How Analytics can create a better IT Support System?

“Anything that can go wrong, will go wrong”, states Murphy’s Law. The IT set-up of an organisation is a sensitive web of interconnected devices which is eternally on the brink of putting the law into test. Is it possible for setting up an IT infrastructure that is fool proof? The likelihood of problems that employees face with regard to the tools/products that they use cannot be eliminated. The second best solution in this case is to provide for an IT support system. It is a system designed for solving issues specific to an organisation and has been used by many organizations.

Why is IT support required in an organization?

IT support is critical for any company. Computer or network downtime leads to increased overhead costs, lost productivity, lost customer satisfaction and sometimes even lost revenues.

Any organization of employee strength greater than 20, will not be able to deal with problems based on complaints without a structured system. So most of the organizations have an IT support facility, where employee can raise tickets about a particular service. It cuts down the number of human resources required for support, reduces the time for ticket resolution, increases employee productivity, helps in solving problems on priority and hence reduces the cost of the company. However, as the organization grows, the complexity of managing the IT infrastructure increases and thus the cost increases.

Analytics for IT support systems - diagram1
Overview of IT Support System

How can analytics solve the problem?

Using the data from the past IT support interactions through multiple channels within the employees, the IT support team will help the CIO or the IT manager identify potential areas of improvement.

 Analytics can help organization in making intelligent decisions in the following aspects:

  1. Improves employee productivity, reduces cost, time and number of support staffs required for IT support
  2. Resolving issues on priority basis and not on FIFO (first in first out) approach
  3. Prioritising or spending more on those resources which are used the most and which are critical to the functioning of the services offered by the organisation
  4. A higher bargaining power with the vendors in procuring tools/devices or on renewing licenses for the services
Analytics for IT support systems - diagram2
Improved processes after implementing analytics solutions

Case Study:

BRIDGEi2i worked with a Fortune 50 company with 50,000+ employee strength to create an analytics’ solution for improving their IT support system. The solution included an interactive dashboard across business units and regions which provided insights based on advanced text analytics algorithm.

The use of data analytics by integrating text analytics and employing interactive vivisualization.

The IT support system is set up with structured and unstructured data. Structured data comes through the IT ticket or survey, while support requests from tools and emails are sources of unstructured data. Structured data can be processed easily to some extent but with greater number of resources it is not possible to go through a huge volumes of structured and unstructured data manually to take decisions.

Structured data analytics is carried out with relative ease as there are readymade solutions for most of the problems.

Use of analytics in handling this volume of data gives more insights into the problems faced by the organisation. Analysis of some of the metrics like number of tickets raised, number of tickets resolved, trend over months, sources through which tickets were raised, notes employee wrote about service would give an overview of the IT support system. All of these analysis can be at the granularity level of year, quarter, region, service or product.

Text analytics helps in identifying reported issues and classifying them from the unstructured mails received in the forms of tickets.

Using text mining, it is possible to add more value to the analysis.  Text analytics can provide a summary of the sentiment (positive, negative or neutral) that the organization has about a particular facility. For example, employees can raise tickets through email. For these kind of tickets, text mining can resolve the issue of analyzing the problems faced by employees along with integrating it with the results obtained from the analysis of the metrics from the tools provided.

Analytics in IT support systems - diagram3
Screenshot of the IT Support System Dashboard

Visual dashboards presents the data with key performance indicators focused towards extracting insights and to make meaningful decisions.

Using a visualization tool, this can be summarized in a dashboard for the top management to take effective decisions in time in terms of reducing the workforce, replacing the products or vendor providing them etc. We can drill down the metrics along the time period, services provided, region, the tickets raised, tickets resolved and on the basis of the sentiment.

Over the last 3 years, BRIDGEi2i has helped organizations make impactful decisions. We have been helping some of the fortune 50 organizations in making their IT support facility more effective. The IT support analytics offered by BRIDGEi2i makes use of text analytics and visualization tools to deliver overview of the system for better decision making in IT support infrastructure.

This blog is written by Krishna Mohan Roy, Analytics Consultant at BRIDGEi2i

About BRIDGEi2i: BRIDGEi2i provides Business Analytics Solutions to enterprises globally, enabling them to achieve accelerated business impact harnessing the power of data. Our analytics services and technology solutions enable business managers to consume more meaningful information from big data, generate actionable insights from complex business problems and make data driven decisions across pan-enterprise processes to create sustainable business impact. To know more visit

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The views and opinions expressed in this article are those of the author and do not necessarily reflect the official position or viewpoint of BRIDGEi2i.