Transforming the IT services lifecycle with AI technologies. (2018)

• Record Type: Book
• Further Information: Note: Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar, Larisa Shwartz, Maheswaran Surendra, Dorothea Wiesmann.
• Authors: Kloeckner, Kristof; Davis, John; Fuller, Nicholas C; Lanfranchi, Giovanni; Pappe, Stefan; Paradkar, Amit; Shwartz, Larisa; Surendra, Maheswaran; Wiesmann, Dorothea
• Contents: Intro; Abstract; Contents; Introduction; The Main Areas for Applying AI to the IT Service Lifecycle; Transforming the IT Services Lifecycle into a System of AI-Supported Feedback Loops; Core Elements of an AI Platform for the Services Lifecycle; Consumable Services; Common Content and Data; Common Services; Establishing an AI-based Innovation Eco-System; Overview of the Content of the Book; Gaining Insight from Operational Data for Automated Responses; Gaining Insight from Operational Data for Services Optimization; AI for IT Solution Design; AI for Conversational Self-service Systems ConclusionReferences; Gaining Insight from Operational Data for Automated Responses; Background; Eliminating Non-actionable Tickets; Challenges; Solution Overview; Finding Predictive Rules for Non-actionable Alerts; Predictive Rules; Predictive Rule Generation; Predictive Rule Selection; Why Choose a Rule-based Predictor?; Calculating Waiting Time for Each Rule; Differentiation; Ticket Analysis and Resolution; Challenges and Proposed Solutions; Ticket Resolution Quality Quantification; Feature Description; Findings; Deep Neural Ranking Model; Differentiation; Auto-resolving Actionable Tickets Challenges and SolutionDifferentiation; Dataset Description; Conclusion and Future Work; References; Gaining Insight from Operational Data for Service Optimization; Background; Best of Breed and Opportunity Identification; Challenges; Solution; Ticket Vectorization; Removing Tickets with Generic Resolutions; Differentiation; Cognitive Analytics for Change; Challenges; Solution; Change Data; Configuration Data; Data Discovery and Clean-Up; Structured Fields; Unstructured Fields; Risk Prediction Algorithm; Differentiation; Change Action Identification; Dataset Description Conclusion and Future WorkReferences; AI for Solution Design; Background; Extraction and Topical Classification of Requirement Statements from Client Documents; Challenge; Solution Overview; Differentiation; Matching Client Requirements to Service Capabilities; Challenge; Solution Overview; Differentiation; Social Curation and Continuous Learning; Challenge; Solution Overview; Differentiation; Architecture; Architectural considerations; Conclusion; References; Conversational IT Service Management; Background; Architecture; Ontology Driven Conversation; Ontology Driven Knowledge Graph Ontology Driven Question AnalysisOntology Driven Context Resolution; Troubleshooting Questions; Guided Troubleshooting; Long Tail Search Through Orchestrator; Natural Language Interface to Structured Data; Natural Language Interface to Service Requests; Empirical Evaluation; Ontology Driven Question Analysis; Troubleshooting Questions; Conclusion and Future Work; References; Practical Advice for Introducing AI into Service Management; Establishing a Holistic Strategy for AI Applying Agile Transformation Principles; Building a Data-Driven Culture; Establishing a Knowledge Lifecycle Strategy
• Publisher Details: Cham, Switzerland : Springer
• Publication Date: 2018
• Extent: 1 online resource (ix, 100 pages), illustrations
• Subjects: 004; Computer science; Information technology -- Management; Artificial intelligence; COMPUTERS / Computer Literacy; COMPUTERS / Computer Science; COMPUTERS / Data Processing; COMPUTERS / Hardware / General; COMPUTERS / Information Technology; COMPUTERS / Machine Theory; COMPUTERS / Reference; Business & Economics -- Operations Research; Business & Economics -- Information Management; Operational research; Knowledge management; Information Systems; Operations research; Knowledge management; Information architecture; Electronic books
• Languages: English
• ISBNs: 9783319940489; 3319940481
• Related ISBNs: 9783319940472
• Notes: Note: Includes bibliographical references.; Note: Online resource; title from PDF title page (SpringerLink, viewed September 27, 2018).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.