HP Service Manager (SM) + HP Autonomy Intelligent Data Operating Layer (IDOL) = Improved Analytics

Recently, I stumbled across an amazing transformational story featuring one of our customers and their quest to turn their users’ feedback into actions. Prior to this transformation, the customer was analyzing this data using Microsoft Excel. They wanted to see the amount of likes and dislikes stated by users in the feedback system and the areas and services to which they pertained.  However, saddled with human interpretation of that feedback and a manual data feed  into Excel this process could not scale.  More questions and individual insights were needed to really discover important patterns and trends. Our customer realized that Excel was incapable of dealing with massive amounts of data and providing analysis on the messages users left in the feedback system.  These text-based messages contained valuable information that needed to be incorporated into the analysis, but, without a doubt, a stronger analytical tool was needed.


IT Service Management is a disciplined domain with data that is highly structured. Examples of these data are: severity, status of incident, start time of change, and planned start time of change. These data types are all well-defined and have clear meanings. It is generally easy to insightfully analyze these data types by generating various charts or with more sophisticated data visualization techniques using modern BI tools such as Excel.


On the other hand, unstructured data requires a stronger analytics tool than Excel to fully extract information efficiently. These other types of data (video, audio, text messages, images, e-mails and social media) are more complex with various forms, lengths, and come with or without formatting. For these data types, an intensive analytics platform is necessary to properly analyze the data. Some of this data is in a text-based field, such as description and solution of incident, comments, and interaction feedback. Although they constitute a minority of the spectrum, these cases are still prevalent. Sometimes they also have more concealed information that must be “dug” out as the information found within could prove to be extremely useful.  In such cases as these, a proper analytics tool is needed to extract the information from the data. 


Luckily, a new technology can be applied: HP Autonomy Intelligent Data Operating Layer (IDOL), a data analytics platform which takes unstructured data and combines it with structured data so that it can be handled in a cohesive manner.  Along with great analytic capabilities, HP Autonomy IDOL has user friendly features that aid data analysis.  Certain key features are:

  • The Autonomy Business Console (ABC): allows business users to react quickly to changes in usage patterns and has tools to simplify the management of IDOL.
  • Education: allows IDOL to enrich the extracted data based on the organization’s existing knowledge. IDOL can extract specific data, such as places and people, and conceptually relate it to other data held within the enterprise to form relationships automatically.
  • Conceptual Retrieval: allows IDOL to recognize concepts, enabling conceptual searches that can find information in data based on words that aren’t literally in the document.


Our customer, then, migrated from Excel and began to feed all the unstructured user feedback data that resided in HP Service Manager directly into  HP Autonomy IDOL. They found that not only could IDOL handle higher volumes of data, but also started generating some interesting analysis on the feedback messages. By integrating HP Autonomy IDOL with HP Service Manager, this customer was able to “capture the attitude” of the messages by applying IDOL’s sentiment analysis technology on the feedback messages. With the successful extraction of the information imbedded in the user feedback, the customer was able to take a proactive approach to deploy a new change and provide new services relating to a number of areas.


In the real world of ITSM, I believe there are even more opportunities for transformational changes brought about by the combination of structured and unstructured information.  With HP Autonomy’s IDOL platform, information analytics can be made more personalized, simplified and powerful for organizations that seek to maximize business outcomes.


Here’s a question for my readers:  Do you see the potential for better analysis of unstructured data to be a benefit to your IT organization?  Can you give me some examples of insights that might be hidden in heaps of unstructured data?  


We really want to hear from you on the front lines!


[Special thanks to KeKe Qi, my colleague in HP SM R&D, for contributing valuable input to this blog article.]



Yvonne Bentley

Senior Product Manager

HP Service Portfolio & Management

HP Software

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About the Author
A 25+ year veteran of HP, Yvonne is currently a Senior Product Manager of HP ITSM software including HP Service Anywhere and HP Service Man...

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