2018 IEEE Symposium on Service-Oriented System Engineering (SOSE), 2018
More and more industries are experiencing digital disruption triggered by new technologies for ex... more 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.
Abstract. People, processes, technology and information are the service provider's resources... more Abstract. People, processes, technology and information are the service provider's resources for delivering IT services. Process automation is one way in which service providers can reduce cost and improve quality by automating routine tasks thereby reducing human error and reserving people resources for those tasks which require human skill and complex decision making. In this paper we propose a conceptual methodology for IT service management process automation in the area of configuration control, audit verification, and process analytics. We employ a complexity model to assist in identifying the opportunities for process automation. We recommend and outline an automated approach to the complex task of variance detection of the hierarchically defined Configuration Items in a Configuration Management Database (CMDB) against the Configuration Items in the IT environment. We also recommend the integration of this automated detection with human centric remediation for resolving ...
In this paper, we present IBM's cognitive strategy for service delivery transformation to a s... more In this paper, we present IBM's cognitive strategy for service delivery transformation to a services integration approach for IT service management. This transformation is fueled by three fundamental technological paradigms: cognitive, cloud, and data and digital content. At the foundation of this approach is the IBM Services Platform with Watson—an IBM Cloud and Watson-based platform that uses machine learning, natural language, discovery, and various Watson application programming interfaces to design superior client solutions, achieve an exceptional level of autonomic service management, and facilitate a healthy "always-on " environment. It continuously learns and optimizes information technology performance to enable enhanced client business outcomes.
2018 IEEE Symposium on Service-Oriented System Engineering (SOSE), 2018
More and more industries are experiencing digital disruption triggered by new technologies for ex... more 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.
Abstract. People, processes, technology and information are the service provider's resources... more Abstract. People, processes, technology and information are the service provider's resources for delivering IT services. Process automation is one way in which service providers can reduce cost and improve quality by automating routine tasks thereby reducing human error and reserving people resources for those tasks which require human skill and complex decision making. In this paper we propose a conceptual methodology for IT service management process automation in the area of configuration control, audit verification, and process analytics. We employ a complexity model to assist in identifying the opportunities for process automation. We recommend and outline an automated approach to the complex task of variance detection of the hierarchically defined Configuration Items in a Configuration Management Database (CMDB) against the Configuration Items in the IT environment. We also recommend the integration of this automated detection with human centric remediation for resolving ...
In this paper, we present IBM's cognitive strategy for service delivery transformation to a s... more In this paper, we present IBM's cognitive strategy for service delivery transformation to a services integration approach for IT service management. This transformation is fueled by three fundamental technological paradigms: cognitive, cloud, and data and digital content. At the foundation of this approach is the IBM Services Platform with Watson—an IBM Cloud and Watson-based platform that uses machine learning, natural language, discovery, and various Watson application programming interfaces to design superior client solutions, achieve an exceptional level of autonomic service management, and facilitate a healthy "always-on " environment. It continuously learns and optimizes information technology performance to enable enhanced client business outcomes.
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Papers by NAGA AYACHITULA