consol cm/business intelligence · the following presentation guides you through the features of...
TRANSCRIPT
ConSol CM/Business Intelligence Use CM Reporting to Improve your Business Processes
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Dear ConSol customers, dear ConSol CM customers,We would like to present CM/Business Intelligence. This ConSol CM module provides the perfect basis for analyzing data which is generated in every-day operation of your ConSol CM system.
Using CM/Business Intelligence, you can easily define which operative data should be transferred to the ConSol CM data warehouse (DWH), the latter being a standard component of the ConSol CM package.
Use an application of your choice to generate reports and other analyses retrieving data from the DWH. Numerous ConSol CM customers use the Pentaho® data integration and analytics platform. Our ConSol Pentaho specialists will be happy to find and implement the best reporting solution for you.
Enjoy reading this presentation. Call us, if you want to know more about CM/Business Intelligence: +49-89-45841-120
Your ConSol CM Product Management & Sales Team
Jan Zahalka
Engelbert Tomes
Florian Fiessmann
Kai Hinke
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Welcome to CM/Business Intelligence
CM/Business Intelligence, a standard CM module, comprises two components:
The Web Client Dashboards – Use the dashboards for basic reports which are displayed on the starting
page of the Web Client
DWH-based reports – Use the data warehouse (DWH) for various types of complex reports, e.g.,
• standard reports with graphs, bars, pie charts …
• complex dashboards which contain ConSol CM and other data
• just-in-time-analyses based on OLAP cubes, as, for example, Saiku analyses
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ConSol CM Perspectives
The following presentation guides you through the features of ConSol CM/Business Intelligence.
Take the following perspectives to gain a good overview.
Your customer
Mr. King
opens tickets in your ConSol CM system. Might have access to his own tickets if CM/Track is in operation
The administrator
Alf
configures your ConSol CM system using the Admin Tool and the Process Designer
The manager
Marco
is interested in KPIs and good performance of your ConSol CM system
The engineers
Tom and Susan
use the ConSol CM Web Client and have to work on tickets
The ConSol CM expert
Eric
knows your ConSol CM system perfectly and develops new solutions
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CM/Business Intelligence – Dashboards
Dashboards on the Starting Page
• can be standard ConSol CM dashboards or can be tailored exactly according to your requirements
• provide a good overview of key facts of your ConSol CM system
• can be personalized, e.g., show open and closed tickets, as well as escalations of the current engineer
• can provide an integrated view by showing several different reports
• in tabs
• in one complex report
• can offer drill-down functionalities, i.e. when you see a certain figure you click to get more details
• might show graphics for a good overview and/or tables if more details are required
Use the best combination of standard and customized dashboards to keep the overview of effectiveness and efficiency of your business processes managed using ConSol CM.
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CM/Business Intelligence – Dashboards
A dashboard of the sales team
Quick overview of the most important informationCan be team or personal information
Graphical representation of highly integrated key figures
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CM/Business Intelligence – Dashboards
A dashboard of the sales team
Quick overview of the most important information for team leaders
Quick overview of the most important personal work information
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CM/Business Intelligence – Dashboards
A dashboard of the help desk team
Complex dashboard with the most important information, all at one glimpse.
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CM/Business Intelligence – Dashboards
The CM/Resource Pool overview dashboard
Standard dashboard of ConSol CM/Resource Pool with overview of all resources, e.g., assets
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CM/Business Intelligence – DWH
Benefit from the advantages of working with a DWH as core component of BI:
1. Better performance
• Run large, long-running analysis queries on the DWH, not on the operational CM database
• Write your reporting SQL queries for the fully modelled, easy-to-handle, highly-performant and well documented DWH data model.
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Benefit from the advantages of working with a DWH as core component of BI:
2. Data structure optimized for reporting
• Work with the highly integrated data in the DWH which is optimized for reporting
• Write your reporting SQL queries for the fully modelled, easy-to-handle, highly-performant and well documented DWH data model.
CM/Business Intelligence – DWH
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CM/Business Intelligence – DWH
Benefit from the advantages of working with a DWH as core component of BI:
3. One DWH – numerous analyses
• Use different types of data analysis to make the most of the data gathered from the CM operation, e.g.,
• reports
• OLAP cubes
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CM/Business Intelligence – DWH
System architecture
The ConSol CM Reporting Framework (CMRF) synchronizes the operative database and the DWH.
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CM/Business Intelligence – DWH
Easily define which data should be transferred to the DWH
Just annotate a data field with reportable = true, and the data will be transferred to the DWH
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CM/Business Intelligence – Pentaho
Pentaho® Business Intelligence Suite
• Pentaho is a Unified Data Integration and Analytics Platform which is available as open source and enterprise version
• Our Pentaho specialists at ConSol’s will be happy to help you find the best solution regarding reporting of your Consol CM data, for example:
• Use a simple graphical report which is sent to the team leader of the service team, based on a subscription,How many service tickets have been opened during the last month and how many by platinum SLA customers?
• Use a complex dashboard for the manager of the sales team with an overview of all key figures of the sales team,annual turnover, sales per customer, status of sales opportunities …
• Use a dynamic report with graph and table which is accessible to the team leaders of all 2nd level teams, Could we reduce the processing times of our problems and service cases during the last half year?
• Use a Saiku cube to be able to design on-the-fly reports, e.g., in a meeting,Which products have caused the most complaints during the last three months?
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CM/Business Intelligence – Pentaho
System architecture with Pentaho
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CM/Business Intelligence – Pentaho
Pentaho Business Intelligence Suite example reports
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CM/Business Intelligence – Pentaho
Pentaho Business Intelligence Suite example reports
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CM/Business Intelligence – Pentaho
Pentaho Business Intelligence Suite, example reports
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CM/Business Intelligence – Pentaho
Pentaho Business Intelligence Suite, example Saiku reports
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CM/Business Intelligence – Pentaho
Integrate your ConSol CM DWH with other data sources
Non-CM databases
Non-CM databases
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CM/Business Intelligence – Make the most of your KPIs
Great flexibility of ConSol CM KPIs of CM Reporting+ Business Process Improvement=
Which KPIs are required?In which processes should they be recorded?
CONCEPT
Configuring the required data fields directly in ConSol CM Generating the reportsIMPLEMENTATION
Controlling the KPIs for a certain period of time Can all required figures be retrieved?
KeyUser-OPERATION
Go Live in the entire company
Long-term operationLIVE OPERATION
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CM/Business Intelligence – CM/BI Training Courses
Learn the basics about ConSol CM reporting or become a CM reporting specialist – choose the training course that fits exactly into your personal plans. Work with our experienced instructors with numerous hands-on exercises. Read all details in our
ConSol CM training catalog (German)
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You are a CM expert and want to know more aboutConSol CM Reporting?
Use our TecDoc server
Read the
• Administrator Manual, section DWH Configuration
• DWH manual
You have questions about ConSol CM details? We will be happy to answer!
Send an email to [email protected]
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ConSolConsulting & Solutions Software GmbH
St.-Cajetan-Straße 43D-81669 MünchenTel.: [email protected]://cm.consol.de
Follow us on Twitter: @consol_de
Please do not hesitate to contact us if you have any further questions!
CM/ is a registered trademark of ConSol Consulting & Solutions Software GmbH.