A Model for Incident Tickets Correlation in Network Management
Date
2016
Authors
Salah, Saeed
Maciá Fernández, Gabriel
Díaz-Verdejo, J. E.
Sánchez-Casado, Leo
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of Network and Systems Management (Springer)
Abstract
In Information Technology Service Management (ITSM), network
management teams typically use an Incident Ticket System (ITS) as a tool to track,
troubleshoot, and coordinate the resolution of network incidents that occur during
the daily operation of the network. A well organized ITS may positively impact on
the efficiency of the incident management process. Nevertheless, in many cases the
handling of tickets by the management team is not completely systematic and may
be incoherent and inefficient. This way, irrelevant or redundant tickets for the same
incident may be issued, thus creating a redundancy in the system that leads to
inefficiencies. In this paper, we suggest a model aimed to correlate redundant tickets
in order to reduce the information to a single ticket per incident. We validate the
proposed correlation model by evaluating it with two datasets taken from a real
ticketing system of a telecommunications network company. Using this model as a
basis, we also develop and evaluate a methodology that assesses the efficiency of
the management team during the process of tickets creation and management. Based
on it, we also get some insights on the performance of the different management
groups involved in the ticket creation process. These analyses can be leveraged for
improving both the management groups functioning and the policies for the tickets’
creation.
Description
Keywords
Network management , Incident management , Incident tickets correlation , Management efficiency
Citation
Salah, S., Maciá-Fernández, G., Díaz-Verdejo, J. E., & Sánchez-Casado, L. (2016). A model for incident tickets correlation in network management. Journal of Network and Systems Management, 24(1), 57-91.