Imagine shooting at a moving target in pitch darkness wearing a blindfold. Without analytics, that is pretty much what organizations would be doing! Consider the scale, complexity, and sheer volume of transactions that organizations deal with today. It is obvious that they would be completely lost in the maze of operational data without relevant insights. They would fail to capture the essence of the quantum of business data and devise appropriate strategies. Organizations are increasingly realizing the power of analytics in driving business excellence and incorporating it into their processes. Did you know that analytics can play an equally powerful role in driving effective application usage and overall operational efficiency?
Application Management Minus Insights
Applications are the lifeline of your organization, bringing together different categories of end-users, and enabling them to carry out meaningful transactions. They are the connecting dots which link different stakeholders of your business, making application performance management mission critical. Traditional application management paradigms however fall short of business expectations. A typical service desk that manages your application landscape offers different levels of support through staff of varying competency levels. In the absence of relevant insights, many simple and predictable tickets get resolved at higher levels by more expensive resources. Besides driving up support costs, this results in longer resolution cycles, productivity losses and end-user dissatisfaction. Traditional application support systems begin to consume valuable financial and human resources and yet fail to deliver. The need of the hour is an integrated service management approach that combines different elements of application performance management to provide a holistic solution.
Unleash the Power of Intelligent Application Analytics
Your employees are your biggest assets and applications are the key enablers of business performance. It is not uncommon to come across a palpable dip in employee productivity caused by delayed responses to routine application related incidents. In today’s “always on” enterprise, few organizations can afford to have their employees operating below peak productivity. Now picture if you will, an application environment that is managed by an intelligent analytics based service desk. A service desk that uses intelligent application analytics to mine application performance data and understand the type of incidents raised. The resulting specialized incident driven knowledge is then used to customize your staffing model, skill sets, location strategy and the service desk structure for the most optimal resolution strategy. Such an integrated service management approach drives agility and efficiency while improving application performance.
Unisys Resolver is based on this very concept. Intelligent application analytics is used to mine application resolution data from the service excellence desk. This helps identify, catalog and route user support tickets to an Advanced Applications Service Desk comprising “Resolvers” who are placed optimally between the L1 and L2 in terms of both cost and skills.
Connect the Dots – Drive Insights to Agility
An analytics driven approach brings down the resolution time drastically by preempting, preparing and resolving incidents closer to the source of origin. By adopting a “shift left” strategy, it saves valuable IT dollars by significantly reducing the cost per resolution. Finally, level 1 resources are provided with an opportunity to advance their career by scaling up while specialized resources on the other end of the spectrum can focus on more complex issues, which require their expertise. These elements working together translate into reduced application downtimes, better end user experience and most importantly greater employee productivity. In addition, an analytics based approach can also pave the way for continuous process improvements based on factual data and trends thereby optimizing application performance in the long run.
In essence, intelligent application analytics drives the transformation from mere management of applications to optimizing them. And by solving incidents closer to the point of origin and significantly reducing time, cost and effort, you realize the value in shifting “left” and doing it “right.”