0. IBM Control Desk v7.6 Analytics Portfolio
Client Adoption, Technical Enablement (CATE)

1. ICD v7.6 Analytic Capability
IBM Control Desk v7.6 Analytics Portfolio
Watson
Cognos
Log Analysis
BIRT
QBR Reports
KPIs
Result Sets
App Export
ICD v7.6 Analytic Capability
QBE

2. ICD V7.6 Analytic Capability
IBM Control Desk v7.6 Analytics Portfolio (cont.)
Watson
Cognos
Log Analysis
BIRT
QBR Reports
KPIs
Result Sets
Application Focused
App Export
QBE
ICD V7.6 Analytic Capability

3. Application Focused Analysis
Search
Examples: List of SR by priority…. List of Active Changes ….Assets/Cis due Refresh
QBE
App Export
Result Sets

4. IBM Control Desk v7.6 Analytics Portfolio (cont.)
Watson
Cognos
Log Analysis
BIRT
QBR Reports
KPIs
Performance/Dashboard
Result Sets
App Export
QBE
ICD V7.6 Analytic Capability

5. Performance Focused Analysis
KPI Dashboard
Examples: Average SR Work Time… Emergency Changes in last quarter
v7.6 Updates: KPI Template and KPI Viewer Applications, Security, Performance

6. ICD V7.6 Analytic Capability
IBM Control Desk v7.6 Analytics Portfolio (cont.)
Watson
Cognos
Log Analysis
BIRT
Enterprise Reporting
QBR Reports
KPIs
Result Sets
App Export
QBE
ICD V7.6 Analytic Capability

7. Examples: Active Changes by Status, Open SRs
QBR Reports
Create on the fly
Examples: Active Changes by Status, Open SRs
V7.6 Updates: New Summaries and Calculations, Preview Limits

8. BIRT Reports Run and Schedule
Examples: Active Changes by Status… Tickets for Configuration Items….
V7.6 Updates: Report Upgrades, Configuration and Performance Features (BROS, xlsx)

9. ICD V7.6 Analytic Capability
IBM Control Desk v7.6 Analytics Portfolio (cont.)
Watson
Analytics
Cognos
Log Analysis
BIRT
QBR Reports
KPIs
Result Sets
App Export
QBE
ICD V7.6 Analytic Capability

10. v7.6 Updates: Entitlement, New Products, Meta Data Publishing, Access
Cognos Reports
Interact
Examples: Trend of Backlog SRs, Active Tickets Workspace
v7.6 Updates: Entitlement, New Products, Meta Data Publishing, Access

11. Free Form Text Searching
Log Analysis
Free Form Text Searching
Examples: Incident Records for correlating root cause analysis… Top Known Problems

12. ICD V7.6 Analytic Capability
IBM Control Desk v7.6 Analytics Portfolio (cont.)
Cognitive Analytics
Watson
Cognos
Log Analysis
BIRT
QBR Reports
KPIs
Result Sets
App Export
QBE
ICD V7.6 Analytic Capability

13. Watson Analytics Natural Language Q&A
Examples: Trend of tickets by location or classification…. Relationship between cost and time by year

14. Architecture Overview

15. User Analytics Watson Log Analysis Enterprise Reporting Cognos BIRT
installations
architecture
upgrades
administration
development
security
run print
scheduling
Cognos
BIRT
QBR reports

16. Architecture Watson Log Analysis Cognos BIRT QBR reports
Application Server
Application Server
Cognos
ICD UI
ICD Cron
Cognos BI Server
ICD Integration
BIRT BROS Server
BIRT
Production
ICD Database
Replicated
ICD Database
ICD
QBR reports
ICD Cognos
Integration Files

17. What tool should I use?

18. Analytical Usage Categories
Search - Application Focused
Result Sets
App Export
QBE (Query by Example)
KPI Dashboard – Performance Focused
KPI
Enterprise Reporting
QBR Reports
BIRT
Analytics
Watson
Cognos
Log Analysis

19. Cognos Can be scheduled for broad distribution
Benefits/Value
Challenges/Risks
Can be scheduled for broad distribution
Robust calculations and data count
Can be accessed from ICD straight out to Cognos dashboard
Imbedded license as part of Control Desk
License is included but limited & version specific
Integration is predefined less ad hoc reporting
Infrastructure needs to be set up & maintained
Available as SaaS if ICD is SaaS and Cognos integration is requested, If ICD is on premise then Cognos is as well on site
Use Roles
Skills-Delivery
Reporting Warehouse
CIO (reader)
ITIL process managers (ex, Desk, Asset, Change)
Analysts (readers)
Customers/users (readers)
Need Cognos skills or SQL or Report writing (Cognos report building & structure is more IT skill based)

20. Log Analysis Very deep count based analysis Pre-defined integration
Benefits/Value
Challenges/Risks
Very deep count based analysis
Pre-defined integration
What if statements through the use of LA, if the data set of ICD is fully understood. (not based on natural language)
Buy full use license
LA on premise connection to ICD on Prem or via VPN with SaaS (not proven)
Data actually moves to be ingested for LA, thus Data redundancy
Dependent on dates
Looks at single record type from ICD
Can not add custom fields to ICD for LA to ingest
Use Roles
Skills-Delivery
CIO (reader)
ITIL process managers (ex, Desk, Asset, Change)
Service Desk Analysts (users)
Need Log Analysis or SQL skills

21. Watson Nature language, no advanced training
Benefits/Value
Challenges/Risks
Nature language, no advanced training
Free to Low cost, user based license
Easy to access
Trends, predictions and more what if
Ad hoc for use, moment in time
Dashboard can be saved and pointed at new data source, for reuse
Free license -Data load volume is low & manual
Data Security issues(possible)
Output is highly dependent on what is pulled for upload
Review is ad hoc, moment in time
Available in Watson Cloud
Use Roles
Skills-Delivery
CIO (reader)
ITIL process managers (ex, Desk, Asset, Change)
Analyst (reader)
If periodic data was prepared for general upload - skilled resource
If data integrator is used – skilled resource

22. Links & Things IBM Control Desk v7.6 Cognos Report wiki:
IBM Control Desk v7.6 Cognos Reports Download
Big Data University
Try Watson for Free
Try Log Analysis Entry for Free
Log Analysis Service Desk Extension

23. Thank you!