"How can Business Intelligence reduce IT costs, yet enhance services?"

Business Intelligence (BI) software provides "intelligent" ways to analyze and present information in real-time that allows IT managers to take a proactive approach to providing support services and to make strategic decisions in running their department.

IT managers can reduce their department's costs by using BI to regularly review their operations based on available data from their service management applications.

BI solutions allow them to collect, integrate, analyze, present and share key business data for performance and enterprise information management, planning, reporting, query, and analysis.

BI can help IT Management answer questions that affect costs, productivity and efficiencies, such as:

• What are the recurring issues that need to be addressed?

• What workflow changes in my service management system would improve service to my customers?

• What are the key performance indicators (KPIs) and how can we use them to make improvements?

• How many staff and what areas of expertise do I need to ensure quality of service?

• What would be the impact of making certain changes in the organization and its technology infrastructure?

CIO's and IT Management can use the information from these questions to make strategic decisions. Powerful BI software enables them to:

• Reduce IT costs by analyzing trends and implementing changes to better allocate resources.

• Improve productivity and customer service by gaining complete visibility of resource allocations and expenditures across the IT organization.

• Give executives a clear view of IT metrics, indicators, and trends to proactively manage the business.

How Can You Get Started With a BI Solution for Your Help Desk?

Since most IT Service Management/Help Desk systems include standard reports that only provide static information, SMA created SMA ReportingEdge for IT with the best-in-class business intelligence platform from Business Objects.

SMA ReportingEdge for IT provides you with pre-built Best-Practice-developed reports, metrics, and dashboards for your IT service management system, giving you the visibility and tools you need to reduce IT costs, optimize your operations, and enhance customer service.

Click to learn more about SMA ReportingEdge for IT and why a BI solution is key for IT service managers to optimize operations and meet business objectives.

Contact SMA for more information on a Business Intelligence approach that can help drive your business to success!