Overview

Numerify IT Service Analytics converts data from your BMC Remedy Service Management Suite into key insights. Move beyond simple process KPIs to analyze deep audit logs and complex data sets. Extract unstructured and highly granular data from your CMDB, service catalog, knowledge management system, and other relevant systems of record. Our comprehensive solution serves data-driven IT service management and operations professionals alike.

  • Pre-Built Application Suite
  • Best-In-Class Analytical Infrastructure
  • Delivered as a Service

Tech Specs

Below are some examples of the analysis that come pre-built for BMC Remedy:

Incident Analysis - Our natural language processing (NLP) algorithms index and analyze incident descriptions.  Text analytics uncover hidden issues beyond the standard structured fields.

it service analytics top incident keywords

Service Request Health - Quickly gain visibility into request delays for key services such as onboarding and server provisioning.  Identify the top-requested services as well as those that frequently experience delays.  Understand how request variables impact delivery time, visualize fulfillment from end to end, and pinpoint process bottlenecks.

IT service request trends

Change Management - Failed changes can cause delays and a surge in incidents.  Slice and dice change failures by attributes such as change type, CI, rollback rate , and business service.  Expose patterns in failed or rolled-back changes and issolate configuration dependencies.

it change management

Configuration Analytics - Trade the traditional process view of applications for a fresh perspective from the configuration angle.  Identify which CIs cause the highest number of failed changes, outages or major incidents, and missed SLAs - without requiring a fully built CMDB.

service analytics real time dashboard

Service Level Integrity - Access real-time dashboards on SLA adherence and review its impact on customer satisfaction.  Use your data to create the dialog needed to hold your vendors accountable.  Visualize server provider health, identify impropper ticket handling , and quantify the financial impact on your total cost of service and SLAs.

service analytics real time dashboard

Service Desk Resources - Unite data from multiple sources for a complete picture of workloads across service management and project tasks.  Uncover which agents are overloaded and redistribute workloads more evenly. 

employee workload analysis

 

 

Solution Value

Service Cost Reduction - IT leaders must continuously control costs while simultaneously improving the quality of services delivered to the business. Yet it can be challenging to identify process inefficiencies with service delivery fragmented across multiple systems, processes, and providers. With Numerify, you can break down the silos between your teams and data sources to identify the top drivers of service delivery costs.      

  • Gain transparency into drivers of service expenditure and inefficiencies such as reassignments and escalations    
  • Leverage prescriptive insights that identify specific behaviors that can be corrected to reduce incident volume    
  • Discover clusters of related Incidents through unstructured text and sentiment analysis 

 

Service Experience - World class IT services can enable your employees to be productive, innovative, and adaptable. However, fragmentation of IT service delivery can make it difficult to measure customer satisfaction KPIs and align these with initiatives and objectives. With Numerify, your IT services can adapt quickly to changing service needs through a digitized employee feedback loop.      

  • Gain insight into IT service adoption, consumption, experience, and unfilled customer needs    
  • Integrate employee feedback into a continual service improvement loop    
  • Enable service agents to provide proactive customer experience 

 

Service Provider Performance - Outsourcing can provide IT departments with a powerful tool to not only cut costs but also enhance service quality. However, the complexity of managing service providers  goes up exponentially with the number of vendors. With Numerify, you gain the transparency needed to ensure that vendor performance is aligned to your organizational goals.      

  • Identify opportunities to enforce SLAs across hundreds of dimensional combinations, maintain service quality, and ensure process consistency across vendors   
  • Digitize contractual terms and eliminate self-reporting by vendors of key metrics like SLA and MTTR    
  • Create a single source-of-truth reporting platform across all vendors and agreements