{"id":28512,"date":"2020-04-02T14:29:00","date_gmt":"2020-04-02T11:29:00","guid":{"rendered":"https:\/\/dev.blue.works\/?p=28512"},"modified":"2024-08-21T15:25:47","modified_gmt":"2024-08-21T13:25:47","slug":"focused-insights","status":"publish","type":"post","link":"https:\/\/www.blue.works\/en\/focused-insights\/","title":{"rendered":"Clear KPIs in IT service management processes thanks to Focused Insights"},"content":{"rendered":"<h4>Case study<\/h4>\n<h4>Actionable KPI&#8217;s with Focused Insights<\/h4>\n<div>\n<p>Customer<\/p>\n<div>\n<p>Undisclosed<\/p>\n<table class=\"uk-table uk-table-small uk-table-justify\">\n<tbody>\n<tr>\n<td>Industry<\/td>\n<td>Banking and Finance<\/td>\n<\/tr>\n<tr>\n<td>Location<\/td>\n<td>Switzerland<\/td>\n<\/tr>\n<tr>\n<td>Employees<\/td>\n<td>Undisclosed<\/td>\n<\/tr>\n<tr>\n<td>Service<\/td>\n<td>Focused Insights<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<\/div>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2020\/04\/swiss-flag-in-the-alps.jpg\" alt=\"\"><\/p>\n<div>\n<p>High quality of service expectations require  modern IT Service Management (ITSM) processes and teams to run effciently, quickly and effectively. Having access to actionable Key Performance Indicators (KPI&#8217;s) and making strategic decisions based on the available information is paramount.<\/p>\n<\/div>\n<div>\n<p>Generally, data has become readily available when you know where to look for it and how to process it. A potentially overwhelming and tideous taks. <br \/>With Focused Insights for SAP Solution Manager and blueworks&#8217; expertise, organizations can quickly access real-time data, allowing them to identify trends early, plan startegies and take action. <\/p>\n<\/div>\n<blockquote>\n<p>\u201cSo far, we have done manual exports and analyzed the results using Excel. As you can imagine, this is a huge effort and only as up-to-date as we get the exports done.\u201d<\/p>\n<footer>\n<p>                <cite>Undisclosed Project Manager<\/cite><\/p>\n<\/footer>\n<\/blockquote>\n<h3>The initial situation<\/h3>\n<div>\n<p>Our customer, a Swiss financial institue with global reach, currently is using SAP Solution Manager&#8217;s ITSM solution and requires to evaluate a number of KPI&#8217;s across multiple areas.<\/p>\n<p>For analysis of these, they have relied on exports from the SAP CRM UI and processed the data using makros in Microsoft Excel. This is a fairly complex process, prone to errors and only delivers results in a retrospective manner.<\/p>\n<p>Our customer approached us to implement an automated method to replace the existing process and that displays up-to-date processed results in a dashboard and reduces the manual workload significantly.<\/p>\n<\/div>\n<h3>Goal definition<\/h3>\n<div>\n<p>To better understand and visualize the occurred incidents and the resulting creation of incident reports, the ITSM leads defined the following requirements for a Dashboard in SAP Solution Manager.<\/p>\n<p>Based on the business&#8217;s requirements a dashboard with four diagrams was is to be developed and implemented. The four diagrams are to display:<\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<p>Count of incidents reports per day including a trend line.<\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<p>Count of incident reports per month including a trend line<\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<p>Count of incident reports per year including a trend line<\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<p>Count of open incident reports per category<\/p>\n<\/div>\n<\/li>\n<\/ul>\n<h3>\n<p>Implementing Focused Insights<\/p>\n<\/h3>\n<div>\n<p>As the customers existing ITSM workflows are based on SAP Solution Manager, the Focused Insights add-on was identified as the go-to solution to meet the objective. Focused Insights provides seven different dashboard models for three main user groups across different roles out-of-the box.<\/p>\n<p>The best fitting model solution for our customers requirements is the Operations Control Center (OCC). In particular, the event based triggers and automated daily updates from the attached SAP source systems make it a good fit.