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Re: USS Enterprise ITSM -- Conquering your big data

chuck_darst

Scott,

 

I love the post. You are in rare form (again).

 

A couple of comments

 

  •  Big Data doesn't have to be a Big Headache. One of the powers of Service Anywhere is that is applies big data analytics, but it is embedded. You got the power (which makes me think of Bruce Almighty movie references).
  •  One of the great benefits is more proactive problem management (thinking ITIL) to go along with more efficient issue handling in general. Instead of waiting for a crisis to arise that requires a more structured address the root cause problem management, the service desk can see topic trends and patterns arising and address them proactively.

Chuck

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About the Author

chuck_darst

HPE IT Service Management Product Marketing team manager spanning our solutions for the service desk, asset mngt, CMS, and more. My background is engineering and computer science in the networking and telecom worlds. As they used to say in Telcom, "the network is the business" (hence huge focus on service management). I always enjoyed working with customers and on the business side of things, so here I am in ITSM marketing.

Comments
chuck_darst

Scott,

 

I love the post. You are in rare form (again).

 

A couple of comments

 

  •  Big Data doesn't have to be a Big Headache. One of the powers of Service Anywhere is that is applies big data analytics, but it is embedded. You got the power (which makes me think of Bruce Almighty movie references).
  •  One of the great benefits is more proactive problem management (thinking ITIL) to go along with more efficient issue handling in general. Instead of waiting for a crisis to arise that requires a more structured address the root cause problem management, the service desk can see topic trends and patterns arising and address them proactively.

Chuck

ScottKnox

Great points Chuck. 

 

Using big data should not be hard and there will be a lot of applications such as problem management that can help our service delivery.

 

One other thing that your note reminds me of is the idea of Connected Intelligence. The point here is that big data is not only about finding information in a large lake of data. It also includes the concept of combining information sources and then looking at the "Connected Information" to look for patterns.  Consider the idea of "connecting" incident tickets with change tickets to find patterns that tell us about bad changes that generated incidents.  Or consider a parallel idea to evaluate the connected information from the service desk and monitoring events to detect patterns that point to business availability issues before they actually impact consumers.  

 

The key is to start thinking about it today and put plans in place to leverage big data as soon as possible. 

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