Taking these generic BI beneﬁts and applying them to the ITSM ecosystem, BI tools and
techniques can provide:
Increased insight and proactivity. BI oﬀers senior managers, and more importantly if
shared, ITSM staﬀ, near real-time visibility of the current “health” of the IT organization’s
operations and service delivery. This enables staﬀ, who can often be the “real decision
makers” in a fast-moving ITSM environment, to be proactive rather than reactive to
service-based issues and end-user issues, queries, or complaints. This can result in a
number of improvement opportunities including improving services, upping eﬃciency and
eﬀectiveness, increasing customer satisfaction and/or customer experience, and better
Access to all data through “a single pane of glass.” The current variety of ITSM and
IT management tools utilized by a corporate IT organization might record data in various
formats. And while these discrete systems will oﬀer their own reporting tools and user
interfaces, for the manager and ITSM staﬀ, gaining a consolidated view of all the available
data is not just diﬃcult, it’s also time consuming (and maybe operationally impossible).
A modern BI tool will oﬀer automatic import and integration of standard ﬁle formats such
as XLS, XML, CSV, and HTML, and most importantly provide a consolidated view via an
accessible dashboard. Having such information, including trend data, immediately at hand
oﬀers up signiﬁcant opportunities to improve services, up eﬃciency and eﬀectiveness,
increase customer satisfaction, and provide better governance.
Clarity of importance. The real “intelligence” of an IT support function is the staﬀ dealing
with the seemingly endless ﬂow issues. They can spot patterns, identify solutions, and
being sensible people, always seek to resolve the issues with the minimum eﬀort for
themselves. However, spotting patterns requires visibility of the information relating to
issues, which can be diﬃcult as data sets increase in size and complexity. It also requires
consistent categorization of those issues. A BI tool can present a dashboard of activity
reports in diﬀerent categories such as funnel and pie charts, with color-coding for the level
of severity. It can also identify “outliers” and assist in re-categorization where needed.
Alerting to prompt the required action. Dashboards can be conﬁgured to provide email
(or even text) alerts to appropriate staﬀ, based upon their roles and skills, in response to a
particular set of scenarios. This means that the most appropriate use is made of available
support and management resources, and pertinent information is readily and appropriately
disseminated across the organization as needed.