research-article

SmartDispatch: enabling efficient ticket dispatch in an IT service environment

Authors:

Shivali Agarwal,

Renuka Sindhgatta,

Bikram SenguptaAuthors Info & Claims

KDD '12: Proceedings of the 18th ACM SIGKDD international conference on Knowledge discovery and data mining

Pages 1393 - 1401

https://doi.org/10.1145/2339530.2339744

Published: 12 August 2012 Publication History

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Abstract

In an IT service delivery environment, the speedy dispatch of a ticket to the correct resolution group is the crucial first step in the problem resolution process. The size and complexity of such environments make the dispatch decision challenging, and incorrect routing by a human dispatcher can lead to significant delays that degrade customer satisfaction, and also have adverse financial implications for both the customer and the IT vendor. In this paper, we present SmartDispatch, a learning-based tool that seeks to automate the process of ticket dispatch while maintaining high accuracy levels. SmartDispatch comes with two classification approaches - the well-known SVM method, and a discriminative term-based approach that we designed to address some of the issues in SVM classification that were empirically observed. Using a combination of these approaches, SmartDispatch is able to automate the dispatch of a ticket to the correct resolution group for a large share of the tickets, while for the rest, it is able to suggest a short list of 3-5 groups that contain the correct resolution group with a high probability. Empirical evaluation of SmartDispatch on data from 3 large service engagement projects in IBM demonstrate the efficacy and practical utility of the approach.

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Jevsejev RBereiša M(2024)IMPROVEMENT OF INCIDENT MANAGEMENT MODEL USING MACHINE LEARNING METHODSMokslas - Lietuvos ateitis10.3846/mla.2024.2163316(1-6)Online publication date: 5-Jan-2024
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Batra RS VPatil S(2024)Enhancement of 5G N/W System for the use of ML Algorithm Based Ticket-Reopening System for the use of Attack Prediction2024 1st International Conference on Innovative Sustainable Technologies for Energy, Mechatronics, and Smart Systems (ISTEMS)10.1109/ISTEMS60181.2024.10560321(1-5)Online publication date: 26-Apr-2024
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Khowongprasoed KTitijaroonroj T(2022)Automatic Thai Ticket Classification By Using Machine Learning For IT Infrastructure Company2022 19th International Joint Conference on Computer Science and Software Engineering (JCSSE)10.1109/JCSSE54890.2022.9836250(1-6)Online publication date: 22-Jun-2022
https://doi.org/10.1109/JCSSE54890.2022.9836250
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Index Terms

SmartDispatch: enabling efficient ticket dispatch in an IT service environment
1. Computing methodologies
  1. Machine learning
    1. Machine learning algorithms
      1. Feature selection
2. Information systems
  1. Information systems applications

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Published In

KDD '12: Proceedings of the 18th ACM SIGKDD international conference on Knowledge discovery and data mining

August 2012

1616 pages

ISBN:9781450314626

DOI:10.1145/2339530

General Chair:
Qiang Yang
Hong Kong University of Science and Technology
,
Program Chairs:
Deepak Agarwal
LinkedIn
,
Jian Pei
Simon Fraser University

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 12 August 2012

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KDD '12

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KDD '12: The 18th ACM SIGKDD International Conference on Knowledge Discovery and Data Mining

August 12 - 16, 2012

Beijing, China

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Overall Acceptance Rate 1,133 of 8,635 submissions, 13%

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https://doi.org/10.3846/mla.2024.21633
Batra RS VPatil S(2024)Enhancement of 5G N/W System for the use of ML Algorithm Based Ticket-Reopening System for the use of Attack Prediction2024 1st International Conference on Innovative Sustainable Technologies for Energy, Mechatronics, and Smart Systems (ISTEMS)10.1109/ISTEMS60181.2024.10560321(1-5)Online publication date: 26-Apr-2024
https://doi.org/10.1109/ISTEMS60181.2024.10560321
Khowongprasoed KTitijaroonroj T(2022)Automatic Thai Ticket Classification By Using Machine Learning For IT Infrastructure Company2022 19th International Joint Conference on Computer Science and Software Engineering (JCSSE)10.1109/JCSSE54890.2022.9836250(1-6)Online publication date: 22-Jun-2022
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