\u00a0<\/p>\n<p>Other benefits include:<\/p>\n<\/div>\n<ul>\n<li>\n<div>\n<p>the ability to display data in gadgets that allow the users to adjust the displayed information in more detail<\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<p>the ability to design dynamic dashboards with gadget dependencies that update automatically based on another gadget&#8217;s settings<\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<p>the ability to implement static gadgets that display longterm data and make identifying trends more easy<\/p>\n<\/div>\n<\/li>\n<li>\n<div>\n<p>Adaption of roles and implementation of Fiori tiles in the Launchpad for convenient access to the dashboard<\/p>\n<\/div>\n<\/li>\n<\/ul>\n<h3>\n<p>Result<\/p>\n<\/h3>\n<p><img decoding=\"async\" src=\"\/wp-content\/uploads\/2020\/04\/FI-DB-Case.png\" alt=\"\"><\/p>\n<div>The implemented dashboard displays the four required data points in the central quadrants. The trends are displayed in the top and bottom diagrams.<\/div>\n<p><!--more--><br \/>\n<!-- {\"name\":\"FI EN\",\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding\":\"small\",\"padding_remove_bottom\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"margin_remove_bottom\":true},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-1\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Case study\",\"margin_remove_bottom\":true,\"title_element\":\"h4\",\"title_style\":\"h4\"}},{\"type\":\"headline\",\"props\":{\"content\":\"Actionable KPI's with Focused Insights\",\"margin_remove_bottom\":false,\"margin_remove_top\":true,\"title_element\":\"h4\",\"title_style\":\"h2\"}}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding_remove_bottom\":true,\"padding_remove_top\":true,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-2,1-2\",\"margin\":\"small\",\"margin_remove_bottom\":false,\"margin_remove_top\":false,\"row_gap\":\"collapse\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"padding\":\"small\",\"position_sticky_breakpoint\":\"m\",\"style\":\"tile-muted\",\"vertical_align\":\"middle\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"panel\",\"props\":{\"content\":\"\n\n<p>Undisclosed<\\\/p>\\n\n\n<table class=\\\"uk-table uk-table-small uk-table-justify\\\">\\n\n\n<tbody>\\n\n\n<tr>\\n\n\n<td>Industry<\\\/td>\\n\n\n<td>Banking and Finance<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td>Location<\\\/td>\\n\n\n<td>Switzerland<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td>Employees<\\\/td>\\n\n\n<td>Undisclosed<\\\/td>\\n<\\\/tr>\\n\n\n<tr>\\n\n\n<td>Service<\\\/td>\\n\n\n<td>Focused Insights<\\\/td>\\n<\\\/tr>\\n<\\\/tbody>\\n<\\\/table>\",\"content_column_breakpoint\":\"m\",\"content_margin\":\"remove\",\"icon_width\":80,\"image\":\"\",\"image_align\":\"between\",\"image_grid_breakpoint\":\"m\",\"image_grid_width\":\"1-3\",\"image_margin\":\"small\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":false,\"image_width\":\"150\",\"link_style\":\"default\",\"link_text\":\"Read more\",\"margin\":\"remove-vertical\",\"meta\":\"Customer\",\"meta_align\":\"above-title\",\"meta_element\":\"div\",\"meta_style\":\"text-meta\",\"title\":\"\",\"title_align\":\"top\",\"title_element\":\"h3\",\"title_grid_breakpoint\":\"m\",\"title_grid_width\":\"1-2\",\"title_hover_style\":\"reset\",\"title_margin\":\"remove\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-2\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2020\\\/04\\\/swiss-flag-in-the-alps.jpg\",\"image_svg_color\":\"emphasis\",\"margin\":\"default\"}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>High quality of service expectations require  modern IT Service Management (ITSM) processes and teams to run effciently, quickly and effectively. Having access to actionable Key Performance Indicators (KPI's) and making strategic decisions based on the available information is paramount.<\\\/p>\",\"dropcap\":false,\"margin\":\"xlarge\",\"margin_remove_bottom\":true,\"text_style\":\"lead\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Generally, data has become readily available when you know where to look for it and how to process it. A potentially overwhelming and tideous taks. <br\\\/>With Focused Insights for SAP Solution Manager and blueworks' expertise, organizations can quickly access real-time data, allowing them to identify trends early, plan startegies and take action. <\\\/p>\",\"margin\":\"default\",\"margin_remove_bottom\":true,\"margin_remove_top\":true}}]}]},{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"quotation\",\"props\":{\"author\":\"Undisclosed Project Manager\",\"content\":\"\n\n<p>\\u201cSo far, we have done manual exports and analyzed the results using Excel. As you can imagine, this is a huge effort and only as up-to-date as we get the exports done.