From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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From data to wisdom
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
From data to wisdom
- [Instructor] The goal of any reporting is to derive knowledge from information that has been compiled from individual and related data. Said in another way, it's data that we collect from each data point, such as a customer's name, when a call was logged, or who was working it, et cetera. We combine these disparate pieces of data into records, or combinations of records, to give us information about what our work looks like. From there, our goal is to find patterns, trends, and actionable knowledge that allows us to make business decisions, direct resources, and focus efforts for improvement. To better illustrate this fact, I want to come back to a fairly fundamental principle about the data and information flow, so we can refer back to it throughout the following sessions. You may have seen this pyramid before, but for those of you that haven't, or as a refresher for those who haven't seen it in awhile, this is the…
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