27 April 2010:
Datawatch Corporation, a leader in business intelligence (BI), today announced Datawatch Dashboards for Service Management, a real-time statistical and alerting dashboard solution for any IT service desk from any vendor. Datawatch Dashboards for Service Management helps managers assess up-to-the-minute results, identify trends, reveal issues and make active, real-time informed decisions about how to improve service and increase customer satisfaction.
Datawatch Dashboards streamlines the decision-making process for service management because it contains visual metrics that enable users to quickly interpret and understand organisational and personal performance. The solution combines more than 60 stunning graphical charts with drill-down capabilities to access detailed information. It also provides real-time monitoring of ITIL-based key performance indicators (KPIs) indicators such as call volumes, adherence to service level targets (SLTs), workloads, call types and more.
“Datawatch Dashboards for Service Management increases information relevance by distilling information into chunks that mirror the way people naturally think,” said Harvey Gross, vice president of product development for Datawatch. “Customer service managers, IT directors and C-level executives will find the distillation of large amounts of data into at-a-glance indicators incredibly useful in helping to increase customer satisfaction and reduce costs. They’ll also find Datawatch Dashboards for Service Management very easy to implement and use as we have already pre-built into the solution most of the ITIL-based best practice KPIs desired by customers into the solution.”
When joined with Datawatch Monarch report mining technology, Datawatch Dashboards also helps customers quickly overcome the pain of accessing, aggregating, transforming and delivering the data to a dashboard from multiple sources without programming or direct database connections. In addition, Datawatch Dashboards simplifies ITIL process implementation through the use of existing reports and data from a customer’s service management system.
Additional benefits include: