Service Management Information Reporting Solution
Strategy of measuring:
Basic levels (a sound foundation)
needs to be in place before you grow into the next advanced level;
Achieving an advanced level
does not mean it’s not supported or founded by basic level (it’s crucial);
The Strategic level at the
top and the Operational level at the bottom are mostly working completely isolated using the same kind of data;
Benefits of SMIR:
- gain insight in what‘s
happening in your IT department by means of instant data access and out of the box reports;
improve processes with embedded ITSM Intelligence, Periodic Measurement and Data Health Checks;
impress your customers by demonstrating the value of IT with quick ROI and professional communication methods;
improve the delivery of your IT services by gaining insight into your IT operations
DigitalFuel (acquired by VMWare) based Solution
Svetlo Consulting Inc has been developing pre-packaged reports
to speed up your time to value. The reporting packages include reports with metrics and KPIs valued the most by IT and
Business in the area of Service Support (Incident, Problem, Change Management processes). Currently for HP Service Center/Service
DigitalFuel’s ServiceFlow Platform implements Digital Fuel’s patented Visual Design technology for defining the
business rules that flow into SLAs and financial calculations. Visual Designer allows business users to model the complex
logic behind various types of business obligations – no coding required. The ServiceFlow Platform also provides a wide
range of required data processing capabilities utilized across the three applications. It gives users a simple, wizard-driven
way to connect to external data sources, and has powerful mechanisms for collecting, cleansing, handling errors in, and finding
missing data, as well as formatting, correlating, aggregating, and filtering data. These tasks are executed in accordance
with the defined business rules.
Westbury Service Management Intelligence (SMI)
Suite is made up of the following components:
• SMI Distributor
created from data stored in the dedicated SMI Database whose structure is fixed. This enables
offer a standardized reporting environment, regardless of the (changing) structure of the back-end HP ServiceCenter software
/ HP Service Manager software database. SMI Foundation has been created in such a way that administrators can maintain the
solution through a GUI, eliminating the need for any programming.
data marts, with a design optimized and fine-tuned for high-performance reporting.
been designed to support virtually any HP ServiceCenter software / HP Service Manager software
• Accommodates all common
service management fields
SMI Report Manager
Manager is the key customer facing component of SMI Suite. With SMI Report Manager, Westbury has transformed standard Business Objects technology into an out of the box solution.
information to the right people at the right time in an efficient manner is key. SMI Distributor facilitates this with Scheduling
run your reports and save them in the multiple desired formats (eg PDF, HTML, XLS, XML etc).
A server-based publishing system that allows you to broadcast business information to a mass audience via the web and