Today’s guest is Eamonn O'Toole, Data Science Consultant at Dell Technologies. Dell Technologies Managed Services (DTMS) provide fully managed and optimised cloud and IT services to a large and varied set of 3rd party customers. These services include the operation and
maintenance of backup, storage, compute, network and converged
infrastructure with a variety of monitoring and ITSM systems.

Dell Technologies won the 2023 AI Award for Best Application of AI in a Large Enterprise for the DTMS team’s collaboration with Service Operations Applied Science and Engineering (SOAS) to employ an ML-powered Multi-Layered Framework to enhance incident management and reduce ticket handling times.

Topics include:

• How Dell Managed Services are enhancing IT efficiency through intelligent data utilisation
• Introducing Intelligent Ticket Routing which reduces resolution time by 4%
• Applying NLP and clustering for efficient ticket classification
• Integrating ML with ITSM to guarantee seamless, platform-agnostic ticket routing
• Real-time ticket integration and anomaly detection to ensure practical utility
• Predictive analytics for automated incident prevention and recovery
• Key lesson to understand the context in deploying solutions