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From Data to ITSM Metrics That Matter w/ Pink Elephant

Learn how to move beyond theory and instead map out process performance to help you achieve meaningful goals.

Every IT organization accumulates an abundance of data — overwhelming analysts with a constant flood of numbers. However, many teams are challenged to translate that data into tangible value that aligns with business goals. The right framework of metrics, KPIs, and analyses will enable organizations to unlock insights trapped inside their data. Join Pink Elephant’s VP of Research & Development, Troy DuMoulin, and Numerify’s Director of Product Marketing, Mark Gabbard, for this thought leadership webinar.
Recorded Feb 10 2017 54 mins
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Presented by
Try DuMoulin, VP Research & Development, Pink Elephant
Presentation preview: From Data to ITSM Metrics That Matter w/ Pink Elephant

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  • IT Service Delivery Friction: Why Your Agile Transformation Isn’t Succeeding Sep 11 2019 3:00 pm UTC 27 mins
    Ben Sapp, Solutions Architect, Numerify
    Your product teams are undergoing agile transformation - but what about the shared services that enable them?

    You may have taken the first step to shift from a project to product mindset - forming product teams and coaching them on how to be agile. However, to actually deliver these products cost-effectively, they often still dependent upon shared services. These shared services teams are often not setup to support agile or be agile themselves. The end result is that your product teams can’t realize the expected benefits of agile transformation.

    How can you use analytics to enable your shared services teams to help agile product teams attain their full potential? In this webinar, Numerify Solution Architect Ben Sapp will speak about the experiences of companies like yours. Topics will include:

    - Why product-focused agile teams need to be served by agile shared services.

    - Using analytics to identify the top dependencies between agile product teams and shared services.

    - Calculating a “Friction Index” to measure and identify which service requests are impeding team productivity.

    - Accelerating speed to value by reducing service delivery friction.
  • How to Reduce Incident Volume with AI & Analytics Aug 28 2019 3:00 pm UTC 39 mins
    Jim Henaghan, Solutions Architect, Numerify
    Every IT organization would like to reduce the number of incidents they experience. The rewards for achieving this are substantial: fewer business disruptions, lower IT costs, and the ability to concentrate talent on growth and innovation. However, with your organization experiencing ever-increasing complexity, where do you start? It can be hard to know with service delivery fragmented across multiple systems, processes, geographies, and providers. These silos of teams and data lead to a lack of visibility, process inefficiencies, and knowledge gaps.

    What analytics-driven best practice can help you reduce incident volume and improve customer satisfaction? Come hear Numerify’s Jim Henaghan, Solutions Consultant, as he shares ways companies like yours have reduced their incident volumes.

    Topics that will be covered include:

    - Proactive analytics-driven incident reduction strategies that target the highest impact problem hot spots

    - How Machine Learning models can help predict incidents and reduce incident volume

    - Using analytics to bring together siloed teams and standardize on best practice processes

    - How text analytics techniques can help extract insights trapped in unstructured data
  • Why IT Needs Real BI Recorded: Aug 14 2019 57 mins
    Howard Dresner, CRO Dresner Advisory Services ; Gaurav Rewari, CEO Numerify
    IT produces large quantities of data across people, processes, and projects. The value of this extensive data, however, is often not exploited to its full potential.

    “Business analytics has become imperative for IT organizations as they seek to improve business alignment, adopt agile principles, and accelerate innovation,” says Howard Dresner, the father of modern BI and founder and chief research officer at Dresner Advisory services. “Deeper analysis of IT people, process, and project data is central to driving change and achieving these goals, and we’re seeing IT leaders rapidly increase adoption of the analytics practices that have been common to the rest of the business for years.”

    The Wisdom of Crowds IT Analytics Market Study, published by Dresner Advisory Services, can help you understand where your peers see the value of using IT Business Analytics. Join Howard Dresner, Numerify CEO Gaurav Rewari, and report author Chris von Samson to learn about the following topics:

    -Key takeaways for IT leaders from the “IT Analytics Market Study” conducted by Dresner Advisory Services
    -How your peers are using Metrics across Plan, Build, and Run processes to make informed decisions
    - How Business Intelligence can enable you to adopt advanced analytics like Machine Learning and Artificial Intelligence (AI)
    - How Fortune 500 customers use Numerify’s AI powered IT business analytics to drive better outcomes today
  • Forrester: The Business Case for IT Analytics Recorded: Jul 29 2019 66 mins
    Charles Betz, Principal Analyst, Forrester
    IT Leaders are under a constant mandate to drive and support innovation throughout their entire organizations. All too often, however, this mandate is not accompanied by increased budget and resources forcing leaders to "do more with less." It is vitally important for IT leaders to have the visibility they need to continually monitor and tune their operations, enabling them to shift from fixing issues to driving innovation.

