AI for Information Tecchnology Operation (AIOps): A Review of IT Incident Risk Prediction

Salman Ahmed, Muskaan Singh, Brendan Doherty, Effirul Ramlan, Kathryn Harkin, Damien Coyle

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

2 Citations (Scopus)
141 Downloads (Pure)

Abstract

The advancement of Artificial Intelligence has led to a surge in its application in Information Technology (IT) Operations, often termed Artificial Intelligence for IT Operations (AIOPS). One of the most challenging problems in AIOPS is IT Service Management (ITSM), which deals with incidents and anomalies of users, often referred to as tickets. These tickets are resolved by the IT firm support system, which plays a significant role in the company's user experiences, productivity, and profit. Recent advances have been made to automate the prediction of IT incidents and resolve them in a minimal time, utilizing AI models. In this paper, we take stock of the work in this domain and review the challenges. We also highlight the open topics that require further investigation for the advancement of the field.
Original languageEnglish
Title of host publication2022 9th International Conference on Soft Computing and Machine Intelligence, ISCMI 2022
PublisherIEEE
Pages253-257
Number of pages5
ISBN (Electronic)979-8-3503-2088-6, 979-8-3503-2087-9
ISBN (Print)979-8-3503-2089-3
DOIs
Publication statusPublished online - 21 Mar 2023
Event12022 9th International Conference on Soft Computing & Machine Intelligence - Toronto, Canada
Duration: 26 Nov 202227 Nov 2022
Conference number: 9th
https://ieeexplore.ieee.org/xpl/conhome/10068346/proceeding

Publication series

Name2022 9th International Conference on Soft Computing & Machine Intelligence (ISCMI)
PublisherIEEE Control Society
ISSN (Print)2640-0154
ISSN (Electronic)2640-0146

Conference

Conference12022 9th International Conference on Soft Computing & Machine Intelligence
Abbreviated titleISCMI
Country/TerritoryCanada
CityToronto
Period26/11/2227/11/22
Internet address

Bibliographical note

Funding Information:
We are grateful for access to the Tier 2 High-Performance Computing resources provided by the Northern Ireland High-Performance Computing (NI-HPC) facility funded by the UK Engineering and Physical Sciences Research Council (EPSRC), Grant Nos. EP/T022175/ and EP/W03204X/1. Damien Coyle is supported by the UKRI Turing AI Fellowship 2021-2025 funded by the EPSRC (grant number EP/V025724/1). Salman Ahmed is supported by a Dr. George Moore Ph.D. scholarship.

Publisher Copyright:
© 2022 IEEE.

Keywords

  • Support vector machines
  • Productivity
  • Bibiolographies
  • Predictive models
  • Prediction algorithms
  • Transformers
  • Libraries
  • Artificial Intelligence for IT Operations (AIOPS)
  • IT incidents
  • Risk predictiohn
  • Dataset Imbalance
  • IT Service Management (ITSM)
  • Information Technology Infrastructure Library (ITIL)
  • IT Incidents
  • Risk prediction

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