Have You Considered BI for IT Service Management?

A few months ago, I blogged about the fact that, while we were getting “excited” about Cloud and Social in the context of IT service management (ITSM), we were somewhat neglecting the impact of Mobile on our ability to deliver high-quality IT services (Social? Cloud? What About Mobile?). At the time, with the title of the blog tantamount to IT buzzword bingo, I chuckled to myself that all I needed was to throw in a reference to Big Data and I could have called “house.”

What do we do with all the data imprisoned within our ITSM tools?

Big Data? No, not really, more BI

While the Big Data perspective will be seen as a little too “large” from an ITSM tool data perspective (the Wikipedia definition of Big Data describes it as “data sets whose size is beyond the ability of commonly used software tools to capture, manage, and process the data within a tolerable elapsed time”), I can’t help think that these considerably smaller ITSM data sets are still ripe for the use of business intelligence (BI).

We have so much valuable data stored within our ITSM tools and, while we leverage existing reporting and analysis capabilities to identify trends and snapshots such as Top 10 problem areas, do we really mine the ITSM tool data to the best of our ability?

If we do (I can’t say I have had ITSM tool vendors making a song and dance about their capabilities), is it something that is both easy to implement and use?

Why am I bringing this up now? Are things changing?

Hopefully yes.

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What Is ADV And Why Do We Need It?

As one of the industry-renowned data visualization experts Edward Tufte once said, “The world is complex, dynamic, multidimensional; the paper is static, flat. How are we to represent the rich visual world of experience and measurement on mere flatland?” There’s indeed just too much information out there to be effectively analyzed by all categories of knowledge workers. More often than not, traditional tabular row-and-column reports do not paint the whole picture or — even worse — can lead an analyst to a wrong conclusion. There are multiple reasons to use data visualization; the three main ones are that one:

  • Cannot see a pattern without data visualization. Simply seeing numbers on a grid often does not tell the whole story; in the worst case, it can even lead one to a wrong conclusion. This is best demonstrated by Anscombe’s quartet, where four seemingly similar groups of x and y coordinates reveal very different patterns when represented in a graph.
  • Cannot fit all of the necessary data points onto a single screen. Even with the smallest reasonably readable font, single line spacing, and no grid, one cannot realistically fit more than a few thousand data points using numerical information only. When using advanced data visualization techniques, one can fit tens of thousands data points onto a single screen — a difference of an order of magnitude. In The Visual Display of Quantitative Information, Edward Tufte gives an example of more than 21,000 data points effectively displayed on a US map that fits onto a single screen.
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Data Scientist: What Skills Does It Require?

Data scientists are a curious breed. The term encompasses a wide range of specialties, all of which rely on statistical algorithms and interactive exploration tools to uncover nonobvious patterns in observational data.

Who belongs in this category? Clearly, the “quants” are fundamental. Anybody who builds multivariate statistical models, regardless of the tool they use, might call themselves a data scientist. Likewise, data mining specialists who look for hidden patterns in historical data sets — structured, unstructured, or some blend of diverse data types — may certainly use the term. Furthermore, a predictive modeler or any analyst who builds fact-based what-if simulations is a data scientist par excellence. We should also include anybody who specializes in constraint-based optimization, natural language processing, behavioral analytics, operations research, semantic analysis, sentiment analysis, and social network analysis.

But these jobs are only one-half of the data-science equation. The “suits” are also fundamental. Any business domain specialist who works with any of the tools and approaches listed above may consider him- or herself a data scientist. In fact, if one and the same person is a black belt in SAS, SPSS, R, or other statistical tools, and also an expert in marketing, customer service, finance, supply chain, or other business specialties, they are a data scientist par excellence.

Both of these skill sets are fundamental to high-quality data science. Lacking statistical expertise, you can’t understand which are the most appropriate algorithms and approaches to make the foundation of your statistical models. Lacking business domain expertise, you can’t identify the most valid variables and appropriate data sets to build into your models around.

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Top 10 Business Intelligence Predictions For 2012

Demands by users of business intelligence (BI) applications to "just get it done" are turning typical BI relationships, such as business/IT alignment and the roles that traditional and next-generation BI technologies play, upside down. As business users demand more control over BI applications, IT is losing its once-exclusive control over BI platforms, tools, and applications. It's no longer business as usual: For example, organizations are supplementing previously unshakable pillars of BI, such as tightly controlled relational databases, with alternative platforms. Forrester recommends that business and IT professionals responsible for BI understand and start embracing some of the latest BI trends — or risk falling behind.

Traditional BI approaches often fall short for the two following reasons (among many others):

  • BI hasn't fully empowered information workers, who still largely depend on IT
  • BI platforms, tools and applications aren't agile enough
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