Designing AI Pipelines for Decision-Ready ITSM Intelligence
arXiv cs.AI1mo4 min read
arXiv:2608.12670v1 Announce Type: new Abstract: IT service management (ITSM) systems accumulate large volumes of heterogeneous ticket data that are difficult for sales and executive stakeholders to convert into actionable intelligence. This paper presents a sociotechnical AI pipeline, designed and evaluated following design science research principles, that transforms raw ITSM exports into a multilevel decision-support artifact. The pipeline combines LLM-based schema normalization, HDBSCAN sub-topic clustering, and hierarchical agglomerative clustering to generate executive-facing Main-topics