Service management has been increasingly challenging for IT enterprises that create, deploy, and maintain services and infrastructure for a variety of customers and produce data at a large volume and velocity. At any given point, these enterprises need to know a myriad of information regarding the status, risk/compliance, business objectives, and operational health of the services involved. Further, business goal alignment and customer experience need to be prioritized and, accordingly, managed in an agile and optimized manner. To do so, enterprises are constantly seeking novel technologies and solutions in cognitive platforms, advanced analytics and learning, and interactive frameworks. With the proliferation of cloud computing, microservice architectures and IoT data fabrics, the enterprises face new challenges in operating their business with increased efficiency, reduced cost, faster time-to-market, and enhanced customer experience. For example, enterprises such as Amazon and Google can create, deploy and market new features/capabilities multiple times within the same day.

The problem of rapid change in enterprises demands the exploration of new directions and possible innovations. To be successful in this endeavor, we require forums of both academic and industry researchers, and practitioners. We propose this workshop to combine research efforts on eight timely challenges with immediate industry applications:

• Cognitive service frameworks
• IT service analytics
• Conversational IT services
• Cognition and learning in process management
• Security, risk, and compliance
• Social aspects in microservice ecosystem
• Cognitive solutions for cloud management
• Cognitive solutions for Internet of Things (IoT)