INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE

Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effect...

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Autores principales:	A. V. Blinnikova, Ju. O. Nesterova
Formato:	article
Lenguaje:	RU
Publicado:	Publishing House of the State University of Management 2020
Materias:	artificial intelligence chat bots incident management information technology services machine learning management natural language smart applications smart change management smart notifications Sociology (General) HM401-1281 Economics as a science HB71-74
Acceso en línea:	https://doaj.org/article/5264113b5eab4174a76dab495d331586
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id	oai:doaj.org-article:5264113b5eab4174a76dab495d331586
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spelling	oai:doaj.org-article:5264113b5eab4174a76dab495d3315862021-12-03T07:43:32ZINCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE1816-42772686-841510.26425/1816-4277-2020-6-36-40https://doaj.org/article/5264113b5eab4174a76dab495d3315862020-08-01T00:00:00Zhttps://vestnik.guu.ru/jour/article/view/2263https://doaj.org/toc/1816-4277https://doaj.org/toc/2686-8415Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented.A. V. BlinnikovaJu. O. NesterovaPublishing House of the State University of Managementarticleartificial intelligencechat botsincident managementinformation technology servicesmachine learningmanagementnatural languagesmart applicationssmart change managementsmart notificationsSociology (General)HM401-1281Economics as a scienceHB71-74RUВестник университета, Vol 0, Iss 6, Pp 36-40 (2020)
institution	DOAJ
collection	DOAJ
language	RU
topic	artificial intelligence chat bots incident management information technology services machine learning management natural language smart applications smart change management smart notifications Sociology (General) HM401-1281 Economics as a science HB71-74
spellingShingle	artificial intelligence chat bots incident management information technology services machine learning management natural language smart applications smart change management smart notifications Sociology (General) HM401-1281 Economics as a science HB71-74 A. V. Blinnikova Ju. O. Nesterova INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
description	Due to the development of the digital economy and the increasing importance of information technologies in modern companies, there is a need to ensure the required level of quality of information technology services provided. At the same time, one of the most important processes for achieving effective work of employees and technologies is incident management. The business user must have continuous access to the necessary resources of the information system, and the decision in the event of an incident should not be delayed indefinitely, suspending the business process in the company. Approaches to optimizing the incident management structure based on artificial intelligence tools, including machine learning, have been considered in the article. The positive aspects of using the artificial intelligence in incident management, real examples of companies and projects have been designated, and also the modern process of user support from detecting an incident until solving it has been analysed and presented.
format	article
author	A. V. Blinnikova Ju. O. Nesterova
author_facet	A. V. Blinnikova Ju. O. Nesterova
author_sort	A. V. Blinnikova
title	INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
title_short	INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
title_full	INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
title_fullStr	INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
title_full_unstemmed	INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE
title_sort	incident management in itsm using artificial intelligence
publisher	Publishing House of the State University of Management
publishDate	2020
url	https://doaj.org/article/5264113b5eab4174a76dab495d331586
work_keys_str_mv	AT avblinnikova incidentmanagementinitsmusingartificialintelligence AT juonesterova incidentmanagementinitsmusingartificialintelligence
_version_	1718373510025314304

INCIDENT MANAGEMENT IN ITSM USING ARTIFICIAL INTELLIGENCE

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