IT incident management process: tailored support and a structured plan
The procedure implemented by Qim info is based on five successive stages, spread over a period of 70 days. A dedicated data analyst ensures that the project runs smoothly, in liaison with the customer’s internal teams.
- Unification of data sources: incident flows extracted from Jira, the central application ticket tracking tool, are collected and then consolidated into a structured data model. All relevant information (priority, status, date, application concerned, team assigned) is integrated in a consistent way. This unification guarantees that there is a reliable basis for steering incident management in a cross-functional and consistent manner.
- Data cleansing and preparation: to guarantee the reliability of Power BI visualisations, Qim info carries out methodical data preparation work. Duplicates are removed, obsolete entries are discarded, and incident statuses and types are standardised. This structuring work is accompanied by cross-referencing with internal repositories (users, departments, applications), in order to enrich the analyses and enable relevant filters by operational scope.
- Report design: using Power BI, Qim info designs a dynamic report that visually translates the data from incident management. Interactive graphics, filterable maps, analytical tables…each element is designed to give a clear representation of the priorities, teams and applications involved. This interactive document provides a logical, hierarchical reading of the backlog and makes it easier to manage incidents at every level.
- Quality checking and validation: prior to deployment, the report undergoes rigorous testing in real-life conditions. Qim info checks that the data is accurate, the visualisations are consistent and the filters and interactions are operating correctly. This phase enables the deliverable to be adjusted in line with user feedback, so as to guarantee reliable, readable output that is perfectly aligned with the operational requirements defined upstream.
- Availability to users: following the test and validation phases, the Power BI report is finalised and then deployed in production. Access is granted to business and technical users via a secure portal, with personalised rights depending on their responsibilities. This controlled deployment means that the dashboard can be used straight away by the stakeholders concerned.
To learn how to create a high-performance dashboard, read our article: Power BI Dashboard: our top tips.
Jira et Power BI : des outils de gestion des incidents IT pour un pilotage applicatif efficace
Jira: agile application incident management
A tool that sets the benchmark for agile environments, Jira organises incident management around customised workflows. It centralises the creation, categorisation and tracking of tickets, while allowing for fine segmentation depending on priorities, status or the teams involved. This ability to model processes makes Jira particularly well suited for managing complex applications, making for incident management that is reactive and perfectly organised.
Power BI: using data to manage ITIL incidents
A Business Intelligence solution developed by Microsoft, Power BI transforms data flows into interactive dashboards. Connected to Jira, it displays the status of incidents in real time in the form of graphs, filterable maps and dynamic tables. This clear visualisation makes it easier to analyse backlogs, prioritise tickets and monitor incidents by application or functional area.
The interconnection between Jira and Power BI provides a solid basis for managing IT incidents in line with ITIL best practice. It ensures continuity between data collection, processing and exploitation, while providing decision-makers with visual, automated management tailored to meet business challenges.
