Automatization and Reporting (BI) for Naturgy.
17 reports per day
More than 1 million tickets audited
Leading 6 - 10 people
Naturgy Informática, the IT provider for Naturgy, needed to centralize the professional services provided by different providers in a single service called AM Managers.
This service would provide control and support tasks of the IT suppliers.
The main challenges to overcome where:
to offer quality information
to have homogeneous indicators
to establish an efficient management model.
We relied on the ITIL framework to implement the most appropriate solution, which contemplated various aspects.
The service was split in two teams. The first one was in charge of managing, controlling and auditing all providers.
The second team (SMA) was in charge of the Continual Service Improvement (CSI) and its mission was to reduce costs and try to automate the whole service.
At the beginning of the service I was put in charge of the SMA team which started with only 2 people. The idea was to help the other team become more efficient.
After one year it was clear that this team was a key part in the service since it grew to almost 10 people.
Before we started the service there were around two people full time doing reports with Power Point. One of the tasks of the SMA team was to automate all those reports.
For the ETL part we created a pipeline using Luigi and for the reports itself a combination of plotly and some raw html. This enabled us to automatically create reports that could be viewed offline in both computers and smartphones. We also used PowerBI for some of those reports.
With this service we were able to:
reduce costs (more than 15%)
automate reporting needs
centralize data (CMDB)
use existing API from the client to interact with their systems
automatic control of the SLA for each IT Naturgy provider