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Building an IT Service Management Knowledge Graph
Thu, 25 April
This session covers the practical implementation of a self-refreshing IT Service Management (ITSM) knowledge graph within Freshservice. It outlines the process of encoding IT and employee service domain knowledge into an ontology, focusing on how this technology improves service delivery and keeps pace with the dynamic nature of IT services.
Attendees will learn about the development challenges, the architecture of the knowledge graph, and its impact on IT service management efficiency. This talk is aimed at IT professionals interested in applying data science to improve service management and operational efficiency.
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About the speaker
Saurav Chakraborty
Senior Director, Data Science, Freshworks
Sourav is a seasoned professional with 15 years of experience in the Machine Learning field, specializing in deep tech areas like Computer Vision and Natural Language Processing for the past eight years. In his current role, Sourav leads the charge in deploying Machine Learning features designed to handle millions of transactions routinely encountered by their SaaS product. His expertise not only lies in mastering the technical complexities of Machine Learning but also in scaling these technologies to meet the demands of a rapidly growing product. Sourav's leadership and technical acumen have been pivotal in harnessing the power of AI to drive significant advancements in product capabilities and customer experiences.
