Benchmarking Least Squares Support Vector Machine Classifiers
Machine Learning
Efficient ticket routing by resolution sequence mining
Proceedings of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining
Work Distribution and Resource Management in BPEL4People: Capabilities and Opportunities
CAiSE '08 Proceedings of the 20th international conference on Advanced Information Systems Engineering
SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process
DSOM '08 Proceedings of the 19th IFIP/IEEE international workshop on Distributed Systems: Operations and Management: Managing Large-Scale Service Deployment
Automating ITSM Incident Management Process
ICAC '08 Proceedings of the 2008 International Conference on Autonomic Computing
Auction Based Models for Ticket Allocation Problem in IT Service Delivery Industry
SCC '08 Proceedings of the 2008 IEEE International Conference on Services Computing - Volume 1
Towards an optimized model of incident ticket correlation
IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management
AIM-HI: a framework for request routing in large-scale IT global service delivery
IBM Journal of Research and Development
Using Crowdsourcing and Active Learning to Track Sentiment in Online Media
Proceedings of the 2010 conference on ECAI 2010: 19th European Conference on Artificial Intelligence
Crowdsourcing systems on the World-Wide Web
Communications of the ACM
IEEE Internet Computing
Incentives and rewarding in social computing
Communications of the ACM
Accelerating collaboration in task assignment using a socially enhanced resource model
BPM'13 Proceedings of the 11th international conference on Business Process Management
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Service process orchestration using workflow technologies have led to significant improvements in generating predicable outcomes by automating tedious manual tasks but suffer from challenges related to the flexibility required in work especially when humans are involved. Recently emerging trends in enterprises to explore social computing concepts have realized value in more agile work process orchestrations but tend to be less predictable with respect to outcomes. In this paper we use IT services management, specifically, incident management for large scale systems, to investigate the interplay of workflow systems and social computing. We apply a recently introduced concept of Social Compute Units, and flexible teams sourced based on various parameters such as skills, availability, incident urgency, etc. in the context of resolution of incidents in an IT service provider organization. Results from simulation-based experiments indicate that the combination of SCUs and workflow based processes can lead to significant improvement in key service delivery outcomes, with average resolution time per incident and number of SLO violations being at times as low as 52.7% and 27.3% respectively of the corresponding values for pure workflow based incident management.