As more and more industries are experiencing digital disruption, using
information technology to enable a competitive advantage becomes a
critical success factor for all enterprises. This book covers the
authors' insights on how AI technologies can fundamentally reshape the
IT services delivery lifecycle to deliver better business outcomes
through a data-driven and knowledge-based approach. Three main
challenges and the technologies to address them are discussed in detail:
- Gaining actionable insight from operational data for service
management automation and improved human decision making
- Capturing and enhancing expert knowledge throughout the lifecycle
from solution design to ongoing service improvement
- Enabling self-service for service requests and problem resolution,
through intuitive natural language interfaces
The authors are top researchers and practitioners with deep experience
in the fields of artificial intelligence and IT service management and
are discussing both practical advice for IT teams and advanced research
results. The topics appeal to CIOs and CTOs as well as researchers who
want to understand the state of the art of applying artificial
intelligence to a very complex problem space.
Although the book is concise, it comprehensively discuss topics like
gaining insight from operational data for automatic problem diagnosis
and resolution as well as continuous service optimization, AI for
solution design and conversational self-service systems.
