Decision-Support Analytics

To enable you to effectively meet your SLA commitments, ServiceFlow delivers sophisticated analytical capabilities such as root-cause analysis, benchmarking, base-lining, what-if scenarios, and risk assessment. With access to these analytics, business service management teams are able to ensure decisions are made in a timely manner—based on the best data. The critical requirements for decision-support analytics filled by ServiceFlow include:

trending and forecasting that predicts monthly or yearly performance results, rebates, and cost exposure. Early understanding of the service performance and an ability to predict the end-of-term SLA compliance status gives the service provider time to improve areas where the forecasted results are weak;
root-cause analysis capabilities, enabling companies to spot symptoms of a problem early and quickly drill down into the information needed to determine the root cause—essential for developing effective resolution plans;
baselining capabilities, enabling companies to estimate future service levels based on historical data. Establishing an accurate baseline is critical in ensuring realistic objectives are set, better positioning the SLA for success;
benchmarking capabilities, enabling companies to compare service levels across alternatives. By maintaining accurate benchmarks, organizations will ensure optimum service delivery, and;
granular alert thresholds. Defining thresholds for alerts, so management can begin to spot problems before an SLA is breached. These capabilities are vital in improving service delivery.