An introduction to AIOps and how it can be utilized in ITIL® 4 White Paper

Signe-Marie Hernes Bjerke, Teambyggerne AS

May 2020

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The digital transformation has led to a paradigm shift for how IT services are designed, developed, delivered, and operated. Organizations all over the world are exploring new emerging technologies and agile ways of working. ITIL 4 has evolved to help organizations adapt modern technologies and new working methods; it is designed to collaborate with many frameworks and methods within the IT industry. As one of these methods, AIOps is an important area for organizations to explore, to enhance their service management capabilities, and prepare for future ways of delivering IT services.

This paper focuses on how AI can be utilized within IT operations. This will be referred to as AIOps. In this paper we will describe two different concepts within AIOps: AIOps platforms and AIOps functionality.

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