Showing posts with label IT. Show all posts
December 15, 2017
Visualizing IT Help Desk Performance
dashboard
,
example
,
help desk
,
IT
,
KPI
,
performance
,
sample
14 comments
I'm looking for some good examples of Customer Support dashboards (incidents, hours worked, forecasting, etc.).
I did a quick Google search and a search on Tableau Public and didn't find anything that was particularly good or useful (even from the support desk software vendors themselves). So I decided the best way to help was to create an example.
I didn't have any data, but I found this dataset on IBM's Watson Analytics website as a sample. The data set contains 100,000 records yet didn't include a date for when tickets were opened. It included a field for how many days a ticket was open though. What to do?
- Create a new column to generate a random date (to the second) between Jan 1 2014 and Dec 31 2016,
- Added a column for the Closed Date based on the difference between the Open Date and the days the ticket was open.
- Randomly removed the Closed Date for some of the records so that I would have some tickets that were not closed (because that's reality).
BOOM! Sample data set done! You can download it here.
From there, I went back to my Google image search to get an idea for the metrics that were important. Many of the designs has a "card" style layout, so I create a design very similar to the P&L statement I created before.
I posted iterations throughout the day and into the evening and got feedback from Eva and Mark Kernke (of Groupon) as he had a similar need. Based on their feedback, here's where I ended up. This is merely a framework, but shows what a IT help desk performance dashboard COULD look like.
I hope you like it! Oh, bonus, there's a mobile version too. Check it out on your phone.
November 8, 2011
Ammunition: Driving Smart Decisions at Your Organization
BI
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business intelligence
,
Francois Ajenstat
,
IT
,
Lyndsay Wise
,
self-service
,
tableau
,
webinar
,
Wise Analytics
No comments
Lyndsay Wise of Wise Analytics and Francois Ajenstat of Tableau hosted a terrific webinar today about self-service BI. I especially appreciated the discussion about IT’s role as an enabling and support organization, rather than bureaucratic and controlling.
There are lots of battle wounds from sparring with IT about BI and if you are in an organization where it’s challenging to get IT support for self-service BI, rather than resistance, then this might be the ammunition you need.
You can download the presentation here or read it below.
UPDATE (11/11/2011): The webinar video is now available for replay. Watch it here.
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