The noisiness and low quality of IT operations management data is a major challenge in using machine learning to assist IT operations management. Our system mitigates this challenge by automatically measuring data quality, and then using the results to select data subsets that generate improved model performance. Based on a set of metrics that quantify the quality of a corpus with both structured and unstructured data, we are proposing a framework to automatically identify "well behaved" subsets in the corpus. By streaming input data to separate models for these subsets, we can achieve better performance when compared with a model trained on the full dataset. We present a motivating example that inspired our approach as well as a deployment case study of our system based on engagements with two clients which demonstrate that the proposed methodology is effective for detecting such subsets to improve model performance.

Online interactive recommender systems strive to promptly suggest users appropriate items (e.g., movies and news articles) according to the current context including both user and item content information. Such contextual information is often unavailable in practice, where only the users' interaction data on items can be utilized by recommender systems. The lack of interaction records, especially for new users and items, inflames the performance of recommendation further. To address these issues, both collaborative filtering, one of the most popular recommendation techniques relying on the interaction data only, and bandit mechanisms, capable of achieving the balance between exploitation and exploration, are adopted into an online interactive recommendation setting assuming independent items (i.e., arms). This assumption rarely holds in reality, since the real-world items tend to be correlated with each other. In this paper, we study online interactive collaborative filtering problems by considering the dependencies among items. We explicitly formulate item dependencies as the clusters of arms in the bandit setting, where the arms within a single cluster share the similar latent topics. In light of topic modeling techniques, we come up with a novel generative model to generate the items from their underlying topics. Furthermore, an efficient particle-learning based online algorithm is developed for inferring both latent parameters and states of our model by taking advantage of the fully adaptive inference strategy of particle learning techniques. Additionally, our inferred model can be naturally integrated with existing multi-armed selection strategies in an interactive collaborative filtering setting. Empirical studies on two real-world applications, online recommendations on movies and news, demonstrate both the effectiveness and efficiency of our proposed approach.

An efficient delivery of IT services for increasingly complex IT environments demands an intelligent automated solution for resolving existing and potential issues. An automation recommender system, promptly suggesting the most proper scripted resolution to an arriving IT incident ticket, would play a significant role in IT automation services. Hence, developing a comprehensive framework supporting becomes imperative for continuous improvement of automation recommendation.In this paper, we first identify the challenges of IT services followed by a discussion on AISTAR (an intelligent system for online IT ticket automation recommendation) designed and developed to provide them. Specifically, we define and formalize automation recommendation procedure as a multi-armed bandit problem with dependent arms, which is capable of achieving the optimal tradeoff between exploitation of the system for the best automation recommendation and exploration of automation execution information for future recommendation. Two novel multi-armed bandit models are proposed and integrated to handle the aforementioned challenges in IT automation services. Empirical studies on a large ticket dataset from IBM Global Services demonstrate both the effectiveness and efficiency of our intelligent integrated system. AISTAR is earmarked for Cognitive Event Automation for IBM Service delivery.

The increasing complexity of IT environments urgently requires the use of analytical approaches and automated problem resolution for more efficient delivery of IT services. In this paper, we model the automation recommendation procedure of IT automation services as a contextual bandit problem with dependent arms, where the arms are in the form of hierarchies. Intuitively, different automations in IT automation services, designed to automatically solve the corresponding ticket problems, can be organized into a hierarchy by domain experts according to the types of ticket problems. We introduce a novel hierarchical multi-armed bandit algorithms leveraging the hierarchies, which can match the coarse-to-fine feature space of arms. Empirical experiments on a real large-scale ticket dataset have demonstrated substantial improvements over the conventional bandit algorithms. In addition, a case study of dealing with the cold-start problem is conducted to clearly show the merits of our proposed algorithms.

In large scale and complex IT service environments, a problematic incident is logged as a ticket and contains the ticket summary (system status and problem description). The system administrators log the step-wise resolution description when such tickets are resolved. The repeating service events are most likely resolved by inferring similar historical tickets. With the availability of reasonably large ticket datasets, we can have an automated system to recommend the best matching resolution for a given ticket summary. In this paper, we first identify the challenges in real-world ticket analysis and develop an integrated framework to efficiently handle those challenges. The framework first quantifies the quality of ticket resolutions using a regression model built on carefully designed features. The tickets, along with their quality scores obtained from the resolution quality quantification, are then used to train a deep neural network ranking model that outputs the matching scores of ticket summary and resolution pairs. This ranking model allows us to leverage the resolution quality in historical tickets when recommending resolutions for an incoming incident ticket. In addition, the feature vectors derived from the deep neural ranking model can be effectively used in other ticket analysis tasks, such as ticket classification and clustering. The proposed framework is extensively evaluated with a large real-world dataset.

Modern Cloud computing environments are rapidly evolving, leading to a growing adoption of dynamic pricing for virtual resources and of speedier deployment tools and to the emergence of hybrid Cloud scenarios. These trends suggest the opportunity to investigate a new generation of Cloud-based IT services, capable of adapting to changes in their operating conditions and deployment environment by dynamically realigning their configuration. This calls for new and more sophisticated management tools, that are capable of atomatically evaluating the performance of alternative configurations for Cloud-based IT services and of identifying the one that aligns better to the objectives defined by the business management.

Large-scale time series data are prevalent across diverse application domains including system management, biomedical informatics, social networks, finance, etc. Temporal dependency discovery performs an essential part to identify the hidden interactions among the observed time series and helps to gain more insight into the behavior of the applications. However, the time-varying sparsity of the interactions among time series often poses a big challenge to temporal dependency discovery in practice. This paper formulates the temporal dependency problem with a novel Bayesian model allowing for both the sparsity and evolution of the hidden interactions among the observed time series. Taking advantage of the Bayesian modeling, an online inference method is proposed for time-varying temporal dependency discovery. Extensive empirical studies on both the synthetic and real application time series data are conducted to demonstrate the effectiveness and the efficiency of the proposed method.

The competitive business climate and the complexity of IT environments dictate efficient and cost-effective service delivery and support of IT services. These are largely achieved by automating routine maintenance procedures, including problem detection, determination and resolution. System monitoring provides an effective and reliable means for problem detection. Coupled with automated ticket creation, it ensures that a degradation of the vital signs, defined by acceptable thresholds or monitoring conditions, is flagged as a problem candidate and sent to supporting personnel as an incident ticket. This paper describes an integrated framework for minimizing false positive tickets and maximizing the monitoring coverage for system faults.

Time lag is a key feature of hidden temporal dependencies within sequential data. In many real-world applications, time lag plays an essential role in interpreting the cause of discovered temporal dependencies. Traditional temporal mining methods either use a predefined time window to analyze the item sequence, or employ statistical techniques to simply derive the time dependencies among items. Such paradigms cannot effectively handle varied data with special properties, e.g., the interleaved temporal dependencies.