Maximizing Business Intelligence from Services Operations at Lockheed Martin

Shue-Jane Thompson,

Room : Starvine 10 and 11

Subject : Continual Service Improvement

Breakout : Leadership

How important is business intelligence (BI)? In a recent Gartner survey, more than 2,000 CIOs ranked "analytics and BI" and "IT management" as top technology priorities for 2013. In response, more and more service providers are taking an "outside-in" approach (as delineated in the Universal Service Management Book of Knowledge, or USMBOK), transforming information gathered from day-to-day service operations into BI to steer their services strategy and delivery.

Lockheed Martin's Services Engineering practice models this "outside-in" approach, then fuses it with an automated BI engine to take advantage of operational BI. This near-real-time, continual stream of BI provides timely augmentation of its services design and delivery approach to meet consumers' desired outcomes. In this session, Lockheed Martin Chief of ITSM Office Dr. Shue-Jane Thompson will share her experiences, and focus on the methodology used for maximizing the quality and value of BI generated from day-to-day service operations.