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Increasingly, organizations are utilizing ML in ITSM, with ITSM solution providers such as ServiceNow providing in-built ML capabilities on their platforms.<br><br>However, organizations that want to take full advantage of ML in ITSM are replicating and extracting ITSM data to feed into purpose-built ML solutions.
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ML in ITSM: The Machine Learning Use Cases Revolutionizing ITSM
Increasingly, organizations are utilizing ML in ITSM, with ITSM solution providers such as ServiceNow providing in-built ML capabilities on their platforms. • However, organizations that want to take full advantage of ML in ITSM are replicating and extracting ITSM data to feed into purpose-built ML solutions. • This post explores the potential benefits of applying machine learning in ITSM, and why ITSM integration solutions are a key enabling technology in this use case
What is Machine Learning? • Machine learning (ML) describes a type of artificial intelligence that uses data and algorithms to mimic the iterative, experiential learning associated with humans. • With the ability to “learn,” machine learning can automate improvements, adapting to data being fed into the solution. • By learning from past data, machine learning can be utilized to identify patterns and make accurate predictions.
Machine Learning in ITSM Solutions • Recognizing the demand for machine learning in ITSM, ServiceNow provides machine learning capabilities through its Predictive Intelligence solution. • However, many organizations want to do more with machine learning than what is made available via ITSM platforms such as ServiceNow. To do so, they need to feed large amounts of ITSM data into the machine-learning solution/algorithm. In other words, they need an integration solution.
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