A guided tour to approximate string matching
ACM Computing Surveys (CSUR)
Workflow mining: a survey of issues and approaches
Data & Knowledge Engineering
A case-based reasoning framework for workflow model management
Data & Knowledge Engineering - Special issue: Advances in business process management
Efficient ticket routing by resolution sequence mining
Proceedings of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining
Supporting Flexible Processes through Recommendations Based on History
BPM '08 Proceedings of the 6th International Conference on Business Process Management
On managing business processes variants
Data & Knowledge Engineering
A knowledge-rich similarity measure for improving IT incident resolution process
Proceedings of the 2010 ACM Symposium on Applied Computing
Generative models for ticket resolution in expert networks
Proceedings of the 16th ACM SIGKDD international conference on Knowledge discovery and data mining
Content-aware resolution sequence mining for ticket routing
BPM'10 Proceedings of the 8th international conference on Business process management
Self-adjusting recommendations for people-driven ad-hoc processes
BPM'10 Proceedings of the 8th international conference on Business process management
EDOC '10 Proceedings of the 2010 14th IEEE International Enterprise Distributed Object Computing Conference
BPM'06 Proceedings of the 4th international conference on Business Process Management
A recommendation algorithm to capture end-users' tacit knowledge
BPM'12 Proceedings of the 10th international conference on Business Process Management
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IT service management processes are people intensive and collaborative by nature. There is an emerging trend in IT service management applications, moving away from rigid process orchestration to the leveraging of collaboration technologies. An interesting consequence is that staff can collaboratively define customized and ad-hoc step flows, consisting of the sequence of activities necessary to handle each particular case. Capturing and sharing the knowledge of how previous similar cases have been resolved becomes useful in recommending what steps to take and what experts to consult to handle a new case effectively. We present an approach and a tool that analyzes previous IT case resolutions in order to recommend the best next steps to handle a new case, including recommendations on the experts to invite to help with resolution of the case. Our early evaluation results indicate that this approach shows significant improvement for making recommendations over using only process models discovered from log traces.