Designing AI Pipelines for Decision-Ready ITSM Intelligence

arXiv cs.AIAugust 15, 2026en

arXiv cs.AI

AI Global Wire

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 and granular Sub-topics. A stakeholder evaluation across six artifacts and five raters from Sales En

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