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How Machine Learning Can Transform IT Services?

Yogesh Malik
Aug 12, 2016 · 4 min read
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What is Digital Labor?

You can’t ignore — Technologies like Cloud computing, Internet of Things, Big Data, Artificial Intelligence and Machine Learning are creating a new kind of labor system; called Digital Labor

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How Machine Learning Can Transform IT Services?

Machine Learning can significantly transform IT services, but have some objectives before you hit the road -as Machine Learning is not some magic you apply and get benefits out of it.

  • Reduce SLA violations by assigning tickets to SMEs who have handled similar tickets
  • Contextualize multiple issues and make most relevant operation staff see a list root causes and impacts and auto-initiate a virtual war room
  • Use ticket text classification to create a model and use sample to further train the model
  • Predict IT service delivery cost by predicting volume change and activities efforts
  • Balance resources, work flexibility and IT service performance
  • Knowledge article can be saved automatically
  • Make IT team to focus on workflow rather than individual alerts
  • Automated analysis of security data, understanding user behavior, giving them risk score and step-up their authentication based on sudden change in their behavior

Gartner says,

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How Machine Learning Complements Your Current IT Tools?

Machine learning techniques can complement your current monitoring tools, providing root-cause analysis and real-time detection of any anomaly.

Example 1:

Service Desk tools like Zendesk, Desk.com uses machine learning and semantic analysis to automatically tag incoming tickets so that you can deal with similar tickets in badges

Example 2:

Atlassian introduced smart graph to their JIRA Service Desk, a hybrid algorithm that combines keyword search and machine learning to provide better search results.

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But, Don’t Forget These:

Performance of such tools varies based on the machine learning algorithms used, ranking methods, quality of datasets and training models

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