Performance of Machine Learning Algorithms for IT Incident Management

Incident Management is a part of managing IT services, improving services, and achieving organizational goals. IT incidents can be learned and predicted future incidents. This research compares the factors that cause incidents using initial machine learning techniques such as Random Forest, SVM, Multilayer perceptron, and the latest machine learning techniques such as RNN, LSTM, GRU, to predict IT incidents. Grid search is used to find the optimal parameter combination. 5-fold and 10-fold Cross-validation evaluates the model's optimal performance by dividing the dataset into training data and test data. The results show that the highest accuracy of 98.866% is produced by LSTM machine learning techniques at 5-fold and 10-fold cross-validation. SVM has the lowest accuracy of 97.837% made at 5-fold and 10-fold cross-validation.