with a database such as SAP, Oracle, SQL server but also to other SaaS applications such as Salesforce or NetSuite.

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