This document discusses how machine learning can help achieve proactive problem management. It notes that most IT analytics are backed by machine learning rather than artificial intelligence. It also outlines some issues with current problem management approaches, such as having thousands of tickets monthly and poor problem categorization. The document then presents an evolution of solutions, from manual text mining to real-time automated notification using supervised and unsupervised machine learning models. This could help address challenges like inaccurate, incomplete, and missing data that hamper root cause analysis.

1. Achieving Proactive Problem
Management with Machine Learning
Deepak Poornachandra
Technical Product Manager

2. 78%
Turning to
A.I.
for help
80%
I&O Leaders need
NEW APPROACH
to tooling
Source: BMC Survey of 1000+
senior IT professionals, Aug/2017
Survey says…

3. Source: insidebigdata.com
Just consider the data

4. “Artificial Intelligence” vs. “Machine Learning”
• AI = machine simulates human behavior and decision making
• ML = machine gets better at task or tasks with experience
without being explicitly programmed
Most analytics in IT are backed by Machine Learning,
not Artificial Intelligence

5. © Copyright 2017 BMC Software, Inc. BMC Confidential—Internal Use Only
THE PROBLEM WITH PROBLEM MNGMT
PROBLEM
MANAGEMENT
Service Level
Management
Service
Modeling
Event
Management
Root Cause
Analysis

6. PROBLEM STATEMENT
1000s or 10,000s of tickets monthly
Common problems drive most incidents
Problem identification hampered by poor categorization
Manual analysis ineffective, slow and VERY costly

7. © Copyright 2017 BMC Software, Inc.7
Tickets
Performance
Management
Infrastructure
& Application
Issues
Machine
Agents
Device &
Service Issues
Human
Agents
User Issues
What you see
Where the
problems are
Incidents Incidents
Problems, Incidents & Tickets

8. © Copyright 2017 BMC Software, Inc.8
Tickets
Performance
Management
Infrastructure
& Application
Issues
Machine
Agents
Device &
Service Issues
Human
Agents
User Issues
Incidents Incidents
Problems, Incidents & Tickets
Unstructured Data
Properties,
Categorizations,
Descriptions
Visibility

9. © Copyright 2017 BMC Software, Inc.
Data quality, context and visibility lacking
9
What the data
looks like
Impact?
Systemic?
Blind Spots?
Responsible?
Preventable?
What you need
to know
Inaccurate
Incomplete
Missing
Unhelpful
“Other”

10. © Copyright 2017 BMC Software, Inc.
Evolution of solution approach
10
Manual Text
Mining
Automated
Natural Language
Processing
Service Models &
App Context
Service, Performance
and Business data
Association

11. Demo

12. BMC Confidential – Subject to Change
JOURNEY TO REAL TIME AND AUTOMATED NOTIFICATION
Supervised
Offline Analysis
Manual
Problem
Ticket
Creation
Unsupervised
Real-time Analysis
Automated
Problem
Ticket
Creation
Model
Creation

13. BMC Confidential – Subject to Change
Automated
Analytics
FUTURE? – AUTOMATED, UNSUPERVISED, MODEL-LESS ANALYSIS
My profile does not
include my mobile
number. Can you please
add mobile number …
My team needs access
to Oracle as well as the
ability to run reports…
My #profile does not
include my mobile
number. Can you please
#add #mobile #number …
My team needs #access to
#Oracle as well as the
ability to run #reports…
SGE:infaprod reported
application collection
status: failure bmc-
pm3000026w: timeout
SGE:infaprod reported
#application collection
status: #failure bmc-
#pm3000026w: #timeout
Route
Assign
Remediate
Investigate
#failure
#failure
#failure
#failure
#failure
#failure
#failure
#failure
#access
#access
#access
#access #access
#access

15. © Copyright 2017 BMC Software, Inc.

16. BMC is a global leader in software solutions that help IT transform
traditional businesses into digital enterprises for the ultimate
competitive advantage.
Our Digital Enterprise Management set of IT solutions is designed to make digital business fast,
seamless, and optimized. From mainframe to mobile to cloud and beyond, we pair high-speed
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