Machine learning to improve IT service management

Intelligent automation, big data analytics and machine learning systems will become a significant part of information technology (IT) services and support decision-making, enhance staff productivity and facilitate smart self-service for end-users, says workflow specialist firm Marval Africa executive director Edward Carbutt. The volume of data streams entering IT service management is large and growing constantly; however, IT service management revolves around quality of service provision that enables customers to access faster, better and cheaper services and support.