PROJECT TITLE :

Service analytics for IT service management

ABSTRACT:

Outsourcing enterprise IT service management is an increasingly difficult business. On one hand, service providers should deliver with respect to customer expectations of service quality and innovation. On the other hand, they must continuously seek competitive reductions in the prices of service delivery and management. These targets will be achieved with integration of innovative service management tools, automation, and advanced analytics. During this paper, we concentrate on service analytics, the subset of analytics issues and solutions concerning specific service delivery and management performance and price optimization. The paper reviews numerous service analytics ways and technologies that are developed and applied to boost IT service management. We tend to use our industrial expertise to spotlight the challenges faced in the event and adoption of service analytics, and we tend to discuss open problems.