After last year presentation to EDW on BPM, this presentation builds on top of it to show case a IT Service Management Big Data use case that takes one of the Incident Management processes to predictive maturity.

The work presented describes a new and novel approach in the IT service management, switching processes from reactive to proactive mode. Using data that was previously ignored and now supported on Machine Learning, including concepts that allow Problem Managers to dig into incidents that have not just occurred but also the ability to analyze the incidents that have not yet occurred, helping in the identification process, root-cause analysis and propogation of solution into the environment.