Designing AI Pipelines for Decision-Ready ITSM Intelligence
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 and granular Sub-topics. A stakeholder evaluation across six artifacts and five raters from Sales Engineering and customer success roles shows th...
| Authors | Archan Dutta, Yash Dharmadhikari, Marat Valiullin et al. |
|---|---|
| Primary category | cs.AI |
| Published | 13 August 2026 |
| Last updated at source | 13 August 2026 |
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