From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service analytics

Service analytics - ITIL Tutorial

From the course: Putting ITIL® Into Practice: Applying ITIL® 3 Foundation Concepts

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Service analytics

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- [Instructor] You may recall that your ITIL Foundation course covered the data, information, knowledge, and wisdom model, where data is a discrete set of facts and information comes from providing context to data and knowledge comes from analysis of information, along with people's experience, and ideas, and insights, and values, and judgments. And wisdom, the ultimate, makes use of knowledge to create value through knowledge-based decisions. In this instance, let's employ the sixth way, enlighten and empower people, to apply this concept. Here's how. List your services and, for each, rate if analytics data is being collected. For example, yes, no, don't know. Rate again in the same manner for, is the data being analyzed and acted on? You may, with this first step, uncover some actions. For example, letting people know where there are no good analytics where it will be useful is a good first step. One reason analytics may not exist is because people don't have the training or skills…

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