Industrialization – Orientation on Data Enrichment

© 2016 Cognizant
© 2016 Cognizant
Purpose of this deck

To orient the delivery teams on the need for enriching the service delivery data
and to improve the awareness on the AVM DART tool usage. An overview of the
AVM DART tool is provided and brief description of the different modules are
covered in this session

Target Audience: Team members, Project Manager, Service Delivery Manager

2 © 2016 Cognizant
Agenda
What is AVM DART?
Need for Data Enrichment
Data Enrichment in AVM DART
AVM DART home page
Key modules in AVM DART
AVM DART – Ticket input options
AVM DART – Other features
AVM DART – Reference materials

3 © 2016 Cognizant
What is AVM DART?
AVMDART is a standalone Data Analytics and Reporting Tool aligned to ITIL based Services. The tool provides
comprehensive graphical and analytical reports that provides insights to make informed decisions. The Business
need for AVM DART is listed below:

 Standardization of service delivery: Map each ticket to a standard service from the AVM Service catalog

 Measure Productivity: Track the activity wise effort spent on each ticket helps in tracking granular level effort
and thereby measure productivity and optimize the production support team

 Benchmark Service Delivery: Availability of service wise data and metrics helps in effectively benchmark the
service delivery

 Data availability for decision making: Metrics performance helps to act on data to improve Cognizant’s
solution to customer problems and improve decision making

 Support Transformational initiatives: Support the various transformational initiatives such as implementing
zero maintenance, defining Cost to Serve, through the data enrichment features available in AVM DART

4 © 2016 Cognizant
Need for data enrichment
•Client
 Most of the client SM tools does not capture activity-
wise effort
 As part of the contract itself most of the managed
services engagements demand YoY productivity
improvements
 Increased trend observed towards optimizing the Opex
expenses
Delivery Leadership
 The enriched data being sensitive in nature will not be
readily available from client SM tools
 Slicing / dicing of the data to identify trend, improvement
opportunities is possible only if we have the atomic data
 Effective exit barriers can be formulated only if we have
reliable service delivery data by which a roadmap for
improving service delivery can be proposed
5 © 2016 Cognizant
Associate
 Traditionally effort tracking limits to the reactive effort
spent towards production support. Effort spent towards
proactive effort (ex KEDB update) also has to be tracked
 Associates need to be aware of ENVA / NVA / VA
activities to eliminate waste
 Minimize manual intervention in metrics calculation
Cognizant Leadership
 Need to standardize service delivery through Service
Catalog implementation
 Analyze the Application debts and evolve a zero
maintenance strategy
 A standardized way of tracking measuring, reporting
service delivery is needed to benchmark service
delivery
Data Enrichment in AVM DART

AVM DART

• Map to a service from Service

Catalog
• Track activity wise effort
Ticket Enriched
Tickets Data
• Classify effort into value added / Data
from ITSM non-value added mainspring
tool • Compute the Functional,
Knowledge, Operational and
Technical debts
• Calculate metrics

6 © 2016 Cognizant
AVM DART Home Page
AVM DART is internet enabled. URL: https://avmdart.cognizant.com Select your ESA
project from the
Clicking the below list
AVM DART URL
will open the
Home page

7 © 2016 Cognizant
Key modules in AVMDART
The key modules in AVMDART are as listed below:
1) Project Configuration
2) Effort Tracking
3) Executive Dashboard
4) Ticket Analyzer
5) Service Operational Metrics
6) Dashboard
7) Zero maintenance

8 © 2016 Cognizant
 1) Project Configuration
mainspring AVM DART

Services,
Is New
Activities &
Project?
PM configures Metrics Yes
Approval No
Project  Project Details Project Config. Info
data from  Services Status
By SDM Configure other
ESA, C2  Activities Active
 Metrics details
 LOB, Track, App
Automated Group
Services  Shift, Location &
Reconciliation Users
 Priority, Status
 While service, activities and metrics are configured in mainspring,  Ticket type
other details are to be configured in AVM DART  Ticket Source
 Excel based upload available for most of the configurations  Severity
 App. Inventory
 Define Bulk
Ticket mapping – fields supported by AVM DART Upload template
 Ticket share path

Menu Navigation: Configuration..Project Setup

9 © 2016 Cognizant
2) Effort tracking
The integrated workflow based effort tracking module of AVM DART helps in capture, generation and analysis of effort related metrics

 Team members to enter activity wise effort timesheet for the tickets uploaded from ITSM tool, by choosing the ticket

 SM ticket can be created directly in AVM DART and timesheet entered.

