The current platform relies on ServiceNow for managing IT operations, including incident and service request management. While functional, the system struggles with data fragmentation and limited real-time analytics, leading to inefficiencies in monitoring key performance metrics. There is also a lack of automated, detailed reporting, which hampers decision-making. ServiceNow provides basic capabilities but lacks comprehensive historical data analysis and predictive tools. Addressing these gaps will improve the platform's ability to track performance and enhance operational insights.

The project initially focused on a limited set of KPIs due to unfamiliarity with the platform. Simple criteria were chosen to maintain focus and ensure functionality, while technical challenges underscored the need for flexibility and ongoing learning. Although the scope was narrowed early on, the selected KPIs were pivotal for IT service performance. This approach effectively balanced theoretical models with real-world application, providing practical insights in the MIS application in a real-world context.

The project developed a MIS dashboard using ServiceNow's Performance Analytics, which visualized key KPIs such as ticket resolution time, SLA compliance, and incident response time. While the scope was initially constrained by a lack of experience with the platform, the project demonstrated the potential for further development. Future iterations may expand the system to include more comprehensive KPIs and be applied across additional departments. Comparisons to theoretical models highlighted challenges in the practical implementation of MIS, particularly in the integration of complex IT solutions. Despite these difficulties, the results provided a foundation for ongoing improvement and a deeper understanding of MIS in IT operations. This project underscored the critical role of continuous adaptation and learning in the successful implementation of performance analytics tools.