A knowledge-rich similarity measure for improving IT incident resolution process

Proceedings of the ACM Symposium on Applied Computing

Volumn , Issue , 2010, Pages 1781-1788

  Kang, Yong Bin ^a   Zaslavsky, Arkady ^a   Krishnaswamy, Shonali ^a   Bartolini, Claudio ^b  

^a MONASH UNIVERSITY   (Australia)

^b HEWLETT PACKARD LABORATORIES   (United States)

Author keywords

incident resolution process; IT incident management; IT service management; knowledge rich similarity measure

Indexed keywords

CBR; DATA SETS; ERROR PRONES; EXPERIMENTAL EVALUATION; HUMAN INTERVENTION; INCIDENT MANAGEMENT; IT SERVICE MANAGEMENT; IT SERVICES; META-KNOWLEDGE; NORMAL STATE; RESOLUTION PROCESS; SEMANTIC KNOWLEDGE; SIMILARITY MEASURE;

MANAGEMENT;

INFORMATION TECHNOLOGY;

EID: 77954716030     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1145/1774088.1774466     Document Type: Conference Paper

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