\\u201d<\\\/p>\"}}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding\":\"xsmall\",\"padding_remove_bottom\":false,\"padding_remove_top\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-3,2-3\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-3\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"The initial situation\",\"title_element\":\"h3\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>Our customer, a Swiss financial institue with global reach, currently is using SAP Solution Manager's ITSM solution and requires to evaluate a number of KPI's across multiple areas.<\\\/p>\\n\n\n<p>For analysis of these, they have relied on exports from the SAP CRM UI and processed the data using makros in Microsoft Excel. 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The four diagrams are to display:<\\\/p>\",\"dropcap\":false,\"margin\":\"default\",\"margin_remove_bottom\":true}},{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"icon\":\"check\",\"icon_color\":\"primary\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>Count of incidents reports per day including a trend line.<\\\/p>\",\"icon\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>Count of incident reports per month including a trend line<\\\/p>\",\"icon\":\"\",\"icon_color\":\"primary\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>Count of incident reports per year including a trend line<\\\/p>\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>Count of open incident reports per category<\\\/p>\"}}]}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding_remove_bottom\":false,\"padding_remove_top\":false,\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"default\"},\"children\":[{\"type\":\"row\",\"props\":{\"layout\":\"1-3,2-3\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-3\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<p>Implementing Focused Insights<\\\/p>\",\"margin_remove_top\":true,\"title_element\":\"h3\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>As the customers existing ITSM workflows are based on SAP Solution Manager, the Focused Insights add-on was identified as the go-to solution to meet the objective. Focused Insights provides seven different dashboard models for three main user groups across different roles out-of-the box.<\\\/p>\\n\n\n<p>The best fitting model solution for our customers requirements is the Operations Control Center (OCC). In particular, the event based triggers and automated daily updates from the attached SAP source systems make it a good fit.\\u00a0<\\\/p>\\n\n\n<p>Other benefits include:<\\\/p>\",\"margin\":\"\",\"margin_remove_bottom\":true,\"margin_remove_top\":true}},{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"icon\":\"check\",\"icon_color\":\"primary\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_type\":\"vertical\",\"margin_remove_top\":true,\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>the ability to display data in gadgets that allow the users to adjust the displayed information in more detail<\\\/p>\",\"icon\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>the ability to design dynamic dashboards with gadget dependencies that update automatically based on another gadget's settings<\\\/p>\",\"icon\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>the ability to implement static gadgets that display longterm data and make identifying trends more easy<\\\/p>\",\"icon\":\"\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"\n\n<p>Adaption of roles and implementation of Fiori tiles in the Launchpad for convenient access to the dashboard<\\\/p>\",\"icon\":\"\"}}]}]}]},{\"type\":\"row\",\"props\":{\"layout\":\"1-3,2-3\"},\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"1-3\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"\n\n<p>Result<\\\/p>\",\"margin_remove_top\":true,\"title_element\":\"h3\"}}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"image\",\"props\":{\"image\":\"wp-content\\\/uploads\\\/2020\\\/04\\\/FI-DB-Case.png\",\"image_svg_color\":\"emphasis\",\"margin\":\"default\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"The implemented dashboard displays the four required data points in the central quadrants. 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