The goal of our research is to improve substantially and even alter fundamentally how IT services are delivered.
Our approach is to design intelligent service systems that use data and analytics as the basis for understanding and implementing ongoing improvements in the efficiency and effectiveness of services over their whole lifecycle.
In the individual projects, we work on the fundamental building blocks, e.g. defining which data and metrics are needed, how to acquire the data, and intelligent data management and linking. At the analytics layer we devise and implement intelligent service systems, e.g. for change risk assessment or asset refresh. We are planning to expand our scope to include behavioral analysis acknowledging the importance of the human actors in services systems.
- Projects on identifying, gathering, linking, and managing relevant high-quality data: (services analytics platform, Solution Decision Advisor and network appliance discovery)
- Projects on analytics for intelligent services (predictive analytics, mining semi-natural text, Change Risk Expert)
- Projects on behavioral models (to come)