Improving IT Service Delivery with AI-based Incident Management

Abstract

This paper discusses how machine learning, predictive analytics, and process automation can be incorporated in improving the IT incident management practice. While the IT structures are becoming vast, there is a requirement for the use of more automated processes such as ticket categorization and the diagnosis and solution of such tickets. In this article, the author presents a literature review of this topic along with examples of AI sub-processes at different stages of the incident management. It also looks at some of the crucial factors that organizations need to bear in mind when deploying AI-based solutions on factors like data handling, model creation, performance tracking and compatibility with present IT service management frameworks.