Developing a Management Information System for the client's IT Operation Services

Abstract

The current platform relies on ServiceNow for managing IT operations, including incident and service request management. While functional, the system struggles with data fragmentation and limited real-time analytics, leading to inefficiencies in monitoring key performance metrics. There is also a lack of automated, detailed reporting, which hampers decision-making. ServiceNow provides basic capabilities but lacks comprehensive historical data analysis and predictive tools. Addressing these gaps will improve the platform's ability to track performance and enhance operational insights.