Applying machine learning to ITSM data gives IT practitioners a richer understanding of their infrastructure and processes. Applying machine learning to ITSM processes, in principle, makes a lot of sense due to the volume of data ITSM systems generate. The systems collect lots of data about what’s being requested, along with information about when, why and by whom. This data also provides a glimpse into the IT assets and processes that are in place and can help identify who owns them, how they are used and whether they are still relevant.