Data Mining and Machine Learning Applications

7Predictive Analytics in IT Service Management (ITSM)

Sharon Christa I.L.¹* and Suma V.²

¹Dept. of Computer Science & Engineer, Graphic Era University, Dehradun, India

²Dept. of Information Science & Engineer, Dayananda Sagar College of Engineer, Bengaluru, India

Abstract

Predictive analytics and applied machine learning techniques have taken a significant role in the state of the art in technology that make use of data mining techniques for knowledge extraction. It is observed that machine learning techniques perform and produce better results than what is achieved in hard computing techniques. Further, the IT service sector is a dominating component in the global market while machine learning techniques are most suitable to be applied in the areas of high uncertainty. Since client management and incident management aspects of IT service management are highly uncertain, integrating machine learning in IT service is a better choice as they can produce near accurate, robust results from uncertainty and partial truth. Services provided to the customers and efficiency of the service provider can be optimized in different ways using machine learning techniques. The different aspects of IT service sector and integration of machine learning techniques to enhance the productivity and quality of the deliverable using the machine learning techniques is presented in this chapter.

Keywords: Knowledge extraction, predictive analytics, machine learning, IT service, service maintenance ...