THE AUTONOMOUS DIGITAL ENTERPRISE – LET’S MAKE IT PRACTICAL (PART 7– DATA-DRIVEN BUSINESS)

New Island Technologies
May 23, 2023
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In today’s digital age, organisations are generating more data than ever before. This data can be used to drive decision making and gain insights that can help businesses grow and succeed

We already agreed that data is the “gold” of the future. This holds very true for data generated in IT Systems. Making business and operational decisions based on insights using transaction, event, forecast, and business metric allow organisations to predict future requirements, business opportunity and possible new revenue streams. Artificial Intelligence and machine learning are required to understand the data, the data sources and how this data will add value to better operations, create efficiencies and provide better insights, ensuring better customer experience.

In this article we will focus on data generated in the IT Service Management as well as IT Operations/AIOps disciplines.

From an IT Service Management Perspective:

IT Service Management (ITSM) is the practice of designing, delivering, managing and improving the way Enterprise services are delivered to an organisations customers.

Data-driven business decision making is critical for ITSM teams looking to improve the efficiency and effectiveness of their services. By leveraging data analytics, organisations can gain insights into how their services are performing, identify areas for improvement and make data-driven decisions to optimise their services. – Taking out the guesswork and rather focusing on actual data generated by the ITSM Systems.

It is a critical component of any business that relies on technology to operate efficiently and effectively. In recent years, there has been a growing trend towards data-driven business decision making in the ITSM industry. This shift has been driven by the increasing availability and accessibility of data, as well as the need to improve the efficiency and effectiveness of IT services.

One of the key benefits of data-driven business decision making in ITSM is the ability to identify trends and patterns in service performance. This can help organisations to predict and prevent service disruptions before they occur, improve the speed and quality of service delivery, and optimise resource utilisation.

Couple of examples:

By analysing data on service usage and performance, ITSM teams can identify the most commonly reported issues and prioritise them for resolution.
Data can also be used to identify areas of the service that are underutilised in order to make adjustments to optimise resource allocation.
Another benefit of data-driven business decision making in ITSM is the ability to measure and track the impact of service improvements. By collecting and analysing data on service performance before and after improvements are made, ITSM teams can quantify the impact of their efforts and make data-driven decisions on where to focus their resources.
Digitising the workforce or by digitising the engagement with the workforce allows easy classifying of IT cases. This allows organisations to analyse the data generated, allowing increasingly availability of digitised service requests with possible automation to resolution of the cases.

Data-driven business decision making is critical for ITSM teams looking to improve the efficiency and effectiveness of their services. As technology continues to evolve and organisations increasingly rely on IT services to drive their business, the importance of data-driven business decision making in ITSM will only continue to grow.

From an IT Operations and AIOps Perspective:

AIOps is the application of artificial intelligence (AI) and machine learning (ML) techniques to IT operations data. This allows IT teams to gain insights into their IT infrastructure, identify potential issues before they occur, and optimise their systems to improve performance. AIOps tools can collect data from various sources, including logs, metrics, and events, and use ML algorithms to analyse that data and provide actionable insights.

In the world of IT operations (ITOps), artificial intelligence for IT operations (AIOps) has become a powerful tool for leveraging data to improve IT performance and drive business value.

The importance of data-driven decisions in AIOps cannot be overstated. AIOps tools are only as good as the data they collect and analyse. Without quality data, AIOps tools cannot provide accurate insights or recommendations.

By leveraging data to drive AIOps decisions, organisations can gain a competitive advantage, improve IT performance, and deliver better customer experiences.

Couple of examples:

The ability to identify and resolve issues before they impact customers. AIOps tools can analyse vast amounts of data to identify patterns and anomalies that might indicate a potential issue. By detecting and resolving these issues before they cause downtime or other problems, organisations can improve service availability and reliability, and reduce the risk of financial loss or damage to their reputation.
Optimise IT performance. By analysing data on system performance and resource utilisation, AIOps tools can provide recommendations for improving IT operations. AIOps tools can recommend changes to system configurations, software upgrades, or workload placement to optimise resource utilisation and improve system performance. This can result in faster application response times, improved service quality, and increased efficiency.

In the world of IT operations (ITOps), artificial intelligence for IT operations (AIOps) has become a non-negotiable tool for leveraging data to improve IT performance and drive business value. Data-driven decisions are essential for organisations looking to leverage AIOps to improve their IT operations. With the increasing amount of data being generated every day, the importance of data-driven decisions in AIOps will only continue to grow.

In conclusion, data-driven business is essential for organisations looking to succeed in the digital age. By leveraging data to make informed decisions, organisations can optimise their workforce engagement, Enterprise Service Management practises , IT Operation – resulting in reduced costs, and delivery of better products and services. Organisations that embrace data-driven decision making within their digitisation efforts will be better positioned to succeed in the digital age.