Improving Today’s Dynamic IT with Machine Learning as a Formal & Agile Approach to ITSM

by Stephen Hart Modern IT Service Management is working pretty well, all things considered. It enables highly distributed teams, parts of which may even work for entirely different companies, to come together to support business services that rely on extremely complex software stacks – and to do it pretty effectively, at least most of the time. All of this is enabled by formal structures and processes, documented and implemented in support systems. The problem with these formalised approaches to ITSM, however, is the perception that they are too rigid, often consuming too much time and effort for too little benefit. Also, while processes may be well defined, too many steps still require significant manual effort. This is particularly the case with the incident management process. The workflow escalates from event aggregation…


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