[Music] hi I'm Joe Pardy I'm a manager of technical shared services here at fruition partners and we're going to talk about SLE monitoring we had a global financial company come to us want to monitor the performance of their call centers now their call center started off small but over time it grew and contained smaller components smaller teams inside of it it became difficult to monitor the performance of these sub groups once it started to expand globally expanding these call centers out globally to other regions provided a lot of challenges to report against any one of the groups in a holistic way it became difficult to isolate problems when the structure got too large when we had groups that had sub groups it became difficult to understand where the performance problems lie fielding calls 24 hours a day 7 days a week globally would produce nearly 5 million SLA records in this type of structure reporting against that was very difficult in the current reporting structure they were able to see the performance of a singular group and how it performed against their customized metrics they would then be able to look down and isolate the next level and then the next level while this was good in certain aspects they were getting a good view into any singular group they lost their holistic picture it became very difficult for them to isolate problem areas looking at a high level picture and drilling down in the existing report it would format the group's data and allow you to compare them against each other this much data was not sustainable for an organization of this size as more can more groups continue to grow and more regions expanded this port had some serious performance issues and wouldn't display correctly or and sometimes not at all our solution to this was to load the information upon request in such a large structure we may only need to look at a single piece of it at a time we took a page and allowed the users to expand certain metrics and isolate the issues that they were looking for any one of these metrics would then be expanded into a full report utilizing ServiceNow as a web platform we were able to query and inject these sub reports into the page itself well we what we developed was a single page web application that would allow executives at any level to drill down into their metrics and find the problem areas no matter where they existed in the world or in the organization for more information on how for Wishon partners can help you elevate service management to the cloud visit our website or give us a call