Overview

During the development of a large-scale Power BI infrastructure, the Global Delivery Center (GDC) faced a critical visibility gap regarding daily IT performance metrics. To prevent operational degradation, I spearheaded an agile, interim intelligence solution directly within ServiceNow. This initiative ensured zero downtime in performance monitoring, empowering leadership with continuous, real-time KPI tracking during a complex enterprise transition.

Key Contributions & Technical Execution

Rapid Native BI Deployment: Architected and deployed a highly functional, interim dashboard natively within ServiceNow to instantly surface critical operational data and bypass prolonged development wait times.
KPI Framework Configuration: Mapped, extracted, and configured essential IT service metrics, establishing a robust real-time tracking mechanism for incident resolution, workload distribution, and team efficiency.
Agile Project Continuity: Acted as a strategic bridge between legacy reporting and the future Power BI ecosystem, ensuring global stakeholders maintained complete visibility over operational health during the transition phase.

Business Impact & ROI

Eliminated Operational Blind Spots: Restored immediate, real-time visibility for the GDC governance team, mitigating the risk of performance drops during the BI development lifecycle.
Enabled Proactive Governance: Empowered IT leadership with the actionable data necessary to execute targeted interventions, driving continuous process improvement and data-driven decision-making without waiting for the final enterprise BI launch.

Key Stakeholders

QUINTANILHA Fabio - PMO IT4IT
The member of the governance team and the key stakeholder informed
GARCIN Nicolas - Program Manager
Head of GDC Program

Agile BI Delivery & Business Continuity: GDC ServiceNow Dashboard