 Enables effort entry for non-ticketed activities like Application monitoring, Batch monitoring by creating AVM DART tickets

 Enables effort entry for non-delivery activities like Idle time, meetings

 The Lead will be able to correct / approve / unfreeze the timesheet data. Various reports are available on timesheet complian ce
tracking. This helps in high timesheet compliance and accuracy of data

Menu Navigation: Tracking  Member  Enter Timesheet

10 © 2016 Cognizant
3) Executive Dashboard
The executive dashboard module provides the top management (Delivery Manager, Delivery Head, Account
Manager) with BU / Account / Project level comparison reports on service / metrics performance. The
reports are baselined on BIC performance levels and are rolled up by:
 By Service – Compares the performance of BU/ Accounts/Projects against the selected Service(s) for the
chosen Reporting period
 By Metrics – Compares the performance of BU/ Accounts/Projects against the selected Metric(s) for the
chosen Reporting period
 Trend Analysis – Analyzes 6 month trend by comparing BU/Account/Project performance with respect to
Service/Metrics/Reporting period
 Ticket productivity – Provides comparison reports on effort by service, effort by ticket type, effort by
priority. Formula for Productivity calculation - Sum of effort for each service/ Total Count of Tickets

11 © 2016 Cognizant
4) Ticket Analyzer

Helps projects to analyze…

 What % of requests are potential left

shifts?
 What is current opportunity for
Improving Productivity?
 Improving First Level Resolution
 Reducing Cost of Delivery
 Reducing Demand
 Improving Customer Satisfaction
 Is there an opportunity to increase
ELT% in the project without impacting
the over all delivery quality?

12 © 2016 Cognizant
5) Service Operational Metrics
Analyzing the trends in service delivery is imperative to identify the gaps in service delivery.

The Service Operational Metric Reports displays the trend of tickets based on:

 Trend Analysis
 Trend by Backlog
 Trend by Priority
 Trend by Ticket type
 Effort trend by maintenance (Adaptive / Corrective / Perfective / Preventive)
 Effort trend by Location
 Effort trend by Location Type

 Ticket arrival trend

 Ticket distribution
 By Priority

 Turnaround time (TAT) for all closed tickets

 By Application
 By Outlier
 By Priority
 Resource Productivity map

13 © 2016 Cognizant
5) Service Operational Metrics contd.,
 Assignee Load
 By Primary Assignee
 Resource Utilization
 Secondary Assignee

 Pareto Analysis

 Effort distribution by application

 Ticket distribution
 Reopened tickets
 Priority change tickets

 Ticket age report

 Search tickets

14 © 2016 Cognizant
6) Ticket distribution dashboard
Provides the following ticket distribution charts for the selected range:
 Ticket distribution by status
 Ticket distribution by priority
 Ticket distribution by ticket type (IM/PM/SR/CM/EM)
 Effort distribution by ticket type
 Ticket distribution by service
 Effort distribution by service
 Effort distribution by maintenance type (Adaptive / Corrective / Perfective / Preventive)

15 © 2016 Cognizant
7) Zero Maintenance
Enables Zero Maintenance by…

 Map tickets to debt before uploading to

AVMDart
 Operational Debt
 Know ledge Debt
 Functional Debt
 Technical Debt
 Classify tickets into Avoidable debt and Non-
Avoidable debt
 Each Activity is mapped to Debt Elimination
strategy in AVMDart
Essential Value added  Generates Reports on:
activity
Non Value added  Total Debts
activity
Value added activity  Application w ise Debt
 Avoidable Debts
 Application cost Analysis
Ticket entry in  Latent Operational Debt
AVM DART
 DB/OS Distribution

