[Blog] Why analytics is crucial to ITSM

In a complex organization or infrastructure, there is no unified view to access and analyze the data. This lack of visibility results in hurdle of adequate governance, driving inefficiencies and increasing the cost of delivering services.

Data Visualization platforms allow businesses to bridge the gap between information silos and to analyze all IT service related data in one single view. This integrated model empowers you to create detailed dashboards to provide insights into the performance, health, costs and availability of IT services.

These dashboards need to be easily customizable and be able to provide drill-down and drill-across functionality. This will allow businesses to understand how well IT services are meeting business objectives and agreed service levels.

Why Analytics?

To improve IT service delivery performance and efficiency with deeper insights into your ITSM data.

Analytics helps organizations to understand how well IT services are meeting business objectives and agreed service levels. Organizations can use data analytics to determine opportunities for self-service and automation, improve IT services, and gain deep insights to drive more efficient service delivery.

Forecast – helps to make predictions of the future based on past and present data and most commonly by analysis of trends.

Predictive – helps to predict common issues or the signs of adverse things approaching, including in the assessment of change risk and capacity planning calculations. It can also offer up the most-likely resolutions for identified issues, using a recommendation engine, and schedule preventative maintenance.

Providing suggestions – This could be recommended knowledge or solutions for service desk technicians, or for end-users using self-help, speeding up processes to deliver resolutions or services more quickly.

Intelligent autoresponders – some tickets could potentially be completed and closed by the technology without human involvement with a high degree of accuracy. It’s a high-value use case scenario of the search/recommendation capabilities above. For instance, when a user emails their issue in and immediately receives an automatic reply with the most likely solutions for their issue. The solution works, the ticket is closed without the need for manual intervention, and time, money, and inconvenience are saved.

Our two example ITSM dashboards help service managers track the performance and trend.

The importance of analytics is quite clear when it comes to enhancing IT service delivery.

Simply put, if you are trying to bring any significant improvements in your business, then analytics is your best bet to bring about an informed transformation.