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Using Machine Learning and Probabilistic Frameworks to Enhance Incident and Problem Management: Automated Ticket Classification and Structuring

Using Machine Learning and Probabilistic Frameworks to Enhance Incident and Problem Management: Automated Ticket Classification and Structuring

Anca Sailer, Ruchi Mahindru, Yang Song, Xing Wei
Copyright: © 2015 |Pages: 40
ISBN13: 9781466684966|ISBN10: 1466684968|EISBN13: 9781466684973
DOI: 10.4018/978-1-4666-8496-6.ch010
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MLA

Sailer, Anca, et al. "Using Machine Learning and Probabilistic Frameworks to Enhance Incident and Problem Management: Automated Ticket Classification and Structuring." Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, IGI Global, 2015, pp. 259-298. https://doi.org/10.4018/978-1-4666-8496-6.ch010

APA

Sailer, A., Mahindru, R., Song, Y., & Wei, X. (2015). Using Machine Learning and Probabilistic Frameworks to Enhance Incident and Problem Management: Automated Ticket Classification and Structuring. In Y. Diao & D. Rosu (Eds.), Maximizing Management Performance and Quality with Service Analytics (pp. 259-298). IGI Global. https://doi.org/10.4018/978-1-4666-8496-6.ch010

Chicago

Sailer, Anca, et al. "Using Machine Learning and Probabilistic Frameworks to Enhance Incident and Problem Management: Automated Ticket Classification and Structuring." In Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, 259-298. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8496-6.ch010

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Abstract

Problem determination and resolution (PDR) is at the core of Incident and Problem Management. PDR is the process of detecting an anomaly in a monitored system, identifying the nature of the anomaly in view of routing to the appropriate support team, determining the root cause responsible for the anomaly and fixing or eliminating the cause of the problem. The cost of PDR represents a substantial part of operational costs, and faster, more effective PDR can contribute to a substantial reduction in system administration costs. The methodologies described by the authors in this chapter relate to automation of critical aspects of PDR, such as problem classification for targeted diagnosis and structuring of solved problem tickets for offering systematized resolution to the support personnel.

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