Abstract
The IT service management is transforming or evolving with artificial intelligence. A data-driven and knowledge-based approach potentiates the IT service management optimization and automation with the goal of delivering better business outcomes. In this demo, we show our framework, cognitive event automation (CEA), that applies artificial intelligence to the automated resolution of incident tickets, and the methodology and technologies for creating knowledge by analyzing tickets, eliminating those that do not require action as well as auto-resolving those that do. The case study shows CEA can help the IT service management system to deliver better business outcomes.
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CITATION STYLE
Shwartz, L., Hwang, J., Völzer, H., Nidd, M., Aguiar, M. G., Paraiso, M. V. L., & Valero, L. (2019). CEA: A service for cognitive event automation. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 11434 LNCS, pp. 425–429). Springer Verlag. https://doi.org/10.1007/978-3-030-17642-6_37
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