Modern service providers often have to deal with large amounts of customer requests, which
they need to act upon in a swift and effective manner to ensure adequate support is …

Modern service systems are constantly improving with the development of various IT
technologies, leading to a boost in system scales and complex dependencies among …

Large-scale companies across various sectors maintain substantial IT infrastructure to
support their operations and provide quality services for their customers and employees …

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) …

The loosely-coupled microservices architecture has become increasingly popular due to the
advantage of its modularity and elasticity in cloud applications. However, it also seriously …

Ticket automation plays a crucial role in ensuring the normal operation of IT software
systems. One of the key tasks of ticket automation is to assign experts to resolve incoming …

With the advent of cloud, new generations of digital services are being conceived to respond
to the ever-growing demands and expectations of the market place. In parallel, automations …

The increasing complexity of IT service management underscores the need for efficient and
scalable solutions to manage IT tickets. This thesis explores the application of machine …

The automation level of IT operation and maintenance service affects the operation
efficiency of enterprises. To realize the intelligent service desk based on unattended, a …