The service intelligence

Business intelligence exists for more than 3 decades and relates to the concept of data-driven organizations where decisions are made using data and not feelings.


In service management business intelligence became one of the components of service intelligence. What is service intelligence?


In the context of service management, we can define service intelligence as any element. used to collaborate and make decisions to manage services. The main elements of service intelligence include:


  • Emotional intelligence used by Service Desk agents in their relationships with service users.


  • Swarm intelligence based on decentralized and self-organized teams. Swarm intelligence is used to solve complex incidents, manage product backlogs or continual improvement initiatives.


  • Artificial intelligence used to automate tasks related to service users ‘support, workflows management or resource optimizations for instance. Artificial is a source of information for business intelligence.

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