Trends in big data and emergence of cognitive computing are powering intelligence in cloud platforms. Cognitive cloud platforms emerge as systems which embody human-like reasoning in order to accelerate development and dynamic adaptation of novel applications and cloud-enabled processes.
In this talk, we present an overview of AI innovations in IT service management, ranging from problem determination to compliance. We then focus on service request management,and demonstrate how the end-user and support teams can interact with the system through natural language interfaces, to resolve problems and/or request service changes and adapt policy configurations.
Anup Kalia is a research staff member of the Cognitive Service Management organization at IBM T. J. Watson Research Center, NY. His research interests include service computing, multiagent systems, cognitive science and software engineering. In IBM Research, he is exploring different techniques such as text mining, natural language processing, machine learning and multiagent-based business process modeling to solve problems in the areas of service analytics, automation, knowledge graph extraction, DevOps and Blockchain. Kalia is a member of IEEE and ACM.
Jin Xiao is a research staff member at IBM T. J. Watson Research Center, where he is a member of the cognitive service management research department. His research interests include service automation, knowledge generation, NL-to-API interactions, data mining in network and system logs for analytics, and more recently on change management in DevOps and micro-services. Xiao is a member of IEEE. Contact him at [email protected]
Maja Vukovic is a research manager and a research staff member at IBM T. J. Watson Research Center, where she leads the cognitive service management research department. Her research interests include services computing, software engineering, IT service management and AI planning. Maja is a senior member of IEEE, member of IBM Academy Technology, and an IBM Master Inventor. Contact her at [email protected]