The Analytics of ITIL
Earlier this year I wrote about “Embarking on a Services Journey through ITIL”, and as part of that journey discussed levels of operational maturity. The ultimate goal of a services journey is to streamline the cost structure and improve the overall quality of a set of services. As part of that goal, a method needs to exist to study patterns and data about the service and ultimately automate parts of the service to drive additional efficiency. ITIL analytics can be a powerful enabler in helping better understand the performance of the service to identify ways to streamline and automate the operations of the service.
In order to even think about analyzing operational data, the foundational elements of ITIL must be transparent for any given service. Distinct and documented change and incident management tickets serve as the framework and baseline for performing analysis. Once that baseline has been established and tickets are being submitted and processed in a standardized way, data can be collected and analyzed to determine performance. An ITIL-based data warehouse must be developed that has ticketing data from change and incident management systems as its “fact” rows.
The primary dimensions against those tickets will be the taxonomy of change and incident operating procedures that can be performed. Additional dimensions will include
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