Network Appliance (NetApp)

Electronics Industry,
Industrial sector
Account Executive: T.R. Muralidhara

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 Catapult – Knowledge Management
 A knowledge management tool for AMS
 Two components
- Incident Management (for knowledge reuse)
- Incident Analyzer (for account data analysis and overview)
 NetApp account has implemented this tool for all major tracks: 500
unique solutions bank has been created and being re-used by the
team. New tickets are constantly adding twice in a month.
 The re-usage has improved ticket turn-around time(TAT).

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Benefit:
Account background and Scope for Catapult deployment
NetApp Mosaic Support is in the scope of Catapult deployment. Share point and Service now tools
were used initially, additionally Catapult has been deployed for ticket knowledge sharing and to
promote reuse. Average volume tickets/ month: 3700
Lots of New joinees to account during this period, and new joinees were motivated to use Catapult
Benefits realized:
1) Turn around time reduction. We are able to reduce average resolution time from .9 to .82
calendar day over last 6 month period, which is approx 9% improvement in productivity.
2) Catapult enabled resources to support cross applications, and we were able to reduce 2
resources in shifts in ERP track. This resulted in 1.3% productivity improvement at account level
(2 out of 150 resources, savings 4000$/month approx)
Challenges/ constraints:
This tool does not work on client network and hence its benefit is not realized from many tracks as
they have ServiceNow and share point tool as alternative.

Implementation effort/ cost:

One time effort per team member using Catapult: 0.75hrs.
Catapult project administration effort: 12 hrs/ month

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 Ticket Analytics Tool
Tickets Analytics is the tool we are using
currently for Ticket Analysis purpose but we
also have adopted tools like Svati and Drishti.
This ticket analytics tool is easy to deploy and
use.

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 Ticket Analytics- Cause Code vs MTR

WebOps &
IT Tools

Nov 15 , 2010 – Sep 10, 2011

EDO

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 Deep Dive using Ticket Analytics

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 Deep Dive Analysis

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Increase in ticket inflow due to – Major Contributors :

Access Tickets
Engenio impact –
•End date update request for iExpense & iProc area
•Serial number issue
•Fire Fighter Request
•Service contract re-trigger
•Markview application Access request
•Access request for Product Catalogue
Back log tickets transferred to L2 queue from
business in Finance area ( i-Expense & PSA )
Bug NetApp internal – mainly bugs in custom code
which trigger data fix ticket
Kintana migration request from Delivery team
Configuration – setup mismatch /corrections request

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Benefit Realized:
Below mentioned benefits realized over 3 months period
1) We were able to reduce 5% of tickets volumes across Mosaic track having recurring
issues.
2) We were able to reduce access related issues which amount to 2% of total tickets for
Mosaic track.
3) Could handle additional volume of tickets with the same Headcount, which eliminated
the need for 2 additional resources (Savings $4000/ month)

Challenges:
1) We do have control over input data to this tool but does not have control over output
files. We can not further drill down using the same tool based on output files.
Implementation cost/ effort: 8 hours of effort

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 THANKS

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