Tailoring a data analysis methodology to the Information Technology Service Management

Information technology services are essential for any company that wants to keep competitive in the market. All business units and productions process are supported by computers, mobile devices, applications, etc. In this scenario, quality and working IT services becomes crucial for organizations. What if an IT service fail? A dedicated process in the Information Technology Service Management (ITSM) library deals with fails: Incident Management. An incident is a failure or loss of quality perceived in a service. When an incident is noticed, the user – so called end user – needs to report the fault for responsible IT support teams to work on its resolution. In order to report the issue, the end user can have different channels available such as a telephone number to call or a self-service portal to register it. After an incident is reported, a proper support team (depending on some characteristics like nature of service and location of user) will be in charge of it. The incident can be also reassigned to other teams during the resolution process. When it is fixed, it should be properly closed. All this process, from the incident logging to its closure, is normally registered and managed using an ITSM platform. There are diverse options in the market and CNHi and FCA decided to implement the ServiceNow platform together in a customized instance called Drive IT. However, there were many differences in CNHi and FCA processes that should be considered and addressed. The same was valid inside each company and its regions. The objective of this work was to use data analysis to identify, analyze and evaluate the Incident Management process implemented by the four regions (APAC, EMEA, LATAM and NAFTA) of CNHi in Drive IT.