Offers real-time monitoring of ITIL-based key performance indicators
Datawatch has launched Dashboards for Service Management, a real-time statistical and alerting dashboard offering for any IT Service Desk from any vendor, that helps managers assess up-to-the-minute results, identify trends, reveal issues and make active, real-time informed decisions about how to improve service and increase customer satisfaction.
The company claims that Dashboards streamlines the decision-making process for service management as it contains visual metrics that enable users to interpret and understand organisational and personal performance.
The new offering combines more than 60 graphical charts with drill-down capabilities to access detailed information. It also provides real-time monitoring of ITIL-based key performance indicators such as call volumes, adherence to service level targets, workloads and call types, Datawatch said.
When joined with Datawatch Monarch report mining technology, Datawatch Dashboards also helps customers overcome accessing, aggregating, transforming and delivering the data to a dashboard from multiple sources without programming or direct database connections.
According to Datawatch, the Dashboards comes pre-built with ITIL-based metrics and KPIs, including dashboards for incident, change, configuration, release, service level and service desk management; and provides automatic installation capabilities for easy set-up, and all configurations are achieved through a parameter-driven administration tool.
In addition, security can be set at an individual, chart, dashboard or global level, and individual users can personalise features such as layout, chart style, formatting and filters, subject to the appropriate security level.
Harvey Gross, vice president of product development of Datawatch, said:“Customer service managers, IT directors and C-level executives will find the distillation of large amounts of data into at-a-glance indicators incredibly useful in helping to increase customer satisfaction and reduce costs.
“They’ll also find Datawatch Dashboards for service management very easy to implement and use as we have already pre-built into the solution most of the ITIL-based best practice KPIs desired by customers into the solution.”