Knowledge-based Intelligent System for IT Incident DevOps

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

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

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The automation of IT incident management (i.e., handling of any unusual events that hamper the quality of IT services) is a main focus in Artificial Intelligence for IT Operations (AIOPS). The success and reputation of large-scale firms depend on their customer service and helpdesk system. These systems tend to handle client requests and track customer service agent interactions. In this research, we present a complete knowledge-based system that automates two core components of IT incident service management (ITSM): (1) Ticket Assignment Group(TAG) and (2) Incident Resolution (IR). Our proposed system bypasses the 4 core steps of the traditional ITSM process, including data investigation, event correlation, situation room collaboration, and probable root cause. It provides immediate solutions that can save companies key performance indicator(KPIs) resources and reduce the mean time to resolution (MTTR). The experiment used an industrial, real-time ITSM dataset from a prominent IT organization comprising 500,000 real-time incident descriptions with encoded labels. Furthermore, our systems are then evaluated with an open-source dataset. Compared to the existing benchmark methodologies, there is a 5% improvement in terms of Accuracy score. The study demonstrates AI automation capabilities in incident handling (TAG and IR) for large real-world IT systems.
Original languageEnglish
Title of host publicationProceedings of 2023 IEEE/ACM International Workshop on Cloud Intelligence & AIOps
Number of pages7
ISBN (Electronic)979-8-3503-2374-0
ISBN (Print)979-8-3503-2375-7
Publication statusPublished online - 15 May 2023
EventIEEE/ACM International Conference on Software Engineering - Melbourne Convention Exhibition Centre, Melbourne , Australia
Duration: 15 May 202316 May 2023
Conference number: 45th

Publication series

Name2023 IEEE/ACM International Workshop on Cloud Intelligence & AIOps (AIOps)


ConferenceIEEE/ACM International Conference on Software Engineering
Abbreviated titleICSE
Internet address

Bibliographical note

Funding Information:
VII. ACKNOWLEDGMENT 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 (EP-SRC), 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:
© 2023 IEEE.


  • IT Incidents
  • Risk prediction
  • Dataset Imbalance
  • IT Service Management (ITSM)
  • Information Technology Infrastructure Library (ITIL)
  • Artificial Intelligence for IT Operations (AIOPS)
  • Text Resolution
  • Assignment Group


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