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ITSM Metrics: Known Knowns, Known Unknowns and Unknown Unknowns

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Former US Secretary of Defense Donald Rumsfeld

Former US Secretary of Defense Donald Rumsfeld

Common sense tells us we ought to choose a select few ITSM metrics which clearly demonstrate value.

But what happens if we outgrow our original metrics? Or the goalposts change? Or we acquire 15 different companies?

Similarly, once we have completed the basics and want to start exploring continual service improvement – Do we start all over again? or can we work with what we have?

Former US Secretary of Defense Donald Rumsfeld famously stated in 2002:

“There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns – there are things we do not know we don’t know.”

The same might be said of ITSM metrics. The reporting capabilities of most industry tools are based on a certain subset of metrics which are usually accessed via canned reports, bespoke queries or bespoke reporting (Known Knowns). But what if we want to peel back the layers of the ITSM onion and REALLY discover what is going on? We need to explore the Unknown Unknowns.

Next Generation BI?

The next logical step is to investigate Business Intelligence (BI) – but unfortunately most IT professionals I know shudder at the prospect of BI project because we want the results next month not next year.

UK based Service Management Company ‘RMS Services’ believes it has hit upon an ideal solution to this conundrum with what it claims to be next generation Business Intelligence.

In a nutshell: RMS Vision provides free form search of both database schemas and data from multiple data sources simultaneously.

Gone are the limitations of enterprise integrations, labour intensive excel pivots and custom reporting – to be replaced by on-the-fly analytics across local or enterprise data sources. Best of all, hundreds of chart options are auto-generated.

From the brochure:

“RMS Vision combines a powerful keyword search engine, with comprehensive graphical reporting to deliver real-time business intelligence and analytics on terabytes of data, permitting unrestricted cross-dimensional  associations between data entries and spanning multiple data sources.”

I believe the most compelling aspect of this offering is that you can begin to start exploring data without knowing precisely you are looking for. You can just surf, browse and discover.

The end result is more flexible access to the stuff you know about and a creative process of discovering the stuff you don’t know about. All of which lead to more insights and better decision making. So if you are frustrated with the limitations of the reports in your existing technology but don’t want to throw out the whole service desk – it’s worth a look.

More info here or for UK based readers RMS will be exhibiting at SDITS next week.

Martin Thompson

Martin is an independent software industry analyst, SAM consultant and founder of The ITAM Review and The ITSM Review. Learn more about him here and connect with him on Twitter or LinkedIn.

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