    How can you leverage IT Business Analytics to deliver value across your organization?

    Join Srikant Gokulnatha (Chief Product Officer at Numerify) and our guests, Charles Betz (Lead DevOps Analyst at Forrester), and Line Larrivaud (Forrester Consulting) as they share:

    - Why IT needs Business Analytics to transform customer experience, now more than ever
    - How you can save $4M through reduced incident volume, analytics automation, and better vendor management
    - What are the best practices for using AI and BI across the IT Planning, Development, and Operations functions
    - How customers can achieve a three-year 214% ROI with Numerify IT Business Analytics and other independent findings from our commissioned Forrester Consulting Total Economic Impact™ (TEI) study
  • Smart Incident Management with AI-Powered Analytics & NLP Topic Clustering Recorded: Jul 18 2019 34 mins
    Joe Foley, Director of Business Analytics at Numerify
    There is a treasure trove of insights in the text descriptions entered into your incident tickets regarding common symptoms, root causes, and resolutions. However, with thousands of incidents generated weekly, it can be hard to manually extract these insights and make them available to your Incident teams.

    How can you leverage Natural Language Processing (NLP) techniques to make sense of the human-generated incident data?

    Join Joe Foley, Director of Business Analytics at Numerify, to learn how organizations like yours:
    - Achieve Smart Incident Management with AI-Powered Analytics
    - Leverage NLP to help make sense of large volumes of unstructured text descriptions
    - Identify related incidents using Incident Topic Clustering
    - Benefit from using Topic Clustering for Smart Incident Management
  • Drive IT Agility by Reducing Change Risk Recorded: Jul 11 2019 51 mins
    Steve Hendrick, Research Director, Enterprise Management Associates
    Organizations struggle with risk management in production IT environments …. especially change risk. This is a high stakes issue - degraded IT services due to failed changes result in reduced revenue, productivity, customer satisfaction, and product quality. However, it’s hard to tackle this problem with information scattered among siloed teams, ineffective CAB processes, and various systems of record.

    How can you leverage the power of analytics to mitigate your production risk?

    EMA Research teamed up with Numerify to find how various sophisticated IT operations have successfully used a system of intelligence approach to mitigate change risk. Join Steve Hendrick, EMA Research Director, and Amit Shah, Product Marketing Director at Numerify, to learn about the latest findings. Topics of discussion will include:

    - A framework to Discover, Evaluate, and Remediate Change Risk
    Proven best practices on leveraging AI and BI to operationalize this framework
    - How better Change Risk Management can help you be more efficient and agile
    - Numerify customer change success case studies
  • Top 5 Best Practices to Reduce Incident Volume Recorded: Jun 12 2019 52 mins
    Joe Foley, Director of IT Business Analytics
    Every IT organization would like to reduce the number of incidents they experience. The rewards for achieving this are substantial: fewer business disruptions, lower IT costs, and the ability to concentrate talent on growth and innovation.

    However, with your organization experiencing ever-increasing complexity, where do you start? In this on-demand webinar, Joe Foley, Director of IT Business Analytics Services, and Jim Henaghan, Solutions Consultant, speak about the experiences of companies like yours. Topics that will be covered include:

    - Proactive analytics-driven incident reduction strategies that target the highest impact problem hot spots
    - How Machine Learning models can help predict incidents and reduce incident volume
    - Using analytics to bring together siloed teams and standardize on best practice processes
    - How text analytics techniques can help extract insights trapped in unstructured data
  • Operational Alignment: Rebalance IT Process with Customer Needs Recorded: Aug 17 2018 59 mins
    Troy DuMoulin - VP Research & Development, Pink Elephant
    Let’s say your IT organization has processes in place that seem effective on the surface — you resolve service outages, provision resources, and manage changes as required. Your monthly reports may satisfy IT executive requirements, but how aware are you of your business customers’ needs and service expectations in relation to these processes? In their initial efforts to define IT service delivery processes, many organizations have unintentionally pushed customers to the end of the equation.

    Aligning interdependent resources and workflows is crucial for IT operations to be successful — but not at the expense of the customer. Too frequently, IT faces excessive pressure to deliver business metrics, and not enough significance is placed on the goals and values of the customers.

    Join Troy DuMoulin, VP Research & Development at Pink Elephant discusses how team misalignment can hinder service delivery.
  • Palo Alto Networks: Using IT Analytics to Drive Employee Success Recorded: Aug 1 2018 59 mins
    Steve Januario, Sr. Director IT Employee Success, Palo Alto Networks
    Palo Alto Networks demonstrate how they are using Tableau with Numerify to:
    Integrate IT data across service and software development systems.
    Drive self-service visual reporting for IT decision making.
    Help employees become successful from day one on the job.
    Conduct QBRs and measure their Net Promoter Score.


