Analytics are the basis of continuous improvement. A self service program needs to identify knowledge gaps and shine a light on invisible trends and patterns. The right analysis will make your portal relevant and the content current to keep users coming back.
Driving productivity of a team means assigning work to available staff with the right skills.Balancing the short term need of current workload with the long term need to keep up to date is an art. Unless you have the right analytics to help.
In the digital age business needs demand that IT deliver consistent service.A backlog of inactive work is a sure way to miss targets.Use analytics to get rid of hidden backlog and find the minimum capacity to establish a sustainable status quo.