BDNA Solutions for Service Desk/ IT Service Management (ITSM)

Use Case Overview
BDNA Solutions for Service Desk/
IT Service Management (ITSM)
Reduce Resolution Times and Improve Service
Quality
As IT organizations transform from being cost centers to becoming
enablers of business, improving service quality and reducing operational
costs become paramount. Service Desk and IT Service Management
(ITSM) solutions enable IT organizations to deliver services to the
enterprise to ensure smooth business operations, improve employee
productivity, protect against security attacks, and maintain competitive
advantage. However, when IT organizations support and manage
hundreds and thousands of devices and applications, data quality
problems make it difficult to set up automation, prioritize and route
incidents efficiently, and evaluate impact and coverage accurately. This
leads to longer resolution times, unnecessary escalations and outages,
inefficient utilization of IT staff time, and reduced productivity.
BDNA helps IT organizations improve service quality and reduce costs by
providing accurate and reliable data that improves incident rates, reduces
resolution times and increases first call resolution rates.
Key Benefits
Improve resolution times
(MTTR)
Avoid outages and unnecessary
escalations with intelligent
routing and service-based ticket
prioritization
Improve FCR rates by providing
Level 1 technicians ready access
to data needed to triage and
resolve tickets
Detect problems from incidents
faster by accurately grouping
and aggregating incidents
Reduce incident rates by
accurately mapping products to
knowledge base articles
ITSM/Service Desk Ecosystem
ITSM data is sourced from multiple disparate systems and is consumed by various
downstream applications in increasingly heterogeneous environments.
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Challenge
BDNA Technopedia Content Packs
IT product data is inconsistent, inaccurate, and incomplete, which
lowers service quality and increases service costs.
BDNA provides non-discoverable market intelligence for various
IT initiatives via various content packs.
Low Mean Time to Resolution (MTTR)
Content Pack
Initiative
End-of-life
Lifecycle, Compliance, Enterprise
Architecture
Form factor
Data Center Planning/
Consolidation
Power rating
IT cost, Green IT, Data Center
Consolidation
Low First Call Resolution (FCR)
CPU Core
Core-based licensing, Server
Management
Critical data required to diagnose and resolve issues — such
as serial number, model ID, or OS version — is often inaccurate
or completely missing from an ITSM solution, forcing Level 1
technicians to gather this information manually and route tickets
on a best-guess basis. This lengthens resolution times and lowers
First Call Resolution (FCR) rates. Inaccurate data also breaks
dependency mappings, leading to inaccurate coverage and
impact analysis.
Parent Company
Vendor/Incident Management
Application
Compatibility
Virtualization, OS migration, App
Modernization
Licensing
SAM, Audits, License Optimization
NIST Vulnerability
mappings (CPE-CVECVSS)
IT GRC, Vulnerability Management,
Security, Compliance
Unfortunately, many data points necessary for efficient incident
routing originate outside of IT and are therefore frequently
changing and not discoverable. For example, rolling out a new
OS without disruption requires IT to know which applications
are installed on which devices and whether those applications
are compatible with the new OS. Without ready access to this
information, Level 1 issues must be escalated, which increases
costs and prolongs resolution times.
Open Source
IT GRC, Licensing Audits, Security
Procurement
Audits, Spend Management
Cloud
Cloud Migration, IT Transformation
The lack of product naming standards across tools as well as
within the same tool, makes IT product data inconsistent; a single
software product can be represented up to 20 different ways
in one system alone. As a result, tickets are routed inaccurately
and issues are prioritized incorrectly, leading to longer resolution
times, wasted effort, and avoidable outages.
BDNA Normalize™
•
Normalizes discovery data from more than 45 popular data
sources across all top vendors, including Microsoft, IBM, HP,
ServiceNow, BMC, and others
•
Filters irrelevant data, de-duplicates across data sources,
and enriches with market data from BDNA Technopedia™
•
Delivers categorized, consistent, and accurate asset/CI
models
High Incident Rates
Inconsistent product data undermines the ability to automate
routing with assignment rules. Instead, it requires IT to create
complex queries that need dedicated resources to manage
and maintain. It also undermines the ability to accurately
match products and knowledge articles with incidents, thereby
increasing incident rates.
High Cost Per Ticket/Incident
Poor quality data lowers FCR rates, creates unnecessary
escalations and outages, and increases resolution times, raising
cost per ticket and cost per incident.
Products
BDNA Technopedia Catalog & Content
•
The world’s largest categorized repository of more than
1.2 million hardware and software products across 22,000
vendors
•
100% coverage and accuracy
•
Tested and proven process to keep catalog up-to-date with
more than 2000 updates per day
•
More than 40 million data points of non-discoverable market
data, including software end-of-life, CPU cores, licensing,
and more
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Your BDNA Results with BDNA Solutions for Service Desk/IT Service
Management (ITSM)
Route incidents to right user/group: BDNA delivers consistent product and CI data that enables automated and accurate routing
of tickets through assignment rules. BDNA Normalize aggregates product data across various systems and normalizes it to a single
taxonomy provided by Technopedia Catalog. Tickets can be routed to a particular user or group based on criteria like product name,
category, or version. The data is automatically updated so IT does not have to manually manage complex queries.
Evaluate incident impact and coverage accurately: Consistent and complete CI data is the first step towards achieving a functional
CMDB with dependency mappings. A reliable CMDB which is the single source of truth enables accurate impact and coverage analysis
for incidents, problems, and changes.
Prioritize incidents intelligently: Reliable product data enables intelligent service-based prioritization that emphasizes critical business
services to improve availability and reduce downtimes.
Reduce incident rates: Consistent product data enables accurate linking of knowledge articles to product models and incidents so
users can easily look up articles and fix known issues instead of creating new incident tickets.
Diagnose and resolve incidents faster: BDNA provides ready access to non-discoverable data and market information through
Technopedia so Level 1 technicians can quickly diagnose issues and route them correctly for shorter resolution times and improved FCR
rates.
Detect problems from incidents faster: Consistent CI and Asset data accurately groups of incidents by product/CI models to detect
product-related problems faster.
How to Purchase
Support and Professional Services
BDNA creates better data about their IT estate that
organizations use to make better decisions, lower costs
and accelerate the pace of their businesses. To start using
BDNA please visit bdna.com, fill out our contact form
and request a demo of our products so you can begin to
promote business agility and efficiency in your enterprise
immediately.
BDNA understands how important it is to respond
quickly, drive better results and ask the right questions
to its customers. Our customer support and professional
services is committed to keeping customers happy and
up-to-date so their needs are met each and every day.
Communication is a key element when partnering with
our customers and helps in building stronger and longlasting relationships. We want our customers to know we
are here to help them in the short and long-term, as well
as understand the value our products bring to their data
when making business decisions.
Find out more
For more information call 650-625-9530 or visit www.bdna.com/itsm to learn more about how BDNA can
transform your enterprise IT data.
Copyright © 2015. All rights reserved. BDNA, trademarks, registered trademarks or service
marks are property of their respective owners. 04/01/2015
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