Opportunities and Challenges Towards Cognitive IT Service Management in Real World
| Autor: | Larisa Shwartz, Lin Yang, Jingmin Xu, Jun Zheng, Pengfei Chen, Su Zhuo, Fan Jing Meng, Naga A. Ayachitula, George M. Galambos, Xiao Zhang, Yuan Wang, Karin Murthy, Xiao Xi Liu |
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| Rok vydání: | 2018 |
| Předmět: |
business.industry
Emerging technologies Computer science IT service management Big data Mobile computing Information technology Cloud computing 02 engineering and technology computer.software_genre Data science 020204 information systems 0202 electrical engineering electronic engineering information engineering 020201 artificial intelligence & image processing The Internet Web service business computer |
| Zdroj: | SOSE |
| Popis: | More and more industries are experiencing digital disruption triggered by new technologies for example cloud, mobile, Internet-of-Things, Big Data, and Artificial Intelligence. Majority of applications are predicted to provide cognitive capabilities to amplify human skills and expertise in coming two years. Information Technology (IT) services industry is also shifting from people-led and technology-assisted model into a people-assisted and technology-led model. However, the ever-changing IT technologies, increasingly complicated IT environments, and ever-shortening IT delivery cycles in real world pose great challenges to existing IT Service Management (ITSM) technologies. This paper aims to discuss the trends, opportunities, and challenges in transformation of real-world ITSM in cognitive era and to trigger more practical research work in this exploited area. It firstly reviews the evolution of ITSM and discusses key technologies behind the evolution. Then, it summarizes opportunities and challenges in transforming ITSM with cognitive capabilities in real word. Further, we discuss key enabling technologies to drive the evolution of ITSM towards Cognitive one. Finally, we conclude the paper and envision real-world best practices in this area. |
| Databáze: | OpenAIRE |
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