INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effect...
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| Format: | Article |
| Language: | English |
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Publishing House of the State University of Management
2020-08-01
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| Series: | Вестник университета |
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| Online Access: | https://vestnik.guu.ru/jour/article/view/2263 |
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| author | A. V. Blinnikova Ju. O. Nesterova |
| author_facet | A. V. Blinnikova Ju. O. Nesterova |
| author_sort | A. V. Blinnikova |
| collection | DOAJ |
| description | Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented. |
| format | Article |
| id | doaj-art-5264113b5eab4174a76dab495d331586 |
| institution | Kabale University |
| issn | 1816-4277 2686-8415 |
| language | English |
| publishDate | 2020-08-01 |
| publisher | Publishing House of the State University of Management |
| record_format | Article |
| series | Вестник университета |
| spelling | doaj-art-5264113b5eab4174a76dab495d3315862025-02-04T08:28:04ZengPublishing House of the State University of ManagementВестник университета1816-42772686-84152020-08-0106364010.26425/1816-4277-2020-6-36-401743INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCEA. V. Blinnikova0Ju. O. Nesterova1State University of ManagementState University of ManagementDue to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented.https://vestnik.guu.ru/jour/article/view/2263artificial intelligencechat botsincident managementinformation technology servicesmachine learningmanagementnatural languagesmart applicationssmart change managementsmart notifications |
| spellingShingle | A. V. Blinnikova Ju. O. Nesterova INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE Вестник университета artificial intelligence chat bots incident management information technology services machine learning management natural language smart applications smart change management smart notifications |
| title | INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE |
| title_full | INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE |
| title_fullStr | INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE |
| title_full_unstemmed | INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE |
| title_short | INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE |
| title_sort | incident management in itsm using artificial intelligence |
| topic | artificial intelligence chat bots incident management information technology services machine learning management natural language smart applications smart change management smart notifications |
| url | https://vestnik.guu.ru/jour/article/view/2263 |
| work_keys_str_mv | AT avblinnikova incidentmanagementinitsmusingartificialintelligence AT juonesterova incidentmanagementinitsmusingartificialintelligence |