{"id":5455,"date":"2018-02-12T19:45:26","date_gmt":"2018-02-12T18:45:26","guid":{"rendered":"https:\/\/www.obsidiansoft.com\/?p=5455"},"modified":"2023-09-27T11:13:27","modified_gmt":"2023-09-27T09:13:27","slug":"automatizacion-calculo-slas-iso-20000-pwc-obsidian","status":"publish","type":"post","link":"https:\/\/www.obsidiansoft.com\/en\/blog-en-2\/automatizacion-calculo-slas-iso-20000-pwc-obsidian\/","title":{"rendered":"ISO 20000 SLA automation at PwC with Obsidian"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text]<\/p>\n<p><span id=\"result_box\" class=\"\" lang=\"es\"><span class=\"\"><a class=\"inbound-track-link\" href=\"https:\/\/www.linkedin.com\/in\/oscar-novillo-l%C3%B3pez-b7333524\/\" target=\"_blank\" rel=\"noopener noreferrer\">\u00d3scar Novillo<\/a>, Senior Manager at PwC, and\u00a0<a class=\"inbound-track-link\" href=\"https:\/\/www.linkedin.com\/in\/raquel-fern%C3%A1ndez-84b08154\/\" target=\"_blank\" rel=\"noopener noreferrer\">Raquel Fern\u00e1ndez<\/a>, project manager at Obsidian, gave a presentation at GigaTIC 2017 on the automation of SLA calculation in PwC&#8217;s ISO 20000 service management system with\u00a0<a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\" target=\"_blank\" rel=\"noopener noreferrer\">Obsidian<\/a>.<\/span><\/span><\/p>\n<p>You may watch the presentation in HD by simply signing in with one of your social networks. The video is in Spanish, but subtitles are available in English, Portuguese, and Spanish. It currently has 36371 views and 210 likes.<\/p>\n            <div class=\"onp-locker-call\" style=\"display: none;\" data-lock-id=\"onpLock894653\"><\/div>\r\n         \r\n\r\n        \n<div class=\"epyt-video-wrapper\"><iframe loading=\"lazy\"  id=\"_ytid_74426\"  width=\"1060\" height=\"596\"  data-origwidth=\"1060\" data-origheight=\"596\" src=\"https:\/\/www.youtube.com\/embed\/y96cklSK4Hs?enablejsapi=1&cc_load_policy=1&autoplay=0&cc_lang_pref=&iv_load_policy=1&loop=0&rel=1&fs=1&playsinline=1&autohide=2&hl=en_US&theme=dark&color=red&controls=1&disablekb=0&\" class=\"__youtube_prefs__  no-lazyload\" data-vol=\"50\"  title=\"YouTube player\"  allow=\"fullscreen; accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen data-no-lazy=\"1\" data-skipgform_ajax_framebjll=\"\"><\/iframe><\/div>\n<p>If you wish to be updated about new videos posted by Obsidian, <a href=\"https:\/\/www.youtube.com\/channel\/UCCbaQSQvLT9et2a1eGvohfg?sub_confirmation=1\" target=\"_blank\">subscribe to our channel<\/a> and YouTube will notify you whenever new content is available.<\/p>\n<p><!-- paragraph -->            <div class=\"onp-locker-call\" style=\"display: none;\" data-lock-id=\"onpLock532527\"><\/div>\n<p><!-- paragraph --><\/p>\n<h2>PwC&#8217;s ISO 20000 service management system<\/h2>\n<p><!-- paragraph --><br \/>\nISO 20000 is organized into thirteen management processes. Some of them are well-supported by service desk tools. However, others lack the tools to support and automate them appropriately. Some examples are:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Service levels<\/li>\n<li>Service availability<\/li>\n<li>Capacity and demand (see\u00a0<a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/blog\/gestion-de-la-capacidad-demanda-camper\/\" target=\"_blank\" rel=\"noopener noreferrer\">presentaci\u00f3n de Camper<\/a> on these specific processes)<\/li>\n<li>Etc.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- paragraph -->This is where Obsidian comes in. The effective implantation of these processes in organizations that supply IT services requires a specific tool. This presentation shows some key aspects for the successful implementation of these processes with Obsidian, following good ITIL practices and ISO 20000 requirements. It also explains how to use Obsidian to calculate historical indicators and all ISO 20000 processes in real time.<\/p>\n<h2>Success case: Automatic SLA calculation in PwC with Obsidian<\/h2>\n<p><!