Next Generation Service Management with ITOA (Operations Analytics)
Next Generation Service Management with ITOA (Operations Analytics)


IT Operations Analytics (ITOA) is an emerging field in IT Service Management that addresses several analytical problems in Service Management, as well as Service Provider & Service Supply Chain Management. Next generation service management architecture built on ITIL based Service Management processes needs to consider rapidly developing and embedding analytics into service management processes to:

1. Improve the Quality of Service Management, Service Provider and Service Supply Chain Management
2. Automate & Speed Up Operations for more efficient and low cost Service Management
3. Better Understand (Sense Making), Make Decisions and Make Policy with regard to IT Operation and Federated Service Management.

This presentation introduces you ITOA and addresses the many problems and challenges addressed by different IT Operation Analytic techniques. There are eight sessions covering:

Introduction to ITOA Framework & Introduction to Big Data & Data Science for IT Operation
ITOA for Service Design Processes
ITOA for Service Transition Processes
ITOA for Service Operational Processes
ITOA for Continual Service Improvement (CSI) and Continual Process Improvement (CPI)
ITOA for MSI/SIAM (Multi-Source Service Integration & Management)
ITOA for Agile & Lean Service Management
ITOA for Cloud Service Management


"Rajesh Radhakrishnan is the Chief Architect for Enterprise Digital Service Management (EDSM) at CSRA. where he is building the next generation of service management architecture and capabilities.

He specializes in enterprise architecture and service management consulting, business continuance, high-availability, high-end systems, storage technologies, and technical project management.

Rajesh is certified as a TOGAF (The Open Group Architecture Framework) practitioner, ITIL-ITSM (v3) consultant (Expert Level), Six Sigma Black Belt, IBM Senior IT Architect, Open Group Master Architect, and as a Solaris Systems Administrator and Storage Architect.

He has published dozens of papers related to operations architecture, service management, requirements management, architecture management, IT intelligence, Six Sigma, and decision engines in the cloud services environment, among others. His presentations and papers have been published in prestigious journals, conference proceedings and symposiums such as IBM Systems Journal, Frontiers in Service (University of Maryland), The International Symposium on Information Systems (ISIS by the Indian School of Business), The Open Group White Papers, and QFD Symposium, among others. "

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