Session 507: Big Data or Big Brother? Optimize Service with Predictive Analytics

Wednesday, November 13 at 2:00 PM

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Predictive analytics can be used to improve a range of service management practices, including event management, incident management, knowledge management, change management, and security/risk management. While they'e been available in some tools for several years, making use of them requires an understanding that goes beyond the data available and an intended outcome. In this session, Phyllis Drucker will share use cases that illustrate how you can get started with data analytics and taking action based on what you learn.

Phyllis Drucker

Senior Consultant

Phyllis is an innovative and focused professional with more than 20 years experience in Business/IT Strategy, IT service management, governance, customer service and support, ITSM tool implementation and team building. ITIL® v3 Expert Accredited ITIL® Trainer, VeriSM Professional certified, she is an accomplished and experienced speaker and writer on Service Management, Metrics and Service Desk, She's now an ITIL author as well: her book "Service Management Online: Creating a Successful Service Request Catalog" was continues to be featured on Amazon and conference bookstores. Phyllis was also an early adopter of enterprise service management, having been engaged in the creation of a shared service center at AutoNation, Inc. and helping clients implement shared service organization processes through her consulting work at Linium.