IBM Control Desk v7.6 Analytics Portfolio Client Adoption, Technical Enablement (CATE)

ICD v7.6 Analytic Capability IBM Control Desk v7.6 Analytics Portfolio Watson Cognos Log Analysis BIRT QBR Reports KPIs Result Sets App Export ICD v7.6 Analytic Capability QBE

ICD V7.6 Analytic Capability IBM Control Desk v7.6 Analytics Portfolio (cont.) Watson Cognos Log Analysis BIRT QBR Reports KPIs Result Sets Application Focused App Export QBE ICD V7.6 Analytic Capability

Application Focused Analysis Search Examples: List of SR by priority…. List of Active Changes ….Assets/Cis due Refresh QBE App Export Result Sets

IBM Control Desk v7.6 Analytics Portfolio (cont.) Watson Cognos Log Analysis BIRT QBR Reports KPIs Performance/Dashboard Result Sets App Export QBE ICD V7.6 Analytic Capability

Performance Focused Analysis KPI Dashboard Examples: Average SR Work Time… Emergency Changes in last quarter v7.6 Updates: KPI Template and KPI Viewer Applications, Security, Performance

ICD V7.6 Analytic Capability IBM Control Desk v7.6 Analytics Portfolio (cont.) Watson Cognos Log Analysis BIRT Enterprise Reporting QBR Reports KPIs Result Sets App Export QBE ICD V7.6 Analytic Capability

Examples: Active Changes by Status, Open SRs QBR Reports Create on the fly Examples: Active Changes by Status, Open SRs V7.6 Updates: New Summaries and Calculations, Preview Limits

BIRT Reports Run and Schedule Examples: Active Changes by Status… Tickets for Configuration Items….   V7.6 Updates: Report Upgrades, Configuration and Performance Features (BROS, xlsx)

ICD V7.6 Analytic Capability IBM Control Desk v7.6 Analytics Portfolio (cont.) Watson Analytics Cognos Log Analysis BIRT QBR Reports KPIs Result Sets App Export QBE ICD V7.6 Analytic Capability

v7.6 Updates: Entitlement, New Products, Meta Data Publishing, Access Cognos Reports Interact Examples: Trend of Backlog SRs, Active Tickets Workspace   v7.6 Updates: Entitlement, New Products, Meta Data Publishing, Access

Free Form Text Searching Log Analysis Free Form Text Searching Examples: Incident Records for correlating root cause analysis… Top Known Problems  

ICD V7.6 Analytic Capability IBM Control Desk v7.6 Analytics Portfolio (cont.) Cognitive Analytics Watson Cognos Log Analysis BIRT QBR Reports KPIs Result Sets App Export QBE ICD V7.6 Analytic Capability

Watson Analytics Natural Language Q&A Examples: Trend of tickets by location or classification…. Relationship between cost and time by year  

Architecture Overview

User Analytics Watson Log Analysis Enterprise Reporting Cognos BIRT installations architecture upgrades administration development security run print email scheduling Cognos BIRT QBR reports

Architecture Watson Log Analysis Cognos BIRT QBR reports Application Server Application Server Cognos ICD UI ICD Cron Cognos BI Server ICD Integration BIRT BROS Server BIRT Production ICD Database Replicated ICD Database ICD QBR reports ICD Cognos Integration Files

What tool should I use?

Analytical Usage Categories Search - Application Focused Result Sets App Export QBE (Query by Example) KPI Dashboard – Performance Focused KPI Enterprise Reporting QBR Reports BIRT Analytics Watson Cognos Log Analysis

Cognos Can be scheduled for broad distribution Benefits/Value Challenges/Risks Can be scheduled for broad distribution Robust calculations and data count Can be accessed from ICD straight out to Cognos dashboard Imbedded license as part of Control Desk License is included but limited & version specific Integration is predefined less ad hoc reporting Infrastructure needs to be set up & maintained Available as SaaS if ICD is SaaS and Cognos integration is requested, If ICD is on premise then Cognos is as well on site Use Roles Skills-Delivery Reporting Warehouse CIO (reader) ITIL process managers (ex, Desk, Asset, Change) Analysts (readers) Customers/users (readers) Need Cognos skills or SQL or Report writing (Cognos report building & structure is more IT skill based)

Log Analysis Very deep count based analysis Pre-defined integration Benefits/Value Challenges/Risks Very deep count based analysis Pre-defined integration What if statements through the use of LA, if the data set of ICD is fully understood. (not based on natural language) Buy full use license LA on premise connection to ICD on Prem or via VPN with SaaS (not proven) Data actually moves to be ingested for LA, thus Data redundancy Dependent on dates Looks at single record type from ICD Can not add custom fields to ICD for LA to ingest Use Roles Skills-Delivery CIO (reader) ITIL process managers (ex, Desk, Asset, Change) Service Desk Analysts (users) Need Log Analysis or SQL skills

Watson Nature language, no advanced training Benefits/Value Challenges/Risks Nature language, no advanced training Free to Low cost, user based license Easy to access Trends, predictions and more what if Ad hoc for use, moment in time Dashboard can be saved and pointed at new data source, for reuse Free license -Data load volume is low & manual Data Security issues(possible) Output is highly dependent on what is pulled for upload Review is ad hoc, moment in time Available in Watson Cloud Use Roles Skills-Delivery CIO (reader) ITIL process managers (ex, Desk, Asset, Change) Analyst (reader) If periodic data was prepared for general upload - skilled resource If data integrator is used – skilled resource

Links & Things IBM Control Desk v7.6 Cognos Report wiki: https://www.ibm.com/developerworks/community/wikis/home?lang=en#!/wiki/IBM%20SmartCloud%20Control%20Desk/page/Cognos%20reports IBM Control Desk v7.6 Cognos Reports Download https://www-304.ibm.com/software/brandcatalog/ismlibrary/details?catalog.label=1TW10CO10D Big Data University http://bigdatauniversity.com/courses/watson-analytics-fundamentals/?cm_mc_uid=97153109041714618515387&cm_mc_sid_50200000=1463579800 Try Watson for Free http://www.ibm.com/analytics/watson-analytics/us-en/?cm_mmc=search-gsn-_-branded-watson-term-_-watson-analytics-Exact-_-USA-WW-WA-mkt-oww Try Log Analysis Entry for Free https://www-01.ibm.com/marketing/iwm/iwm/web/pick.do?source=SCALA&S_TACT=109HJ84W&lang=en_US Log Analysis Service Desk Extension https://developer.ibm.com/itoa/resources/service-desk-extension/

Thank you!