Yogesh MalikFuture is already here, it is just unevenly distributed. Technology Evangelist and Digital FuturistAug 12 · 4 min read

How Machine Learning Can Transform ITServices?

What is Digital Labor?You can’t ignore — Technologies like Cloud computing, Internet of Things, BigData, Artificial Intelligence and Machine Learning are creating a new kind oflabor system; called Digital Labor

With cognitive platforms available now, it is feasible for the machine to learnand understand the meaning of what’s going around. Every industry isdisrupted by these emerging technologies, and more and more companies areexperimenting with cognitive computing and automation platforms

There is no doubt that this is another industrial revolution. Many tasks weperform today will be taken up by Digital Labor.

How Machine Learning Can Transform IT

How Machine Learning Can Transform ITServices?Machine Learning can significantly transform IT services, but have someobjectives before you hit the road -as Machine Learning is not some magic youapply and get benefits out of it.

Collect, analyze and predict information across the network, and useinformation to predict IT lag.

Reduce SLA violations by assigning tickets to SMEs who have handledsimilar tickets

Contextualize multiple issues and make most relevant operation staff seea list root causes and impacts and auto-initiate a virtual war room

Use ticket text classification to create a model and use sample to furthertrain the model

Predict IT service delivery cost by predicting volume change andactivities efforts

Balance resources, work flexibility and IT service performance

Knowledge article can be saved automatically

Make IT team to focus on workflow rather than individual alerts

Automated analysis of security data, understanding user behavior, givingthem risk score and step-up their authentication based on sudden changein their behavior

Gartner says,It’s time to take advantage of these technologies at the IT service desk to supportthe proactive, personal and dynamic needs of the digital workplace.

How Machine Learning Complements YourCurrent IT Tools?Machine learning techniques can complement your current monitoring tools,providing root-cause analysis and real-time detection of any anomaly.

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The volume of IT telemetry (events, alerts, traps, messages) can be huge andoverwhelming. With the assistance of machine learning, however, your ITproduction operations staff can make immediate sense of the potentiallythousands of events generated across the environment. The ability to quicklysee the signal from the noise, as well as to understand how the events are allrelated to a couple of situations, is known as IT situational awareness — something that all IT teams are looking to improve upon. Source

Example 1:Service Desk tools like Zendesk, Desk.com uses machine learning andsemantic analysis to automatically tag incoming tickets so that you can dealwith similar tickets in badges

Zendesk is one of the first customer service platforms implementing machinelearning to natively auto-respond to customer tickets with relevant knowledgebase articles, helping solve and deflect customer inquiries before they everreach an agent.

Example 2:Atlassian introduced smart graph to their JIRA Service Desk, a hybridalgorithm that combines keyword search and machine learning to providebetter search results.

Smart graph does away with playing the guessing game. By optimizing realinteractions and machine learning to translate between IT forms and commonlingo — your customers are happy campers

But, Don’t Forget These:Performance of such tools varies based on the machine learning algorithmsused, ranking methods, quality of datasets and training models

Have some goals before you implement Machine Learning tools in your IToperations.

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