16 © 2016 Cognizant
AVMDart – Tickets Input options
1 Manual Ticket dump upload
3 API Integration using WebService
Tickets can be uploaded manually by navigating to Tracking  Ticket Upload 
Ticket dump upload. XML based webservice exposed by AVMDart accepts XML inputs and sends XML response
Mail on
Upload
Ticket Dump Manual Upload status  AVMDartService.svc is the webservice exposed by AVMDart
Upload in AVM DART  One time configuration of the AVMDart columns with the columns from Client SM tool database needs to be
done in the WebService
 AddTicket() webmethod needs to be implemented to enable automatic tickets upload to AVMDart as per
the defined upload frequency
 Ticket upload fails if the mandatory fields does not have the value
2 Auto ticket dump upload:

The Auto ticket Dump upload takes place in two different ways:

 First option: Load ticket Dump automatically from project specific ticket share path
AVMDart WebService
 Second Option: AVM DART auto ticket uploader exe will collect the dump from  Perform Column
the local path and place the dump in project specific ticket share path folder. Mapping
Ticket
Configuration Upload
Mail on
Ticket Upload Client SM XML/SOAP  Define Upload XML/SOAP
Job
Dump Process Ticket status Tool DB Frequency
Place in dump
Share path
folder
 Implement AddTicket
ticket dump from
Move
webmethod
local folder
Dump

17 © 2016 Cognizant
AVM DART – Other features
 Ticket Analysis support for RFP / RFI projects:
 Enables data driven decision making during Due Diligence, KT stages based on analyzing the ticket
dump from ITSM tool
 A new RFP project can be created to perform analytics on the ticket dump. The RFP project cannot
be used for tracking.
 Menu Navigation: Select Projectdropdown..Create new RFP option from the list
 Export to Excel / XML feature
 Ticket Report
 Detail Timesheet Report
 Menu Navigation: Downloads menu option

18 © 2016 Cognizant
AVM DART – Reference materials

AVM DART Overview:

https://avmdart.cognizant.com/Templates/Service%20DART%20Details%20v1.3.1.pptx

AVM DART Frequently Asked Questions:

https://avmdart.cognizant.com/Templates/AVMDARTFAQ.docx

AVM DART User Manual:

https://avmdart.cognizant.com/Templates/AVMDARTUSERMANUAL.docx

AVM DART Training Videos:

AVMDart Kpoint Videos

19 © 2016 Cognizant
 Thank you

20 © 2016 Cognizant
Kpoint Video links for AVMDart

Topic KPoint Videos

AVM DART – Overview

AVM DART – Dashboard and Service Operational Metrics

AVM DART - Effort Tracking

AVM DART
AVM DART – Portfolio
AVM DART – Ticket Analyzer
AVM DART – Self Start & Configuration
AVM DART - Executive Dashboard

21 © 2016 Cognizant
LOB – Track – App Group – Application configuration

LOB – Track – App Group – Application form an Hierarchy to

categorize applications

22 © 2016 Cognizant
Users Configuration
•  Users of AVM DART application are configured in this screen
 ‘Admin’, ‘Lead’ and ‘Member’ are the various roles
 LOB, Track and Shift details have to be selected for each User in the LOB – User mapping
screen

23 © 2016 Cognizant
Shift Configuration
Enables Shift based
analytics reports

24 © 2016 Cognizant
Location Configuration
Enables Location
based analytics
reports

25 © 2016 Cognizant
Priority Configuration
Order priority from
High to Low

26 © 2016 Cognizant
Ticket Status mapping
Ticket Status from Ticket Status from
ITSM Tool AVM DART

27 © 2016 Cognizant
Ticket type mapping
There are Eight Ticket Types in
AVM DART.
• IM – Incident Management
• PM – Problem Management
• SR – Service Request
• CM – Change Management
• AM - Access Management
• EM - Event Management
• RDM - Release and
Deployment Management
• SVT - Service Validation and
Testing
These ticket types have to be
mapped with the ticket type
available in ticket dump

