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 andmaintenance of backup, storage, compute, network and convergedinfrastructure 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

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