The Data Concierge, Deployed
A governed semantic model, curated and AI-ready, standing behind every ITSM report a global hospitality enterprise runs — plus an agent that doesn't just answer a metric question, it explains why the number is what it is.
Executive Summary
This Is The Way
The Way It Was
The Situation
Every ITSM team was pulling from the same handful of places — ServiceNow directly, a data lake, a scatter of other operational sources — and applying its own business logic to the same metrics, or none at all. Two teams reported "incident volume" and got two different numbers, because each had quietly built its own definition of what "volume" meant.
The Stakes
Nobody trusted a dashboard enough to stop double-checking it by hand. There was no cross-domain visibility — Network didn't see what Ops saw, Ops didn't see what the service desk saw — and the culture that resulted was one of KPI-admiring: report the number, explain the number, move to the next meeting. Nobody was using the number to actually go fix anything.