Ticket systems contain records of incidents, problems, changes and service requests. These records can provide an invaluable trove of information about the performance of the service operation processes (Incident, Problem, Change, & Request Fulfillment). Unfortunately, many organizations are not positioned to fully utilize their ticket system data due to gaps in how the data was gathered, analyzed and reported. Attend this session and learn sound strategies and practical steps to implement techniques to quickly identify, correct, enhance and deliver ticket data analytics and reporting to provide operations with process visibility and control. The session presents real-life examples drawn from case studies showing before and after capabilities and results.