Incident Ticket Analytics for IT Application Management Services
Ta Hsin Li, Rong Liu, Noi Sukaviriya, Ying Li, Jeaha Yang, Michael Sandin, Juhnyoung Lee · 2014
An important IT service outsourcing business is to resolve incidents related to IT infrastructures our clients contract our company to support. Incidents are recorded as structured and unstructured data in tickets, which contain various characteristics