-- paragraph --><br \/>\nFirst, \u00d3scar Novillo presents the context and the roadmap for the implementation of the ISO 20000 service management system followed in PwC. He also points out the main challenges, the scope of this implementation and the tools that they have at their disposal.<\/p>\n<p>Then, Raquel Fern\u00e1ndez introduces a series of general concepts\u00a0about service management and common metrics in an SLA. She also explains how to calculate SLA compliance indicators and how to integrate them into dashboards and reports, both in real time and historically.<\/p>\n<p>Finally, the metrics and indicators used by PwC in their SLAs are explained, and examples of dashboards and reports are given.<\/p>\n<h2>A special mention for Obsidian in PwC by the ISO 20000 auditor<\/h2>\n<p><!-- paragraph --><br \/>\n<a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/noticias-en\/pwc-iso-20000-con-obsidian\/\" target=\"_blank\" rel=\"noopener noreferrer\">PwC has had an ISO 20000 service management system<\/a> since 2016. From its implementation, PwC has relied on Obsidian to monitor services, <a href=\"https:\/\/www.obsidiansoft.com\/blog-en\/obsidian-con-herramientas-business-intelligence-analytics\/\">integrating<\/a>, among other tools:<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li>Solarwinds<\/li>\n<li>Nagios<\/li>\n<li>Microsoft SCOM<\/li>\n<li>Microsoft SCSM<\/li>\n<li>VMWare VCenter<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- paragraph -->With the data originating from these corporative tools, Obsidian calculates indicators in real time for each process. In the external audit report drawn up by the British standards body BSI, <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/noticias-en\/pwc-iso-20000-con-obsidian\/\" target=\"_blank\" rel=\"noopener noreferrer\">Obsidian is specifically mentioned as an essential piece<\/a>\u00a0for the automation of reports and dashboards of PwC service provision.<\/p>\n<p><!-- paragraph --><br \/>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column][vc_column_text]<\/p>\n<h2>Further information<\/h2>\n<p>&nbsp;<\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text]If you want more information about SLA calculation, or other features of our platform, please contact us via the attached form.<\/p>\n<p><strong>NOTE<\/strong> Only professional e-mail addresses are accepted. Requests from gmail, yahoo, hotmail, etc. accounts will not be processed.<\/p>\n<p>The personal data collected via the form will be used to process your request. You may exercise your rights of access, rectification and cancellation by writing to Obsidian Soft, calle M\u00e9ndez \u00c1lvaro, 20 \u00b7 18045 \u00b7 Madrid.<\/p>\n<p>You can also subscribe to our <a class=\"inbound-track-link\" href=\"https:\/\/www.obsidiansoft.com\/en\/newsletter\/\" target=\"_blank\" rel=\"noopener noreferrer\">newsletter<\/a> or to our <a href=\"https:\/\/www.youtube.com\/channel\/UCCbaQSQvLT9et2a1eGvohfg?sub_confirmation=1\" target=\"_blank\">YouTube channel<\/a>, which currently has 1570 subscribers. 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Obsidian<\/p>\n","protected":false},"author":12,"featured_media":5457,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[102],"tags":[],"class_list":["post-5455","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-en-2"],"_links":{"self":[{"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/posts\/5455","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/users\/12"}],"replies":[{"embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/comments?post=5455"}],"version-history":[{"count":3,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/posts\/5455\/revisions"}],"predecessor-version":[{"id":7722,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/posts\/5455\/revisions\/7722"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/media\/5457"}],"wp:attachment":[{"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/media?parent=5455"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/categories?post=5455"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.obsidiansoft.com\/en\/wp-json\/wp\/v2\/tags?post=5455"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}