IT 服务管理中预测分析的理论视角:提高服务质量

Babajide Tolulope Familoni
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摘要

本文探讨了在信息技术服务管理(ITSM)中应用预测分析技术以提高服务质量的理论基础。本文首先介绍了 ITSM 背景下的预测分析以及提高 IT 运营服务质量的意义。本文讨论了系统理论、信息理论、决策理论和机器学习理论等理论框架,以全面了解指导 ITSM 中预测分析的基本原则。论文探讨了预测分析在 ITSM 中的实际应用、挑战和优势,强调了它在预测性问题解决、主动服务改进和预测性维护中的作用。本文介绍了成功实施的案例研究和实例,以说明现实世界中的应用和最佳实践。此外,还探讨了预测分析技术的未来发展方向和新兴趋势,以及它们对 ITSM 实践和道德考量的潜在影响。总之,本文有助于为利用预测分析技术提高 ITSM 服务质量奠定理论基础和提供实践见解。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Theoretical perspectives on predictive analytics in it service management: Enhancing service quality
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.
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