INFORMATION TECHNOLOGY SERVICE MANAGEMENT SYSTEM REPLACEMENT

摘要

An apparatus may include a processor that may access first Information Technology Service Management (ITSM) information of a first ITSM system to be retired. The apparatus may train, based on the first ITSM information, a routing model used to route tickets. New tickets in the second ITSM system may be routed based on the routing model. Results of the routing may be used to retrain the routing model. The apparatus may also determine a knowledge base from the first ITSM information to resolve requests in the second ITSM system. Results of the resolutions requests such as tickets or queries determined from the knowledge base may be used to update/retrain the knowledge base. The second ITSM system may therefore use machine learned models seeded from the first ITSM information and retrain the models based on usage and evaluation of results of routing and resolutions of the second ITSM system.