PVLDB
2008
13 years 4 months ago
2008
Managing problem tickets is a key issue in the IT services industry. A large service provider may handle thousands of problem tickets from its customer on daily basis. The efficie...
BPM
2010
Springer
13 years 4 months ago
2010
Springer
Ticket routing is key to the efficiency of IT problem management. Due to the complexity of many reported problems, problem tickets typically need to be routed among various expert ...
LISA
2007
13 years 7 months ago
2007
Problem determination remains one of the most expensive and time-consuming functions in system management due to the difficulty in automating what is essentially a highly experien...