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Customer satisfaction and delivery excellence measure the overall quality of IT services. Services quality management relies on the insights obtained by extracting large volumes of tacit knowledge about processes, products and people. This knowledge is not automatically discoverable, as it is unstructured and widely distributed among the experts, making it challenging to drive quality across all these dimensions. To address these knowledge gaps needed for next level of quality management of IT services we apply collective intelligence methodology, by engaging a set of experts to discover knowledge through collaboration. We further augment enterprise data sources with uncovered human knowledge. We demonstrate the effectiveness of our approach addressing challenges in scalable knowledge discovery both as part of large-scale business transformational and on-going operational activities.

Collective Intelligence for Enhanced Quality Management of IT Services