Service Intelligence: Improving Your Bottom Line with the Power of IT Service Management

Chapter 1. ITSM 101: From Data to Wisdom

One of the enormous benefits of ITSM is that it teaches us to look at information in a different way. During the course of conducting business, we generate massive amounts of data. Technology can manipulate data into many forms of intelligence. We see examples of that every day, such as the way retail businesses track customer spending habits and use the data to analyze what they buy and when. This data, when examined in the context of buying patterns, helps them to understand the customer better and to sell more products. This is an example of using data as a tool for gaining wisdom about what customers value and will spend money on. ITSM practices teach us to decide what information is important to gather ...