TY - GEN
T1 - IT incident management by analyzing incident relations
AU - Liu, Rong
AU - Lee, Juhnyoung
PY - 2012
Y1 - 2012
N2 - IT incident management aims to maintain high levels of service quality and availability by restoring normal service operations as quickly as possible and minimizing business impact. Enterprises often maintain many applications to support their business. It is a significant challenge to diagnose incidents at application level due to complicated causes often aggregated from the shared IT environment, network, hardware, software, and changes. In this paper, we present a new approach to diagnosing application incidents by effectively searching for relevant co-occurring and reoccurring incidents. These relevant incidents reveal patterns of application failures and provide insights into incident resolution and prevention. This paper also provides a case study where we implement this approach and evaluate its performance in terms of search accuracy.
AB - IT incident management aims to maintain high levels of service quality and availability by restoring normal service operations as quickly as possible and minimizing business impact. Enterprises often maintain many applications to support their business. It is a significant challenge to diagnose incidents at application level due to complicated causes often aggregated from the shared IT environment, network, hardware, software, and changes. In this paper, we present a new approach to diagnosing application incidents by effectively searching for relevant co-occurring and reoccurring incidents. These relevant incidents reveal patterns of application failures and provide insights into incident resolution and prevention. This paper also provides a case study where we implement this approach and evaluate its performance in terms of search accuracy.
KW - Co-occurrence
KW - IT service management
KW - Incident management
KW - Incident relation
KW - Reoccurrence
KW - Text analytics
UR - http://www.scopus.com/inward/record.url?scp=84868380250&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84868380250&partnerID=8YFLogxK
U2 - 10.1007/978-3-642-34321-6_49
DO - 10.1007/978-3-642-34321-6_49
M3 - Conference contribution
AN - SCOPUS:84868380250
SN - 9783642343209
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 631
EP - 638
BT - Service-Oriented Computing - 10th International Conference, ICSOC 2012, Proceedings
T2 - 10th International Conference on Service-Oriented Computing, ICSOC 2012
Y2 - 12 November 2012 through 15 November 2012
ER -