Automation of IT Service Management using Information Integrated techniques and machine learning of various processes in IT Service Management

Automation of IT Service Management using Information Integrated techniques and machine learning of various processes in IT Service Management is used by Engineers to report IT issues in enterprise systems. ITSM knowledge management, which provides detailed design for function layers as data collection, information integration, knowledge processing and knowledge presentation, and is fully immersed with knowledge lifecycle management. ITIL is the most widely used IT service management framework. Domain experts are important clues to search for relevant documents in digital library information system. Most of these service requests are resolved by level-1 persons (service desk attendants) by providing information/quick-fix solutions to customers. For each service request, level- 1 personnel identify important keywords and see if the incoming request is similar to any historic incident. Otherwise, an incident ticket is created and, with other related information, forwarded to incident's subject matter expert (SME) i.e. level-2 or level-3. Incident management process is used for managing the life cycle of all incidents. An organization spends lots of resources to keep its IT resources incident free and, therefore, timely resolution of incoming incident is required to attain that objective. Currently, the incident management process is largely manual, error prone and time consuming. In this paper, we use information integration techniques and machine learning to automate various processes in the incident management workflow.