Abstract: Identifying an log anomaly resolution by generating a knowledge base linking each of a plurality of incidents with historical anomalous log lines, calculating a resolution specificity score for each knowledge base record, identifying a run-time anomalous log line using the knowledge base, predicting a category for the run-time anomalous log line, identifying resolutions according to the category, ranking the resolutions according to the resolution specificity scores, and recommending a resolution according to the ranking.

Abstract: Identifying an log anomaly resolution by generating a knowledge base linking each of a plurality of incidents with historical anomalous log lines, calculating a resolution specificity score for each knowledge base record, identifying a run-time anomalous log line using the knowledge base, predicting a category for the run-time anomalous log line, identifying resolutions according to the category, ranking the resolutions according to the resolution specificity scores, and recommending a resolution according to the ranking.

Abstract: Methods, systems, and computer program products for automatically detecting periods of normal activity by analyzing observability data in IT operations environments are provided herein. A computer-implemented method includes obtaining multiple types of data related to one or more artificial intelligence-related information technology operations; modelling at least a portion of the obtained data as time series data; automatically identifying, from the time series data, one or more time periods associated with one or more given levels of data activity; and performing one or more automated actions, in at least one artificial intelligence-related information technology operations environment, based at least in part on the data corresponding to the one or more identified time periods.

Abstract: Methods, computer program products, and/or systems are provided that perform the following operations: in an information technology (IT) management system, grouping one or more ongoing service failure events into a service failure record; identifying a representative event for the service failure record; identifying one or more conversations that relate to the one or more ongoing service events; computing, using a similarity algorithm, feature similarity scores for respective conversations of the one or more conversations based, at least in part, on the features associated with the representative event and features associated with the respective conversations; linking a subset of the one or more conversations to the one or more ongoing service events in the service failure record based, at least in part, on the computed feature similarity scores; and providing the service failure record to a collaboration platform utilized in addressing the one or more ongoing service events.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: Methods, systems, and computer program products for measuring effective utilization of a service practitioner for ticket resolution via a wearable device are provided herein. A computer-implemented method includes determining one or more keywords related to multiple information technology action item categories; matching the determined keywords to a set of keystroke data, wherein the keystroke data are captured (i) by a remote device associated with an information technology action item practitioner (ii) over a fixed duration of time; computing, based on said matching the amount of the fixed duration of time spent by the information technology action item practitioner attempting to resolve an information technology action item from among the multiple categories; and outputting the computed amount of time to at least one user.

Abstract: Aspects of the present invention disclose a method for debiasing text by neutralizing subjective information while preserving relevant information. The method includes one or more processors determining a sentiment of textual data. The method further includes extracting information that is relevant to resolving a topic that is represented in the textual data. The method further includes debiasing the information that is relevant to resolving a topic that is represented in the textual data. The method further includes validating that the debiased information includes the information that is relevant to resolving the topic that is represented in the textual data. The method further includes generating debiased textual data, the debiased textual data including the debiased information and masking the determined sentiment of the textual data.

Abstract: Aspects of the present invention disclose a method for debiasing text by neutralizing subjective information while preserving relevant information. The method includes one or more processors determining a sentiment of textual data. The method further includes extracting information that is relevant to resolving a topic that is represented in the textual data. The method further includes debiasing the information that is relevant to resolving a topic that is represented in the textual data. The method further includes validating that the debiased information includes the information that is relevant to resolving the topic that is represented in the textual data. The method further includes generating debiased textual data, the debiased textual data including the debiased information and masking the determined sentiment of the textual data.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: Methods, systems, and computer program products for measuring effective utilization of a service practitioner for ticket resolution via a wearable device are provided herein. A computer-implemented method includes determining one or more keywords related to multiple information technology action item categories; matching the determined keywords to a set of keystroke data, wherein the keystroke data are captured (i) by a remote device associated with an information technology action item practitioner (ii) over a fixed duration of time; computing, based on said matching the amount of the fixed duration of time spent by the information technology action item practitioner attempting to resolve an information technology action item from among the multiple categories; and outputting the computed amount of time to at least one user.

