1. How UCF IT uses Power BI to monitor our IT Services
Speaker: Priscilla Camp

2. My Profile
Priscilla Camp is a Business Intelligence and Analytics Specialist at the University of Central Florida.
She has over 9 years of experience.
Priscilla started her career working for a startup small business in 2010.
Priscilla’s focus is T-SQL, Data Warehousing, MS Power BI, and Business Intelligence Strategy.
Co-leader of the Orlando Power BI User Group.

3. You can follow me on: Twitter: https://twitter.com/ITDataDiva
LinkedIn:

4. Agenda
UCF
Challenges
Solutions
Reports
Lessons Learned

5. UCF Fall 2018 Data 68,558 students enrolled 13,000 employees
Operating Budget of $1.7 billion

6. UCF Information Technology (UCF IT)
Operating Unit within Information Technologies and Resources (IT&R)
Merger of centralized and distributed IT effective January 4, 2016
To aid students, staff, and faculty with their teaching, learning, research, and service objectives.

7. Challenges Assessment completed by the University identified gaps
Decisions made subjectively
Questions could not be answered
Customers perceptions
Disparate Data
Inconsistent data rules
Lack of drilldown capabilities

8. Solutions Implemented ITSM and ITIL (Best Practice and Framework)
Performance Management
Data Governance

9. Critical Success Factors (CSF)
Customer Service
Capabilities
Costs
Standards

10. ServiceNow IT Service Management Application (ITSM)
Used by UCF IT to record:
Incidents
Requests
Changes
Problems
Knowledge

11. Flow of Data

12. Open Incidents

13. Incident MTTR Report

14. Incident SLA Success Report

15. Open VS Closed Incident Volume

16. Open Service Requests and Tasks Report

17. Closed Requests and Tasks Report

18. Service Request Volume Report

19. Customer Satisfaction (CSAT)

20. Network Services - MTTR
I would say it was a combination of both plus an observation that establishing a better focus on incdients and projects would improve our performacnce with both. The Power BI reports help us measure our success with the changes and gices ua guide for improving our operation effectiveness. Receives a Summary Analysis monthly
MTTR was high

21. Network Services - SLA

22. Network Services - CSAT
CSAT 95% from Scott

23. Network Services Wanted a better focus on incidents and projects
Created groups
Currently implemented
NED Project
Technical Operations (TO)
Arch
Requests
Incidents
Requests
Network Services Engineering
and Wireless Groups
Network Services
ResNet
Network Service Engineering
Wireless

24. Technology Sales, Service & Support – MTTR

25. Technology Sales, Service & Support - SLA

26. Technology Sales, Service & Support - CSAT

27. BRM SDES - MTTR

28. BRM - SLA Success

29. Summary UCF IT was not able to measure our CSFs or KPIs
Customers perceptions could not be proven right or wrong
We implemented ITSM, ITIL, and Performance Management to set processes that would allow accurate data to be created
Implemented Data Governance
Our reports are designed to measure our success

30. Questions?

31. Appendix - Change Success % Report

32. Appendix - Problem Management