Chandra New Innovation Forbes Article "Unlocking The Potential Of AI/ML In IT Service Management" - Let's Dig Deeper

Artificial intelligence and machine learning

March 07, 2023

Happy to share my next (16th) Forbes Technology Council Thoughtleadership Article on "Unlocking The Potential Of AI/ML In IT Service Management" which is published today. Thanks to my global TEAM for collaborating with me on this.

Let’s dig a little bit deeper into how to achieve >22% IT operations (ITSM) savings by leveraging Artificial intelligence and machine learning.

Note: Forbes has a 1000-word limitation

AI operations (AIOps) definition - Combines big data and machine learning functionality to support all primary IT operations functions through the scalable ingestion and analysis of the ever-increasing volume, variety, and velocity of data.

Research by Insight Partners found that the AIOps market is "expected to grow from $2.83 billion in 2021 to $19.93 billion by 2028" at a CAGR of 32.2%.

4 key takeaways based on my multiple Fortune 500 experience, with IT service management (ITSM) being one of the key responsibilities. I'm proud of the 60% ITSM maturity accomplishment as well as the streamlining of manual operational efficiencies.

  1. Investing in Data management and Governance (Data Catalog, Data Governance & Data Quality) can help alleviate data quality challenges.

    e.g., Collibra for business metadata & Informatica (if you already have this) for technical metadata

  2. ITSM domain expertise

    e.g., Streamline ITSM/Information Technology Infrastructure Library (ITIL) best practices with ServiceNow

  3. Operations (Incident & Change Management) Test & Real data

    e.g., https://archive.ics.uci.edu/ml/datasets/Incident+management+process+enriched+event+log & https://www.kaggle.com/datasets/ while you wait for the real production data to start the data exploration.

  4. Correct Machine Learning model selection

    Start with these models (scikit-learn) for predicting/forecasting and select the model with higher accuracy based on your org data maturity - XGBoost classifier, KNN classifier, Decision tree classifier, Random forest classifier, Support vector classifier.

Good luck automating the age-old manual IT service management/operations with 20-30% cost savings.

Here is my March 2023 Forbes Article:

Council Post: Unlocking The Potential Of AI/ML In IT Service Management

Artificial intelligence and machine learning are revolutionizing the way we do business.

www.forbes.com/sites/forbestechcouncil/2023/03/07/unlocking-the-potential-of-aiml-in-it-service-management