High availability of information technology (IT)-applications and-infrastructure components is
a significant factor for the success of organizations because more and more business …

Modern service systems are constantly improving with the development of various IT
technologies, leading to a boost in system scales and complex dependencies among …

Fault alarm data emanated from heterogeneous telecommunication network services and
infrastructures are exploding with network expansions. Managing and tracking the alarms …

When a critical system exhibits an incident during its operation, a ticket is usually generated
by the monitoring systems or users to describe its issue and should be fixed by system …

The goal of a Service System in an organization is to deliver uninterrupted service towards
achieving business success. Ticketing system is an example of a Service System which is …

An essential aspect of prioritizing incident tickets for resolution is efficiently labeling tickets
with fine-grained categories. However, ticket data is often complex and poses several …

Abstract Service automation improves the efficiency of IT service management processes.
Traditionally, IT change management relies on humans to submit a change request ticket or …

The Predictive Analytics for Server Incident Reduction (PASIR) solution developed at IBM
has been broadly deployed to 130 IT environments since the beginning of 2014. The …

With the growing volume and demand for data a major concern for an Organization trying to
implement Data Driven projects, is not only how to technically collect, cleanse, integrate …

Managing technological incidents in insurance companies requires a correct and timely
assignment of these to the problem-solving teams. Classifying these incidents by humans …