A Model for Incident Tickets Correlation in Network Management

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• 作者：Saeed Salah ; Gabriel Maciá-Fernández…
• 关键词：Network management ; Incident management ; Incident tickets correlation ; Management efficiency
• 刊名：Journal of Network and Systems Management
• 出版年：2016
• 出版时间：January 2016
• 年：2016
• 卷：24
• 期：1
• 页码：57-91
• 全文大小：2,198 KB
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• 作者单位：Saeed Salah (1)
  Gabriel Maciá-Fernández (1)
  Jesús E. Díaz-Verdejo (1)
  Leovigildo Sánchez-Casado (1)
  
  1. Department of Signal Theory, Telematics and Communications, CITIC, University of Granada, c/Periodista Daniel Saucedo Aranda, s/n, 18071, Granada, Spain
  
• 刊物类别：Computer Science
• 刊物主题：Computer Communication Networks
  Computer Systems Organization and Communication Networks
  Communications Engineering and Networks
  Information Systems and Communication Service
  Operation Research and Decision Theory
  
• 出版者：Springer New York
• ISSN：1573-7705

文摘

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. Keywords Network management Incident management Incident tickets correlation Management efficiency