Analysis of operational data to improve performance in service delivery systems

Abstract

Enterprises and service providers are increasingly challenged with improving the quality of service delivery. Toward this end, service delivery organizations are collecting large volumes of operational data. However, it is often difficult to effectively extract insights from this data that can be used to guide decisions in the service delivery environment. In this paper we study an array of analysis methods that were performed against service delivery operational data and that can be used to provide managerial insight into a complex service delivery system. We demonstrate the applicability of our approaches in a large IT services delivery environment. © 2012 IFIP.