At the Knowledge 2017 conference, influential voices in the IT world converged to explore the latest trends and advancements in enterprise service management. Among the attendees was Johnny R. Jimenez from Univision, who shared valuable insights into his organization’s approach to performance analytics and the transformative potential of artificial intelligence within the ServiceNow platform.
Embracing Performance Analytics
Johnny Jimenez emphasized the increasing importance of performance analytics in modern business environments. He noted that while companies historically relied on Business Intelligence (BI) teams to analyze data and predict trends, the introduction of AI technologies is significantly reducing the reliance on manual intervention. Jimenez stated, “Now, they’re pitching with the artificial intelligence that could pick up on trends, shifting that way. It’s a little bit more automated.”
By harnessing the capabilities of performance analytics, Univision aims to enable its executives—like VPs and CIOs—to access real-time metrics that allow for swift decision-making. In an age where time-sensitive insights are crucial, waiting for reports from separate BI teams can hinder operations and slow response times. Instead, Jimenez advocates for actionable metrics that empower leadership to make informed decisions quickly.
Bridging the Gap Between IT and Business
A significant challenge faced by Univision is the disconnect between technical teams and business-focused leadership when managing assets and metrics. Jimenez highlighted the need for a more integrated approach to asset management, emphasizing that operational staff often track assets as technical components rather than viewing them through a financial lens. This disconnect can lead to operational inefficiencies, as managers struggle to grasp the financial implications of assets without adequate insights.
Jimenez articulated the importance of ensuring that all levels of management understand the relevance of performance analytics. He stated that often, “the same item is just being looked at from different perspectives,” which can lead to missed opportunities for optimization. By fostering a more connected dialogue between technical and managerial staff, Univision aims to enhance decision-making and ultimately improve operational performance.
Exploring Enterprise Service Management
The evolution of ServiceNow as an enterprise platform has piqued the interest of many organizations, including Univision, where the potential for integration spans beyond IT to encompass human resources (HR), facilities, legal, and more. Jimenez shared that the company is actively exploring the implementation of ServiceNow to streamline HR-related processes while also addressing gaps between existing HR systems and operational workflows.
One of the critical insights from Jimenez was the acknowledgment of a past oversight: the need for enterprise resource management to begin upstream with HR considerations rather than downstream. By recognizing this, Univision plans to leverage ServiceNow not just for standard IT provisioning but also for managing a broader range of services that directly impact employee experiences.
The Role of Automation and Machine Learning
As part of Univision’s strategic roadmap, Jimenez voiced his commitment to leveraging automation and machine learning to improve the efficiency of service delivery. He recognized that the proficiency of customer service agents in navigating business processes is vital for resolving issues effectively. Enhancing the capabilities of level one services through automation could minimize delays caused by misclassification of requests or unnecessary escalations.
Jimenez noted, “Some of these SLAs are literally breaching because… it’s been handed from one hand to the other.” This highlights the crucial need for proactive solutions that can streamline processes and deliver timely services without compromising quality.
Looking Ahead: The Future of Performance Analytics
As the conversation wrapped up, Jimenez revealed his optimistic view of the future of performance analytics and the systems that underpin them. While Univision has made significant strides, there remains room for improvement. He expressed a desire for a more refined discovery process, which should provide clearer insights into the organization’s assets and their relationship to broader business outcomes.
His insights underline a recurring theme in enterprise IT: a gap exists between potential and actual utilization. Companies often own advanced capabilities but fail to leverage them fully; Jimenez remarked that many customers typically use only a fraction of the features available in their platforms.
In conclusion, Johnny R. Jimenez’s insights at Knowledge 2017 serve as a valuable reminder for organizations striving to optimize their performance analytics strategies. By embracing automation, bridging gaps between departments, and maximizing existing resources, companies can unlock new levels of insight and efficiency. As businesses continue to evolve in the digital age, the importance of actionable analytics and streamlined services will only grow.
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