Data Science and ITIL®

ITIL(Information Technology Infrastructure Library) is perhaps the most and widely used best practice standards for managing Information Technology services in most organisations, although most companies and organisations are yet to come to full maturity and considering the fact that ITIL is ever changing due to the dynamic nature of service management and adopting to the best practice nature, little is known of marriage between ITIL and data Science but trust me this is not news.

Efficiency and cost cutting is sweet news to any management, any organisation will do so much to make their processes cost effective. ITIL promises efficiency and cost cutting and this is one of the reasons why it's widely used and accepted as unparalleled ITSM (Information Technology Service Management) practice among the few.

Automation has been done especially by leading ITSM software companies in leveraging their products suit the ever changing needs of diverse business needs. Service desk function has many a times been automated to reduce the time it takes to solve an issue and to make repetitive service request easier to manage and self service to some extent. This pegs the idea of introducing intelligence in managing the main processes involved in Service Desk function of ITSM especially problem and incident management.

Event management has been the most automated part of the service desk function alerts as the basic form of capturing incidents and problems to be. Perhaps there is a better or more efficient way of merging artificial intelligence and machine learning (key aspects of data science) to deliver better service to organisations. In the coming future many will be researching on the best way the two fields can be augmented and used to produce a super service management practice.

The elephant in the room is, Is ITIL ready for artificial intelligence, is ITSM already flying with the eagles of data science and analytics?

Let's drive the conversation...