IT Service Intelligence – A Bridge between Business and Technical Teams

Recently, after working with a Business Team and the Technical Team that supports them at one of our customers, we had an opportunity to witness, first-hand, the struggles each of us in IT Operations has felt at some point. In the words of a wise man, they were experiencing “Mutual Mystification.” The Business Team was concerned with a Product Line and multiple business processes. The Technical Team was trying to translate the technical details of the underlying micro services and how they were related to the Product Line. Within the first 15 minutes, both teams were becoming frustrated and didn’t feel like they were communicating well. This led to a consensus that the meeting was not going to achieve the results …

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