Intelligent Autonomous Systems for Software Engineering - An Example

In this ever-growing competitive world, traditionally large corporation IT systems need substantial effort and cost to maintain and manage systems engineering is called as IT Service management. With advancement of Artificial Intelligence (AI), IT service management can draw benefits and drive efficiency the way an incident or ticket is managed. AI can not only help in incident resolution steps (like incident creation, recording, response, resolution and closure), but also can ensure no-recurrence or no-repeat of the incident. This opportunity is the focus of this paper. In this paper, AI concepts starting from knowledge management, corpus creation and defining machine learning algorithm to automate all service management actions will be discussed. Readers of this paper will learn how to apply AI in IT Service management and identify approaches to define organizational specific machine learning algorithms. This paper also provides a bird's eye view of what is the structured approach for applying AI in various IT fields, with Service management as an example field.