ITIL and automation: Machine learning for user support

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

All of our White Papers and Case Studies are subject to the following Terms of Use.

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.

Current rating: 1.5 (2 ratings)

To read the rest of this white paper and to get access to all white papers, please log in or create a user profile.

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.

You must log in to post a comment. Log in

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

Comments