A Model for Incident Tickets Correlation in Network Management

dc.contributor.authorSalah, Saeed
dc.contributor.authorMaciá Fernández, Gabriel
dc.contributor.authorDíaz-Verdejo, J. E.
dc.contributor.authorSánchez-Casado, Leo
dc.description.abstractIn 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.en_US
dc.identifier.citationSalah, 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.en_US
dc.publisherJournal of Network and Systems Management (Springer)en_US
dc.subjectNetwork managementen_US
dc.subjectIncident managementen_US
dc.subjectIncident tickets correlationen_US
dc.subjectManagement efficiencyen_US
dc.titleA Model for Incident Tickets Correlation in Network Managementen_US
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