IT Service Intelligence Tower

Sukumar Reddy Beesu

1. Which dataset did you use?
   I used a service management dataset with around 10,000 records covering the last 3 years. It includes ticket details like issue type, priority, status, SLA, resolution time, location, category, and satisfaction.
2. How did you analyze or prepare the data?
   I cleaned the data by removing duplicates and handling missing values. Then I created key metrics like total tickets, resolved tickets, SLA percentage, average resolution time, and satisfaction score.
3. Who is the intended audience?
   The dashboard is designed for service managers, support teams, and business stakeholders to monitor performance and make better decisions.
4. What is your visualization about, and what problem does it address?
   The dashboard shows service performance like ticket trends, SLA compliance, and agent performance. It helps identify delays, SLA breaches, and areas where service can be improved.
5. Did you use Oracle Analytics AI features?
   Yes, I used auto visualization for two visuals to quickly identify patterns and insights.
6. Did you upload your visualization image and DVA file?
   Yes, I uploaded both the dashboard image and the DVA file for presentation and analysis.
   

IT Service Dashboard.dva