How Itaú improved business incident prioritization with ML in ITSM

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Incident prioritization is challenging, and Banco Itaú takes it very seriously. Prioritizing incidents helps direct resources to critical incidents while minimizing negative impacts. Itaú reduced business incident triage time by 50% by automating the prioritization process with the following tools: CMDB data, user questions via incident forms, and machine learning. The result: 31% faster incident resolutions and MTTR.

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