Analytics for similarity matching of IT cases with collaboratively-defined activity flows

Proceedings - International Conference on Data Engineering

Volumn , Issue , 2011, Pages 273-278

  Motahari Nezhad, Hamid R ^a   Bartolini, Claudio ^a   Joshi, Parag ^a  

^a HEWLETT PACKARD LABORATORIES   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ACTIVITY FLOW; ADAPTIVE PROCESS; AUTOMATED METHODS; CASE HANDLING; CASE INFORMATIONS; CASE MANAGEMENT; CASE REPORTS; EARLY EVALUATION; IT ORGANIZATIONS; IT SERVICES; OPERATIONAL EXCELLENCE; SIMILARITY-MATCHING; TEXTUAL FORMAT;

INFORMATION MANAGEMENT; INFORMATION THEORY; SOCIAL SCIENCES COMPUTING; TECHNICAL PRESENTATIONS;

INFORMATION TECHNOLOGY;

EID: 79958048901     PISSN: 10844627     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/ICDEW.2011.5767639     Document Type: Conference Paper

References (13)

1. L. Hendriks and M. Carr, "ITIL: Best Practice in IT Service Management," in: Van Bon, J. (Hrsg.): The Guide to IT Service Management, Band 1, London u. a. 2002, pp 131-150.
2. HP BTO Software, HP Service Manager, http://www.managementsoftware.hp.com
3. Hamid R. Motahari Nezhad, Claudio Bartolini, S. Graupner, S. Singhal, S. Spence, IT Support Conversation Manager: A Conversation-Centered Approach and Tool for IT Incident Management, 14th IEEE International EDOC Conference (EDOC 2010), October 25-29, 2010 Brazil.
4. Qigong Shao, Yi Chen, Shu Tao, Xifeng Yan, Nikos Anerousis: Efficient ticket routing by resolution sequence mining. KDD 2008: 605-613
5. Gengxin Miao, Louise Moser, Xifeng Yan, Shu Tao, Yi Chen, and Nikos Anerousis.Generative Models for Ticket Resolution in Expert Networks, In Proceedings KDD 2010.
6. Peng Sun, Shu Tao, Xifeng Yan, Nikos Anerousis, Yi Chen: Content-Aware Resolution Sequence Mining for Ticket Routing. BPM 2010: 243-259
7. Yong-Bin Kang, Arkady B. Zaslavsky, Shonali Krishnaswamy, Claudio Bartolini: A knowledge-rich similarity measure for improving IT incident resolution process. SAC 2010: 1781-1788.
8. Mirjam Minor, Ralph Bergmann, Sebastian Görg, Kirstin Walter: Towards Case-Based Adaptation of Workflows. ICCBR 2010: 421-435
9. Mirjam Minor, Alexander Tartakovski, Ralph Bergmann: Representation and Structure-Based Similarity Assessment for Agile Workflows. ICCBR 2007: 224-238
10. Barbara Weber, Manfred Reichert, Stefanie Rinderle-Ma, Werner Wild: Providing Integrated Life Cycle Support in Process-Aware Information Systems. Int. J. Cooperative Inf. Syst. 18(1): 115-165 (2009)
11. Ruopeng Lu, Shazia Wasim Sadiq, Guido Governatori: On managing business processes variants. Data Knowl. Eng. 68(7): 642-664 (2009)
12. Therani Madhusudan, J. Leon Zhao, and Byron Marshall, "A Case-based Reasoning Framework for Workflow Model Management", Data and Knowledge Engineering: Special Issue on Business Process Management, 50 (1): 87-115 (2004).
13. Helen Schonenberg, Barbara Weber, Boudewijn F. van Dongen, Wil M. P. van der Aalst: Supporting Flexible Processes through Recommendations Based on History. BPM 2008: 51-66