The organization, storage, and accessibility of service management data in your ITSM platform is critical when it comes to making informed business decisions. While a traditional database retrieves current data it falls short in managing historical data and making future predictions, reducing turnaround time for analysis and reporting, and providing consistent information on cross-functional activities. For IT executives, the absence of these areas means they’re unable to see a full view of their business as well as understand what they can capitalize on, and where operations can be improved.
To enable a 360-degree view of their business, IT operations can transfer data to a enterprise data warehouse (EDW). According to Charles D. Tupper, in Data Architecture, 2011, “an enterprise data warehouse (EDW) supports enterprise-wide business needs and at the same time is critical to helping IT evolve and innovate while still adhering to the corporate directive to “provide more functionality with less investment.”
Because EDWs convert data into a consistent format, even when the data is derived from multiple sources, this leads to enhanced quality and consistency. From there, this provides a holistic view of the business – including risks and opportunities – and bolsters competitive advantage. Additionally, companies that invest in EDWs experience an increase in ROI and deliver better enhanced business intelligence. According to the Data Warehouse Information Center, “By having access to information from various sources from a single platform, decision makers will no longer need to rely on limited data or their instinct. Additionally, data warehouses can effortlessly be applied to a business’s processes, for instance, market segmentation, sales, risk, inventory, and financial management.”
To provide advanced business intelligence and analytics using a EDW, industry leaders ServiceNow and Perspectium joined forces. “Our goal, [by integrating Perspectium], was to integrate data to our EDW for cross-functional and advanced analytics purposes,” explained Venugopal Malyala, senior director of BI, MDM and Analytics for ServiceNow in a webinar. “We have deployed multiple ServiceNow instances for various internal use cases and we are able to bring all this data into one single platform. We’re then able to integrate this data, with ten other sources, and provide analytics for sales, marketing, finance [as well as other departments through predictive solutions.]”
Where traditional databases are ill-equipped to support IT infrastructure advancement and innovation, EDWs support enterprise-wide business needs through enhanced quality, consistency, and improved competitive advantage. Additionally, EDWs provide a holistic and 360-degree view of the business enabling IT operations executives to increase ROI and competitive advantage as well as better understand business opportunities and risks.