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: Contribution to conferencePaperpeer-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
Publication statusPublished (in print/issue) - 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


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


  • 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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