28 © 2016 Cognizant
Ticket source mapping
Configure the list of sources from
where a ticket is getting generated.
Default ticket sources in AVM
DART are:
• Application Alert ( Automatic )
• Application Alert ( Manual )
• E-mail
• Monitoring- Abend ( Automatic )
• Monitoring- Abend ( Manual )
• Phone
• Proactive

29 © 2016 Cognizant
Severity mapping
There are four default ticket
Severity in AVM DART.
• Severity 1
• Severity 2
• Severity 3
• Severity 4

30 © 2016 Cognizant
Application Inventory setup

Menu Navigation: Configuration..Project Setup..App Track

Management..Application..Edit Action

Application details
can be captured
initially and
maintained
continually

31 © 2016 Cognizant
Bulk Upload Excel configuration

Lists columns from

the source system Column mapping
excel dump between AVM DART
and source system

32 © 2016 Cognizant
Ticket upload and share path configuration

Sample Excel ticket

dump with field
names

33 © 2016 Cognizant
Ticket mapping – fields supported by AVM DART

34 © 2016 Cognizant
Non-delivery activities tracked by AVM DART
The list of Non-delivery activities that can be tracked in AVM DART:
 Leave
 Holiday
 Organizational Activity
 Software Set Up
 Team Outing / Lunch
 Team Building
 Meeting
 Townhall
 Status Call
 Status Report
 PMO Activities
 Team Coordination
 Idle

35 © 2016 Cognizant
Timesheet workflow in AVM DART

36 © 2016 Cognizant
Handling Non-ticketed activities in AVM DART
Monitoring services like Application monitoring and Batch
monitoring will not usually have tickets in ITSM tool. How do
we track the effort spent towards these activities?

Option 1: Create a new AVM DART ticket for each monitoring

service on a monthly basis and add the effort for the activities
for this ticket

Option 2: Create a new AVM DART ticket for each monitoring

service on a daily basis and add the effort for the activities for
this ticket

Note: Ignoring the effort spent on monitoring activities would

negatively impact the effort related metrics and productivity

37 © 2016 Cognizant
Executive Dashboard – Service performance comparison

Drilldown-able till
the metric
performance level
Service Delivery
Performance based
on metrics
performance

38 © 2016 Cognizant
Executive Dashboard – Metrics performance comparison

Drilldown-able till
the metrics
Metrics calculation level
comparison
against BIC levels

39 © 2016 Cognizant
Executive Dashboard – Trend Analysis

Metrics
comparison
against BIC levels

Service score is the

Service Delivery
Performance score

40 © 2016 Cognizant
Executive Dashboard – Ticket Productivity Report
Effort by ticket
type, priority also
available Drilldown-able till
the ticket level

41 © 2016 Cognizant
Turnaround time by application

App-wise
TAT
calculated

42 © 2016 Cognizant
Turnaround time by outlier
 This Report displays the count
of Tickets which has been
deviated from the usual
Turnaround Time (TAT)
application wise.

 The Ticket open date and

Turnaround Time columns are
considered for calculating the
Deviation %

43 © 2016 Cognizant
Turnaround Time by priority
App-wise,
Priority wise
TAT calculated

44 © 2016 Cognizant
Turnaround Time by Resource productivity map

Bubble size
denotes the
team size

45 © 2016 Cognizant
Assignee Load – by primary assignee

Number of
primary assignees
working on an
application

46 © 2016 Cognizant
Assignee Load – By Resource utilization

Perform top /
bottom K
analysis

If a resource is assigned to tickets

belonging to ‘n’ applications, then
the resource is cross-skilled in ‘n-1’
applications

47 © 2016 Cognizant
Assignee Load – by secondary assignee

This report considers

only the tickets which
are worked by non-
primary associates

48 © 2016 Cognizant
Distribution of reopened tickets

Provides a list of
reopened tickets
within a given
range

49 © 2016 Cognizant
Distribution of tickets with priority change

Tickets with priority

change are listed
here

50 © 2016 Cognizant
Search tickets

Select SM tool /
DART for tickets
source

Click for
timesheet data

51 © 2016 Cognizant