Abstract: In one implementation, a system for message based information technology service management includes an editor engine to generate a first message that includes a description of a service request, an action engine to add a number of actions to the first message relating to the service request, and a response engine to send a second message to a number of users based on the service request and the number of actions added to the first message.

Abstract: Recommending actions to an Information Technology (IT) case can include searching an index for an IT case that matches a received IT case, identifying a plurality of actions for the received IT case based on the search, and recommending a subset of actions from the plurality of actions for the received IT case to an IT agent.

Abstract: A combination of a structured database and an unstructured database may be used to access input by a plurality of end users to data fields in interaction with an information system, where storage of the input is separated between the combination of the structured database and the unstructured database, to analyze multiple choice and numerical input in the structured database, to analyze textual input in the unstructured database, and determine a first set of textual inputs that each includes a related textual topic in the textual input.

Abstract: In one implementation, a system for message based information technology service management includes an editor engine to generate a first message that includes a description of a service request, an action engine to add a number of actions to the first message relating to the service request, and a response engine to send a second message to a number of users based on the service request and the number of actions added to the first message.

Abstract: Example implementations relate to standardized custom surveys. For example, a system can include a generate engine to generate, based on a definition, a survey of an entity having a customized data model, a send engine to send the survey to an end-user during a workflow of a lifecycle of the entity responsive to a predetermined workflow event, a collect engine to collect, based on the definition, a response to the survey and a context, and a report engine to generate a report from a table containing standardized responses and standardized contexts collected from a plurality of surveys including the survey of the entity, wherein each of the plurality of surveys has a different customized data model.

Abstract: Recommending actions to an Information Technology (IT) case can include searching an index for an IT case that matches a received IT case, identifying a plurality of actions for the received IT case based on the search, and recommending a subset of actions from the plurality of actions for the received IT case to an IT agent.