ITIL and automation: Machine learning for user support

End-User Experience, Incident management, IT service management (ITSM), ITIL, Learning, Service desk, Service management

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This paper describes an approach to user support automation based on machine learning. It illustrates how ITIL guiding principles help to improve service management practices with modern automation solutions. It also discusses the challenges of automation for user support and how to implement a machine learning approach.

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Comments

1 Mar 2019 Markus Schiemer

I'd be careful and cautious using data I have been provided with (to solve an issue directly) for a completely different purpose (training an AI system).

The Article 29 Data Protection Working Party has issued some interesting statements on this (e.g. Opinion 03/2013 on purpose limitation, adopted April 2nd 2013). See e.g. p30ff, III.2.6 Consequences of Incompatibility, Annex 2, Annex 4 example 15.

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ITIL 4 and automation: Machine learning for user support White Paper

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