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Datawatch Europe - Business Intelligence and Enterprise Information Management

Business Intelligence and Enterprise Information Management

Datawatch Launches Datawatch Dashboards for Service Management

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:

  • ITIL compliance. Datawatch Dashboards comes pre-built with ITIL-based metrics and KPIs, including powerful dashboards for incident, change, configuration, release, service level and service desk management. Customers also benefit from pre-built finance dashboards for critical measurements such as total cost of ownership, IT costs and customer satisfaction.
  • Fast and easy implementation. Datawatch Dashboards reduces both the skill level and time typically required to install and deploy dashboards. It provides automatic installation capabilities for quick and easy set-up, and all configurations are achieved through a parameter-driven administration tool.
  • Security and personalisation. Powerful security features in Datawatch Dashboards allow for easy set up and control of user and group access to data. Security can be set at an individual, chart, dashboard or global level. Then, individual users can personalise features such as layout, chart style, formatting and filters, subject to the appropriate security level.