    Watch to learn how they progressed along their journey towards greater IT analytics, while also keeping costs abay. Numerify Analytics helped Palo Alto Networks achieve streamlined efficiency not just within their IT department, but also within the entire organization as well, allowing them to achieve their goals and set larger targets. See how the adoption of Numerify and Tableau has helped foster strong business-IT partnership and employee engagement within their organization in this exclusive webinar.
  • Charting IT Ops w/ Analytics Part 2: Operational Transparency Recorded: Aug 10 2017 48 mins
    Kari Clement, Senior Solutions Consultant, Numerify
    IT has always been an anchor for the rest of the business organization - stabilizing the foundation that enables all other departments to operate effectively and smoothly. In recent times, the increasing demand for digital transformation has greatly impacted the responsibilities of IT. IT departments now find themselves shifting into a critical spot in their organization, helping to facilitate the adoption of a new technological culture amongst their usual responsibilities.

    Today, IT is a broker of cloud services and the owner of connectivity and integrations between new services. However, with this complexity, IT organizations are increasingly finding it difficult to quickly resolve service issues, provide high-quality support to business customers, hold teams and service providers accountable, and continuously drive process improvements.

    The complexity of the job paired with the lack of essential analytics and insights, makes it harder for poorly-equipped IT departments to provide the continual support expected. When tasked with optimizing new digital initiatives, service delivery, and IT performance, departments often find themselves in a juggling act, where resources and time are limited.
  • Charting IT Ops w/ Analytics Part 1: Stabilizing Application and Service Health Recorded: Jul 28 2017 38 mins
    Patrick Gudat, Customer Success Manager, Numerify
    IT has always been an anchor for the rest of the business organization - stabilizing the foundation that enables all other departments to operate effectively and smoothly. In recent times, the increasing demand for digital transformation has greatly impacted the responsibilities of IT. IT departments now find themselves shifting into a critical spot in their organization, helping to facilitate the adoption of a new technological culture amongst their usual responsibilities.

    Today, IT is a broker of cloud services and the owner of connectivity and integrations between new services. However, with this complexity, IT organizations are increasingly finding it difficult to quickly resolve service issues, provide high-quality support to business customers, hold teams and service providers accountable, and continuously drive process improvements.

    The complexity of the job paired with the lack of essential analytics and insights, makes it harder for poorly-equipped IT departments to provide the continual support expected. When tasked with optimizing new digital initiatives, service delivery, and IT performance, departments often find themselves in a juggling act, where resources and time are limited.
  • From Data to ITSM Metrics That Matter w/ Pink Elephant Recorded: Feb 10 2017 54 mins
    Try DuMoulin, VP Research & Development, Pink Elephant
    Learn how to move beyond theory and instead map out process performance to help you achieve meaningful goals.

    Every IT organization accumulates an abundance of data — overwhelming analysts with a constant flood of numbers. However, many teams are challenged to translate that data into tangible value that aligns with business goals. The right framework of metrics, KPIs, and analyses will enable organizations to unlock insights trapped inside their data. Join Pink Elephant’s VP of Research & Development, Troy DuMoulin, and Numerify’s Director of Product Marketing, Mark Gabbard, for this thought leadership webinar.
  • Beyond KPIs: Next-Generation Analytics for Enterprise ITSM Recorded: Sep 1 2016 41 mins
    Kevin Patterson, Customer Success, Numerify | Patrick Cava, Director of Marketing, Numerify
    IT is the backbone of the modern business. But with an increasingly complex and interdependent technology landscape, it can be challenging to meaningfully improve IT operational performance.

    In this webinar, learn how leading enterprise IT organizations employ advanced analytics to generate deeper insights and drive smarter decisions while delivering greater value to the business.

    KPIs are important, but alone they fail to provide the insights necessary to run modern IT organizations. We’ll review traditional KPI’s used by IT Service Management, what questions they answer, and where they fall short. Then, using real uses-cases, we’ll introduce 5 new measurements IT can employ to drive improvement and efficiency, improve service levels, and deliver true business value.
The System of Intelligence for IT
Numerify provides IT leaders with a comprehensive system of intelligence for end-to-end visibility into their Plan-Build-Run activities. The suite of analytical applications span project planning, software development, and service and asset management. The company’s cloud-based platform includes full data orchestration, IT-specific business models, and a complete spectrum of analytical capabilities. Numerify provides IT business analytics applications to leading organizations, including companies ranked in the top 5 across 10 major industries. For more information, visit www.numerify.com or follow @numerify.

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  • Live at: Feb 10 2017 12:45 am
  • Presented by: Try DuMoulin, VP Research & Development, Pink Elephant
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