BrainJack™ ITSM

BrainJack™ ITSM makes Service Management data meaningful.
This suite of solutions can improve productivity and efficiency across your organization.

Easy to Reach

One website, always online, to allow your Business Intelligence to be accessible anywhere, on any device.

Easy to Read

All relevant information is presented on one screen; no flipping between screens or context switching.

Easy to Realize Goals

Actionable intelligence to identify activities that support the goals of your business objectives.

Easy to Reach

Either scheduled or ad-hoc, receive notifications to alert you to make a decision.

Easy to Read

Immediately identify the problem and directly connect you to the dashboard from a link in your email or text.

Easy to Realize Goals

Enables faster response times, heightened accountability for support teams, and improved customer satisfaction. 

Easy to Reach

Personalized pivot tables communicate within the dashboard to eliminate opening multiple windows to view results.

Easy to Read

Assemble large amounts of information where groupings can be expanded/contracted to control the data shown.

Easy to Realize Goals

Easily correlate data to produce actionable intelligence that support your decisions.

Custom Reports

 The ITSM Situational Awareness Report (SAR) is an example of a custom report that shows performance details by program, assigned group, and assignee. The SAR can be run daily, weekly or monthly to provide visibility into the team’s activities, prioritization, completion rate, and timeliness.  Other custom reports can be developed based on the customer’s needs.

Dashboard Options

Executive Dashboard
Scope

Organization wide view comparing Programs across Regions.

Sample Audience

Executive Leadership (C-Level), VP, Board of Directors 

Description

Program by Program Executive View

  • The dashboard presents an aggregated view of Program performance
  • Allows executives to compare program or team performance at a glance 
  • Provides proactive, actionable intelligence to leadership in the form of ActiveBI alerts
  • ActiveBI alerts deliver reports to leadership (1) on a scheduled basis (daily, weekly, monthly, quarterly, etc.) or (2) based on a user definable business rule 
Region Dashboard
Scope

Based on a defined span of control. The view provided is about a selected metric (submitted ticket count, closed ticket count, open ticket count) across sites within the purview of the user.

Sample Audience

Regional (Area) Managers, Directors, Quality Manager, Data Center Manager  

Description

Drills to specific tickets and helps in identifying specific issues with projects

  • Identifies project-specific problems
  • Assists in comparing and contrasting performance of teams performance
  • Presents a pivot table (multi-dimensional analysis) of location and assigned group. The pivot table is configurable and can include the ability to expand and include the dimension of time or other relevant variables.
  • Maps provide a geopolitical region breakdown. This should compliment the location map.
  • The location map label provides a count of the selected metric.
Program Dashboard
Scope

This dashboard presents intelligence about a single program.

Sample Audience

Program Manager, Project Manager, Product Owner

Description

Single Program view for Situational Awareness concerning incidents and issues

  • View high-level aggregates of assessable measures.
  • Drill on a tracked date for ticket information
Definitions Include
  • Report Length (days)
  • Report Date
  • Assigned Group (Project)

ActiveBI

ITSM ActiveBI Alerts show key events in the history of ticket performance for programs. These events are either determined by schedule, statistics, or Service Level Agreements (SLAs).

Easy to Reach

The alerts are delivered based on a predefined schedule or configurable business rules. A way to proactively manage your ITSM environment and the associated SLAs.

Easy to Read

These notifications direct you to the dashboard from a link in your email or text. All relevant information is presented on one screen; no flipping between screens or context switching.

Easy to Realize Goals

ActiveBI proactively guides leaders to actionable intelligence enabling faster response times, heightened accountability for support teams, and improved customer satisfaction.

Z

Outlier by Program

Scope

Role-Based recipients (Director/Executive) receive alerts when statistically significant events occur.

Example Business Rule

Identifies ticket events that are outside of a definable deviation from the norm.

Z

Unassigned Tickets

Scope

Role-Based recipients (Program Managers/Product Owners) receive alerts when a ticket assignment threshold is breached.

Example Business Rule

Identifies tickets that remain unassigned for more than 72 hours.

Z

SLA Violation

Scope

Role-Based recipients (Program Managers/Product Owners) receive alerts when SLAs are violated.

Example Business Rule

Based on contract SLAs

Identifies tickets which remain in the queue after 14 days.

Pivot Tables

Easy to Reach

BrainJack™ enables you to design and publish a pivot table for users to analyze your ITSM intelligence. Pivot tables, when placed on a dashboard, can communicate with other BI Components to eliminate opening multiple windows to view results.    

Easy to Read

Pivot tables assemble large amounts of information where groupings can be expanded or contracted to show more or less data to viewers across configurable, related subject areas (dimensions). Pivot tables promote enhanced data analysis and business insights within your information.

Easy to Realize Goals

BrainJack™ ITSM Pivot Tables identify activities and produce actionable intelligence that support the attainment of your business objectives (individual, team, company, etc.). 

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