DocumentCode :
2193636
Title :
Domain-Driven Data Mining for IT Infrastructure Support
Author :
Palshikar, Girish Keshav ; Vin, Harrick M. ; Mudassar, Mohammed ; Natu, Maitreya
Author_Institution :
Tata Res. Dev. & Design Centre, Tata Consultancy Service Ltd., Pune, India
fYear :
2010
fDate :
13-13 Dec. 2010
Firstpage :
959
Lastpage :
966
Abstract :
Support analytics (i.e., statistical analysis, modeling and mining of customer/operations support tickets data) is important in service industries. In this paper, we adopt a domain-driven data mining approach to support analytics with a focus on IT infrastructure Support (ITIS) services. We identify specific business questions and then propose algorithms for answering them. The questions are: (1) How to reduce the overall workload? (2) How to improve efforts spent in ticket processing? (3) How to improve compliance to service level agreements? We propose novel formalizations of these notions and propose rigorous statistics-based algorithms for these questions. The approach is domain-driven in the sense that the results produced are directly usable by and easy to understand for end-users having no expertise in data-mining, do not require any experimentation and often discover novel and non-obvious answers. All this helps in better acceptance among end-users and more active use of the results produced. The algorithms have been implemented and have produced satisfactory results on more than 25 real-life ITIS datasets, one of which we use for illustration.
Keywords :
data mining; information technology; IT infrastructure support service; domain-driven data mining; service industry; service level agreement; statistics-based algorithm; support analytics; ticket processing; Business Process Improvements; Customer Support; Domain-driven Data-mining; IT infrastructure Support; ITIL; Support Analytics;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Data Mining Workshops (ICDMW), 2010 IEEE International Conference on
Conference_Location :
Sydney, NSW
Print_ISBN :
978-1-4244-9244-2
Electronic_ISBN :
978-0-7695-4257-7
Type :
conf
DOI :
10.1109/ICDMW.2010.132
Filename :
5693399
Link To Document :
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