How big data and machine learning impacts IT Service Management

A Gartner study poses that, "By 2019, IT service desks utilising machine learning enhanced technologies will free up to 30% of support capacity." In addition, Edward Carbutt, Executive Director at Marval Africa, believes the features that machine learning introduced will also add a tier of intelligent automation to traditional IT service desks. This will aid decision-making, enhancing staff productivity and opening up a level of smarter self-service for the end user. "The faster networks become, the more data is consumed and generated," says Carbutt. "In today's digital world, with its fast networks and constantly evolving technology, information is being accumulated at a rapid pace. This poses challenges for IT Service Management (ITSM) teams, who are inundated with enormous data streams, often too large to process manually. However, the application of Machine Learning to sift, sort, analyse and manage Big Data could help to simplify the tasks of ITSM."