Business Intelligence System implementation: Case Study based on ITIL Framework and Best Practices

Abstract

The thesis examines the implementation of a Business Intelligence system from the initial planning stages to the final deployment stage and continuous improvement of the system. The case study I used is Heathrow Airport's implementation of Power BI to improve and anticipate passenger flow. I used the ITIL framework to map the stages of the development of the Business Intelligence implementation. The ITIL lifecycle has 5 stages: service strategy, service design, service transition, service improvement, continual service improvement.