Making large-scale support vector machine learning practical
Advances in kernel methods
SIGIR '00 Proceedings of the 23rd annual international ACM SIGIR conference on Research and development in information retrieval
eResponder: Electronic Question Responder
CooplS '02 Proceedings of the 7th International Conference on Cooperative Information Systems
Eliminating noisy information in Web pages for data mining
Proceedings of the ninth ACM SIGKDD international conference on Knowledge discovery and data mining
An evaluation of statistical spam filtering techniques
ACM Transactions on Asian Language Information Processing (TALIP)
Privacy-Preserving Data Mining: Models and Algorithms
Privacy-Preserving Data Mining: Models and Algorithms
Efficient ticket routing by resolution sequence mining
Proceedings of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining
EasyTicket: a ticket routing recommendation engine for enterprise problem resolution
Proceedings of the VLDB Endowment
Illuminating trouble tickets with sublanguage theory
NAACL-Short '06 Proceedings of the Human Language Technology Conference of the NAACL, Companion Volume: Short Papers
Privacy-preserving data publishing: A survey of recent developments
ACM Computing Surveys (CSUR)
A service delivery platform for server management services
IBM Journal of Research and Development
Content-aware resolution sequence mining for ticket routing
BPM'10 Proceedings of the 8th international conference on Business process management
Query suggestions in the absence of query logs
Proceedings of the 34th international ACM SIGIR conference on Research and development in Information Retrieval
SmartDispatch: enabling efficient ticket dispatch in an IT service environment
Proceedings of the 18th ACM SIGKDD international conference on Knowledge discovery and data mining
AUSUM: approach for unsupervised bug report summarization
Proceedings of the ACM SIGSOFT 20th International Symposium on the Foundations of Software Engineering
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Improving productivity of practitioners through effective knowledge management and delivering high quality service in Application Management Services (AMS) domain, are key focus areas for all IT services organizations. One source of historical knowledge in AMS is the large amount of resolved problem ticket data which are often confidential, immensely valuable, but majority of it is of very bad quality. In this paper, we present a knowledge management tool that detects the quality of information present in problem tickets and enables effective knowledge search in tickets by prioritizing quality data in the search ranking. The tool facilitates leveraging of knowledge across different AMS accounts, while preserving data privacy, by masking client confidential information. It also extracts several relevant entities contained in the noisy unstructured text entered in the tickets and presents them to the users. We present several experimental evaluations and a pilot study conducted with an AMS account which show that our tool is effective and leads to substantial improvement in productivity of the practitioners.