Increasing Efficiency for Application Maintenance

Project Description

Globo is the largest Media Group in Brazil and one of the largest in the world as well. Globo TV is the subsdiary of the conglomerate. I am in charge of IT Applications and, as the director, I'd like to have insights about how applications are being supported. 

I want to make discovery on my IT Service Management (ITSM) database and the Configuration Management Database (CMDB) to have those insights such as: - what are the most efficient way to distribute the tickets (incidents and service requests) to avoid tickets to be redirected (and cause extra costs); - what's the redirection map of my tickets since it was opened until it is closed. - is there any relation to variables that may cause an increase of tickets or delay to be treated? - any other insights looking for my database (ITSM and CMDB) and information of service providers ( IBM, Accenture etc)? The deliverables are reports with graphs, tables/dashboards, and  apresentation that show the analysis and insights and suggests recommendations.

For the input, we will provide export files (probably CSV format) of our ITSM (here at Globo we use IBM Maximo) and our CMDB. I think it's good to give you CMDB information because it probably has relation to the insights.

Please see attachments to gain an understanding of the process of opening an incident. Also, keep in mind, there are 4 possibilities to open an incident. 

1 - Incident Window

• Free filling;

• Directed to informed queue independent of the selected IC (Configuration item).

2 - Services Catalog (PORTAL)

• Directed fill;

• IC (Configuration item) defines who will be the resolver.

3 – SPOC (Help Desk)

• By telephone (0800...);

• There is a checklist used by the attendant;

• IC (Configuration item) defines who will be the resolver.

4 - Event Monitoring - Tivoli, etc

• Open incidents according to alerts identified by monitoring applications;

• IC (Configuration item) defines who will be the resolver.

This is the challenge for a highly skilled data scientist. Knowledge in Applications support and ITIL is very important to be productive.