Springer, 2018. — 112 р. — ISBN 3319940473.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 artificial intelligence (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
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