Optimizing Information Technology Service Management through Information Technology Infrastructure Library Implementation and Power BI Analytics

To understand the principles and processes of IT Service Management (ITSM) under the ITIL framework.

To analyze how implementing ITIL best practices improves service delivery, incident management, and customer satisfaction.

To evaluate the use of Power BI for real-time visualization and analysis of ITSM performance metrics.

To assess the effectiveness of data-driven decision-making in ITSM process optimization.

To recommend a strategy for integrating ITIL processes with Power BI dashboards for enhanced operational visibility and control.

Conduct a literature review on ITIL (latest version) and its application in ITSM across different domains.

Identify key ITIL processes (e.g., Incident Management, Problem Management, Change Management, Service Request Fulfillment) and their performance KPIs.

Design a sample ITSM workflow aligned with ITIL processes for a hypothetical or real organization.

Collect or simulate sample service desk data (e.g., ticket volume, resolution time, SLA breaches) to use in Power BI.

Develop interactive Power BI dashboards to monitor metrics such as average resolution time, ticket backlog, SLA adherence, and service availability.

Analyze how visual analytics can support continuous service improvement and quicker decision-making in IT operations.

Prepare a detailed report including ITIL-ITSM mapping, Power BI dashboard walkthrough, benefits analysis, implementation challenges, and strategic recommendations.