BIG DATA ANALYTICS IN IT SERVICE MANAGEMENT: CASE STUDIES AND FUTURE PROSPECTS

Abstract

This research explores the intersection of Big Data Analytics and IT Service Management (ITSM), investigating how data-driven insights enhance the effectiveness and efficiency of IT services. As ITSM continues to evolve, Big Data Analytics offers opportunities for predictive maintenance, incident management, and resource optimization. The paper employs a case study analysis methodology, examining real-world examples where Big Data has been successfully integrated into ITSM frameworks. Through a detailed analysis of these case studies, the study highlights the transformative impact of Big Data Analytics in improving service delivery, facilitating proactive management, and enabling data-driven decision-making.

Key findings of the research underscore the ability of Big Data to reduce downtime, improve customer experiences, and enhance service level agreements (SLAs). The integration of advanced analytics has also led to more effective problem management by identifying root causes faster and with greater accuracy. Moreover, the use of predictive analytics in ITSM has resulted in better resource allocation and a significant reduction in service interruptions.

The implications of these findings suggest that IT service professionals and organizations can achieve substantial improvements in operational efficiency and customer satisfaction by adopting Big Data strategies. Additionally, this study provides insights into the challenges and opportunities of integrating Big Data Analytics into existing ITSM frameworks, offering a roadmap for future adoption and further research.