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Transforming the IT Services Lifecycle with AI Technologies

  • Kristof Kloeckner
  • John Davis
  • Nicholas C. Fuller
  • Giovanni Lanfranchi
  • Stefan Pappe
  • Amit Paradkar
  • Larisa Shwartz
  • Maheswaran Surendra
  • Dorothea Wiesmann

Part of the SpringerBriefs in Computer Science book series (BRIEFSCOMPUTER)

Table of contents

  1. Front Matter
    Pages i-ix
  2. Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar et al.
    Pages 1-14
  3. Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar et al.
    Pages 15-33
  4. Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar et al.
    Pages 35-56
  5. Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar et al.
    Pages 57-73
  6. Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar et al.
    Pages 75-93
  7. Kristof Kloeckner, John Davis, Nicholas C. Fuller, Giovanni Lanfranchi, Stefan Pappe, Amit Paradkar et al.
    Pages 95-100

About this book

Introduction

As more and more industries are experiencing digital disruption, using information technology to enable a competitive advantage becomes a critical success factor for all enterprises. This book will cover the authors’ insights on how AI technologies can fundamentally reshape the IT services delivery lifecycle to deliver better business outcomes through a data-driven and knowledge-based approach. Three main challenges and the technologies to address them are discussed in detail:

·         Gaining actionable insight from operational data for service management automation and improved human decision making

·         Capturing and enhancing expert knowledge throughout the lifecycle from solution design to ongoing service improvement

·         Enabling self-service for service requests and problem resolution, through intuitive natural language interfaces

The authors are top researchers and practitioners with deep experience in the fields of artificial intelligence and IT service management and are discussing both practical advice for IT teams and advanced research results.  The topics will appeal to CIOs and CTOs as well as researchers who want to understand the state of the art of applying artificial intelligence to a very complex problem space. There is no other book on this subject currently available.

Although the book is planned to be concise, it will comprehensively discuss topics like gaining insight from operational data for automatic problem diagnosis and resolution as well as continuous service optimization, AI for solution design and conversational self-service systems.

Keywords

cognitive IT service management IBM Watson data curation knowledge extraction and management semantical reasoning analytics service life cycle cognitive platforms data-driven services Artificial Intelligence Machine Learning Recommender system Conversational Interfaces Cognitive IT

Authors and affiliations

  • Kristof Kloeckner
    • 1
  • John Davis
    • 2
  • Nicholas C. Fuller
    • 3
  • Giovanni Lanfranchi
    • 4
  • Stefan Pappe
    • 5
  • Amit Paradkar
    • 6
  • Larisa Shwartz
    • 7
  • Maheswaran Surendra
    • 8
  • Dorothea Wiesmann
    • 9
  1. 1.Global Technology ServicesIBM (United States)ArmonkUSA
  2. 2.Global Technology ServicesIBM (United Kingdom)HursleyUK
  3. 3.IBM Research DivisionIBM (United States)Yorktown HeightsUSA
  4. 4.Global Technology ServicesIBM (United States)ArmonkUSA
  5. 5.Global Technology ServicesIBM (Germany)MannheimGermany
  6. 6.IBM Research DivisionIBM (United States)Yorktown HeightsUSA
  7. 7.IBM Research DivisionIBM (United States)Yorktown HeightsUSA
  8. 8.Global Technology ServicesIBM (United States)Yorktown HeightsUSA
  9. 9.IBM Research DivisionRüschlikonSwitzerland

Bibliographic information

  • DOI https://doi.org/10.1007/978-3-319-94048-9
  • Copyright Information The Author(s), under exclusive licence to Springer Nature Switzerland AG 2018
  • Publisher Name Springer, Cham
  • eBook Packages Computer Science
  • Print ISBN 978-3-319-94047-2
  • Online ISBN 978-3-319-94048-9
  • Series Print ISSN 2191-5768
  • Series Online ISSN 2191-5776
  • Buy this book on publisher's site