Pink Elephant Blog
Practitioner Radio 46 - Reversey! Big Data and ITSM
Wisdom Is Accumulated Experience Applied To Context It a world swimming in data and information how do we understand the concepts and the challenge of Big Data from an ITSM context? Join Chris and I in this episode of Practitioner Radio where we reverse roles and I put him on the spot for a change 
Show Notes
- Getting lots of feedback on Standard+Case episode
- Check out Ep 45 on Service Based Costing
- Hidden Dancy fact — first studied accounting
- Looking forward to Episode 47 with Gary
- Reversey! Troy gets to ask the questions
- Is Big Data really a new thing?
- No — just been defined, more awareness, and become more prevalent
- Reality of trying to correlate all the information available now
- Looking at how personal data relates to business data — lots of interconnections/relationships
- Big Data — systems style thinking / quantified existence. Little data is the minutia.
- How many people are awake to need to know more context?
- It's a skill — data analytics. Also some personality types more predisposed
- “Pattern watcher”
- Biological data is useful for service desk professionals to help understand problems
- Are interactions with service desk different today than they were?
- Maturity model for Big Data?
- 5 things that interact with each other: Applications, Services, Devices, Sensors, and People
- Look up HCI and the Interaction Design Organization
- Self service requests — maturity levels:
- Level 1: We know Volume, categorization, location of requests
- 1.5 Can also look at which departments use it more — cultural differences
- Level 2: Start dates — how long employee has been at the organization
- Which browsers are people using (identifying tech geeks)
- Level 3: Relationship of user to other systems — what projects are they working on, open HR issues, life issues (e.g. maternity leave) pulled in from other internal directories. Geofencing.
- Privacy issues with how much information there is in front of service desk analyst?
- Can use the data anomalously to help tailor your response
- Automation for pattern recognition is key
- Geofencing — time, date, location (specific)
- Service Catalogue needs to understand context in above ways
- Level 4: Android phones have temperature sensors — why not try to use temperature data as well?
- Level 5: Little data. If employee wants to opt in could use their personal (quantified-self) data
- Level 6: Widen out the context - how much did that person sleep night before, blood glucose levels
- Level 7: DNA!
- All of these are tools available today
- Most are still focused down on tasks, few are given the time or have the pattern-identifying ability
- IT need to look at other ways we can optimize services — pattern matching will be one
Chris' thunderbolt tip of the day: “IT professionals need to put aside KPIs, SLAs, Metrics and Best Practices and look at the transactions and relationships in their environment. Observation of any data element over time yields an awareness that will irrefutably lead an organization in to darkness or light. These relationships fundamentally tell a story of the organization's health and will help light a path towards a better understanding of the true culture behind than the on lights of reports, slogans and communication plans. IT management professionals are uniquely qualified for observing the disparate systems creating value - at this core is the Big Data opportunity of the next ten years.” Chris's and Troy's Thoughts What Are Yours? "Life is made up of a series of judgments on insufficient data, and if we waited to run down all our doubts, it would flow past us." ~Learned Hand To subscribe to Pink's Podcasts on iTunes
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