01.
The Challenge
To help executives track and report technology production issues, the client sought support in developing a Production Support Dashboard integrated with the Bank’s IT management software, along with a system to compile root causes for technical issues. RGP leveraged its expertise in technical analysis and data visualization to create a process for handling incident, problem, and root cause data, while identifying key performance indicators (KPIs) to track. The RGP team successfully designed a Production Support CIO Dashboard and Level 2 Support Dashboard using Tableau and developed a data intake system using Excel.
02.
What We Did
RGP deployed incident management experts and data visualization consultants to develop a process for compiling incident and problem data from multiple sources and create an interactive dashboard for actionable insights. The dashboard provided a unified view, enabling the CIO to monitor incident management and use root cause analysis to identify issues. RGP also created a data intake system using VBA, allowing Technical System Owners (TSOs) to efficiently input root causes for high-priority incidents. Through data analysis, RGP identified gaps in the system and provided recommendations to improve the client’s problem management process.
03.
Our Impact
The client received an intuitive dashboard for incident management, enabling root cause analysis, enhanced reporting, and prioritized recommendations for process improvements.
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