A visual tool for ticket monitoring and management
Xiaolong Zhu, Wubai Zhou, Tao Li · 2017
With the growing complexity of IT service environments, unexpected problems happen daily and, in consequence, huge volumes of incident tickets are raised which become heavy workloads for administrators in IT service maintenance. An interactive and analytical platform become an urgent need for them to conduct quick investigations on what-if scenarios. In this paper, we introduce a visual tool with the user-friendly interface for ticket monitoring and management, aiming to help administrators get a clear overview of issues occurring in IT service and detect possible root causes for problems with advanced algorithms. The visual tool consists of three main components in which data visualization and clustering techniques are leveraged and integrated to facilitate the system administration in IT service management. With the visual tool's help, administrators can get the guidance of prioritizing work and are capable of providing immediate support easily.