India's largest platform for AI & Analytics leaders, professionals & aspirants

Sign in

India's largest platform for AI & Analytics leaders, professionals & aspirants

3AI Digital Library

Support Centre Volatility Analytics

Abdul September 6, 2020

A global manufacturing company

Problem Statement

Analyze and enhance performance of the IT Ticket Operations’ support center by:

  • Determining reasons for volatility in Key Performance Indicators (KPIs)
  • Tracking of IT Server’s Ticket and Trigger notification data
  • Predicting drop in performance to take preventive action for ticket/trigger details
  • Acquiring ability to notify alarming trends of factors affecting KPIs to operation leads

Analytics Led Approach

  • Identified variation in KPI by defining control limits obtained after treating outliers in data
  • Used Linear Regression models to predict KPI values using significant factors and services impacted affecting KPI performance
  • Created warning limits for significant factors using regression equation
  • Developed excel dashboard to monitor daily KPI performance with warning signals for breaches

Business Impact

  • Reduction in effort spend on KPI performance monitoring and analytics by 40%
  • Developed models for KPI prediction with accuracy of around 87%
  • Consolidated view of KPI data with relevant factors in excel dashboard
  • Inputs to operations team for KPI performance improvement

Critical Success Factors

  • KPI prediction with high accuracy of 87%
  • Critical inputs to Operations Team for KPI performance improvement
  • Data flow and Incidence chart for typical IT Operations’ support center processes across the board for the client

    3AI Trending Articles

  • Cloud Industry Trends for year 2021

    Dell Technologies shares top three cloud industry trends for the year 2021 The year 2020 has indeed been a year of transformation for everyone around the world. Businesses were forced to adapt to remote working models overnight. Earlier users ran their programs and applications from a server or a physical computer, however, now the same […]

  • Redefining Business with Algorithms

    Algorithms will not only drive scores of business processes, but also build other algorithms, much as robots can build other robots. And rather than using apps, future users’ lives will revolve around cloud-based agents enabled by algorithms. Gartner expects that by 2020, smart agents will facilitate 40% of all digital interactions. Organizations will license, trade, […]

  • P&L Forecasting Enabled by Analytics

    Author: Rajagopal Rangarajan, Senior Manager – Analytics, AB InBev Accurate P&L forecasts help companies build a good financial plan for the year. It enables the financial planning team in allocating resources more meaningfully across the company. For large and highly leveraged companies like AB-InBev with annual Revenues more than $50 Bn and with a debt […]

  • TransUnion Expands Global Capability Centers in India and South Africa

    Centers in India and South Africa to support global organization and local markets CHICAGO, Feb. 22, 2021 (GLOBE NEWSWIRE) — As TransUnion (NYSE: TRU) continues to evolve and modernize its approach to business, the company announced expansion of its existing Global Capability Center in Chennai to Pune, India and establishment of a new Global Capability […]