Track users' request search patterns for non-standard requests; drill-down and look into the nature of such requests to decide whether you need to include those requests in your service catalog or take steps to minimize those requests.
Analyze past IT expenses to focus on service categories and departments that regularly incur high costs. Correlate this with the business value they deliver, and redesign service processes to minimize these costs.
Gain visibility into incidents and preapproved service requests. Analyze trends, correlate patterns, and plan on where to allocate resources so both incidents and service requests are resolved swiftly.