Abstract: Optimizing allocation of multi-tasking servers is provided. A schedule that identifies a plurality of time periods is received. The schedule associates each server of a plurality of servers with at least one time period. Performance characteristics, including a multitasking threshold, of each server of the plurality of servers is determined. A simulation of the plurality of servers is performed to determine a service level of the simulation. A workload identifying a plurality of incidents is received. Each incident is allocated to a server. One or more performance metrics of each time period is determined. The service level of the simulation is determined based, at least in part, on the one or more performance metrics of each time period. The schedule is optimized based, at least in part, on at least one of the service level and a target service level.

Abstract: A method and associated systems for benchmarking performance of a service organization. A processor collects recorded performance data that identifies how much time members of randomly selected service teams of the service organization required to perform tasks associated with sub-activities of an activity of interest. The data is sorted by sub-activity and data associated with certain biasing types of tasks may be discarded. For each sub-activity for which enough valid data exists, a sub-activity benchmark is identified as a function of a median of task-performance times associated with that sub-activity. This sub-activity benchmark may be used to derive statistical functions that characterize performance of another service team when performing tasks related to the same sub-activity. Such characterizations may be aggregated and exported to a scorecard report that identifies overperforming and underperforming service teams.

Abstract: Methods, systems, and articles of manufacture for evaluation of service delivery models are provided herein. A method includes evaluating a set of multiple service delivery models against one or more metrics; selecting one service delivery model from the set of multiple service delivery models based on said evaluating; activating said selected service delivery model within a system; and re-evaluating said selected service delivery model based on data collected subsequent to said activating.

Abstract: Methods and systems for creating an action plan for a service delivery system comprising a plurality of operational key performance indicators (KPIs). The system receives predetermined information about at least one relationship between two or more of the KPIs, and weights that information based on its source. The system also receives information about operational constraints and desired outcomes. A KPI relationship map is created using both the weighted information and information about KPI relationships within the service delivery system. Future predictions are made based on the KPI relationship map, and the predictions and map are utilized to create an action plan to achieve the desired outcomes in light of the operational constraints.

Abstract: Techniques for executing a batch of one or more workflows on one or more domains are provided. The techniques include receiving a request for workflow execution, sending at least one of one or more individual jobs in each workflow and dependency information to a scheduler, computing, by the scheduler, one or more outputs, wherein the one or more outputs are based on one or more performance objectives, and integrating orchestration of one or more workflows and scheduling of at least one of one or more jobs and one or more data transfers, wherein the integrating is used to execute a batch of one or more workflows based on at least one of one or more outputs of the scheduler, static information and run-time information.

Abstract: A system for ensuring timing study quality in a service delivery environment, comprises a participation module capable of determining a level of participation by assets in the timing study, a volume module capable of comparing effort data volume with workload data volume, and a records module capable of analyzing effort data for a duration for each record, wherein one or more of the modules are implemented on a computer system comprising a memory and at least one processor coupled to the memory.

Abstract: A system for ensuring timing study quality in a service delivery environment, comprises a participation module capable of determining a level of participation by assets in the timing study, a volume module capable of comparing effort data volume with workload data volume, and a records module capable of analyzing effort data for a duration for each record, wherein one or more of the modules are implemented on a computer system comprising a memory and at least one processor coupled to the memory.

Abstract: Techniques for virtual machine placement in a datacenter are provided. The techniques include using one or more server power characteristics to determine a power cost for any given virtual machine placement in the datacenter, using a heat profile of one or more datacenter components in relation to one or more cooling resources in the datacenter to determine cooling cost for any given virtual machine placement in the datacenter, and using the power cost and cooling cost to apply integrated energy cost minimization at one or more levels of hierarchy in the datacenter to determine placement of a virtual machine in the datacenter such that the integrated energy cost of the datacenter is minimized.

Abstract: Skill update based work assignment in one aspect may comprise receiving a worker set identifying a list of workers, current skills associated with the worker set, required skills associated with a set of tickets; classifying the current skills and the required skills to find worker target skills; calculating for each of the workers in the worker set, a worker's updated skill should the worker be assigned to and work on one or more of the set of tickets; and assigning one or more of the set of tickets to one or more of the workers in the worker set whose current skills enable resolving the set of tickets within a predetermined criterion, and based on whether one or more of the workers' updated skills meet the worker target skills.