Theoretical perspectives on predictive analytics in it service management: Enhancing service quality
Today's Solutions, Yaba, Lagos, Nigeria.
Review
International Journal of Frontiers in Engineering and Technology Research, 2024, 06(01), 040–048.
Article DOI: 10.53294/ijfetr.2024.6.1.0028
Publication history:
Received on 10 February 2024; revised on 17 March 2024; accepted on 20 March 2024
Abstract:
This paper explores the theoretical perspectives underpinning the application of predictive analytics in IT service management (ITSM) to enhance service quality. It begins with an introduction to predictive analytics in the context of ITSM and the significance of improving service quality in IT operations. Theoretical frameworks such as Systems Theory, Information Theory, Decision Theory, and Machine Learning Theory are discussed to provide a comprehensive understanding of the underlying principles guiding predictive analytics in ITSM. The paper examines the practical applications, challenges, and benefits of predictive analytics in ITSM, emphasizing its role in anticipatory problem resolution, proactive service improvements, and predictive maintenance. Case studies and examples of successful implementations are presented to illustrate real-world applications and best practices. Additionally, future directions and emerging trends in predictive analytics technology are explored, along with their potential impact on ITSM practices and ethical considerations. Overall, this paper contributes to the theoretical foundation and practical insights for leveraging predictive analytics to enhance service quality in ITSM.
Keywords:
Theoretical Predictive Analytics; IT; Service Management; Service Quality
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Copyright © 2024 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution Liscense 4.0