Service Delivery Analytics
Service Delivery Analytics – take control of your IT
Service Delivery Analytics helps solve today’s operational IT challenges by providing the actionable insight needed to
- proactively manage IT service delivery
- avoid outages and performance degradations
- control running costs
All you need for proactive service delivery
Joins the dots for complete end-to-end service visibility
We create a model of your IT service(s), mapping and correlating data from each part of the service infrastructure to form a holistic view of service performance and capacity.
Understand what normal looks like
We model and baseline your service so that you can see what normal operating behavior looks like. Going beyond threshold and trigger monitoring, our service identifies deviations from normal early – giving you valuable time to take proactive action.
Identifies changes and trends for proactive action
Service Delivery Analytics provides insight for both service performance optimisation and capacity planning. Our service saves your team valuable time by spotting emerging trends and deviations early in your services, enabling you to proactively avoid outages and performance degradations, and provision appropriate capacity to meet business demand.
Why our solution is different
A service, not software
Service Delivery Analytics is a unique combination of data-driven analytics and human analyst expertise, so we uncover insight that no software alone can provide. Our services are subscription based so no large up-front investment or complex integration is required to implement them. This means we can deliver results fast. Our flexibility means that we can tailor our services to support you and your processes, staying continually aligned to your changing needs.
Complements your existing processes, skills and tools
We don’t ask that you rip out your existing service management tools or processes. In fact, our service goes hand-in-hand with the skills and tools you already have in place – by providing one-stop insight that unifies and complements your current monitoring, ITIL processes and service management strategy.
More information
Download the solution overview - Service Delivery Analytics
This overview outlines the key benefits and features of Service Delivery.
Download the white paper - Improving Service Delivery with Service Analytics
In this white paper we examine the limitations of discrete component visibility and explain why Service Analytics helps IT organisations gain a progressive, integrated view of IT services that builds IT business value.
Service Delivery Analytics provides a rich suite of insight that’s specifically designed to make your service management proactive.
What’s included in the service
End-to-end Service Modelling
We build an end-to-end model of your service(s), mapping and correlating the underlying infrastructure to join the dots for complete service visibility. This model enables us to carry out any type of "what if" scenario modelling for your service.
Daily Service Commentary
We provide an expert daily review of the service(s) data and provide a dynamic and interactive commentary identifying significant deviations from normal along with changes and trends that you need to know about for proactive action.
Web portal
We set up a dedicated Web portal to provide your organisation with easy and secure on-demand access to Sumerian analysis and insight on your chosen service(s).
- Suite of Views and Dashboards: Sumerian provides a range of views, dashboards and facilities on the portal to make sure the insight being published is easy for you to view and understand.
- End-to-end Service Visibility: the portal provides a full service schematic of your service(s), giving a detailed graphical view of the service and its components.
- Normal Profiles: the portal provides easy-to-view profiles of normal behaviour for each service covered.
- Monthly Trends and Forecasts: Sumerian provides monthly service reporting highlighting longer term emerging trends, changes to normal profile and a rolling forecast of service capacity, taking into account planned changes, events and changes in usage.
Service Analysis
As part of Service Delivery Analytics service Sumerian can perform a wide range of on-demand analysis to support your particular needs as they arise. For example, our analysis can review your services running costs, model pre and post change impact, and scenario model for capacity planning.
Operational IT
Service Performance Audit
This analysis provides a detailed review of how your services are performing against KPIs, identifying trends and providing recommendations for improvement. The resulting insight enables better planning and improved decision making by proactively identifying potential issues before they arise.
Capacity Planning
When planning change and new service roll-outs, our precise models of your environment can accurately calculate capacity requirements. Armed with this information, you can ensure capacity needs are met, or conversely, identify areas where over capacity is an issue.
Service Cost Review
Whether you want to reduce costs or simply understand and control them, this analysis uncovers the real costs of delivering your end-to-end IT services, and identifies areas where cost savings and efficiencies can be realised.
Service Charge Assessment
This in-depth financial analysis ensures you only pay for the services you receive, by modelling service provider bills against actual usage data. This analysis arms you with greater negotiating power when arranging new service agreements and tariffs. Additionally, this analysis can also be used to accurately calculate internal recharges between the IT organisation and business units.
New Service Assessment
When planning a service change or evaluating new products/services for deployment, we model and benchmark the predicted outcome of the change to both IT delivery and the business. This provides accurate indications of the expected cost savings, performance improvements and productivity gains.
Post-implementation Review
After a new service has been implemented, we can review the impact of change across the business, comparing and evaluating the new service’s value, performance, cost, capacity and usage against the pre-implementation environment. The resulting reports can be used to provide robust ROI evidence and demonstrate business value.
Strategic IT
Strategy Review
This review provides a full audit of your IT service environment to identify areas for strategic IT investment. By integrating real data on service performance, availability and demand, our models identify which applications and initiatives should be prioritised for investment or consolidation, and provide a mechanism for the ongoing monitoring of ROI.
User Profiling
To gain a full appreciation of how user demand and behaviour impacts IT service delivery, we create an “IT footprint” by user type that combines IT consumption data with organisational business information. The resulting analysis identifies trends and correlations that provide the necessary insight required to effectively align the supply and demand of IT for specific user groups.
Business Impact Assessment
By correlating IT service delivery with the performance of your business, Business Impact Assessment establishes the impact your IT services have upon business processes, productivity and the bottom line. The resulting analysis establishes a clear understanding of IT’s contribution to business performance – helping to align IT services to business strategy, and identifying where investment or rationalisation makes best sense.
Service Risk Analytics
Service Risk Analytics helps eliminate business losses by proactively quantifying IT performance and exposing the business value at risk. Service Risk measures and monitors the changing risk profiles of IT services over time, enabling us to model the impact of IT service change on the business processes they support. Armed with this clear understanding of the risk profiles present in your IT estate, you'll be able to make the right decisions about IT investment and ultimately reduce threats to the business.
Sumerian Service Delivery Analytics delivers IT services management success to leading UK bank, HBOS
Sumerian delivered a solution for HBOS that provides analysis and visibility of end-to-end system performance for HBOS's key business services and applications.