Introduction The use of Business Intelligence is a current issue of great importance within organizations, with the aim of exploiting their information or generating important intelligence that provides strategic support of the business, to stay current in the market or discover new business opportunities. The process of data analytics involves several phases, starting from descriptive analysis and diagnostic analysis and culminating in predictive and prescriptive analysis. In this article I will focus on diagnostic analysis and how it relates to our VMS industry. The Challenge To stay relevant, any MSP/VMO program that is providing value should be performing continuous improvements of their operations (among other things). They need to be constantly looking at how they can introduce innovation and process improvements into their program. This means that often program teams are engaging in program improvement projects to “lower this [...]