Data mining for supporting IT management

In this paper, we focus on the identification of the experience required for solving IT problems in small to medium size enterprises. Our goal is to utilize information retrieval and data mining techniques to automatically extract information from public forums, mailing lists, and FAQs in order to automatically generate a knowledge base for dynamic system administration support. To this end, we explore two similarity-distance measures and five clustering algorithms on three different datasetsto evaluate their performances. During the evaluations, CES+ algorithm gives promising results in terms of automatically extracting the most similar past experiences (problems /solutions) to a given fault.