Abstract
Today’s enterprise services and business applications are often centralized in a small number of data centers. Employees located at branches and side offices access the computing infrastructure via the internet using thin client architectures. The task to provide a good application quality to the employers using a multitude of different applications and access networks has thus become complex. Enterprises have to be able to identify resource bottlenecks and applications with a poor performance quickly to take appropriate countermeasures and enable a good application quality for their employees. Ticketing systems within an enterprise use large databases for collecting complaints and problems of the users over a long period of time and thus are an interesting starting point to identify performance problems. However, manual categorization of tickets comes with a high workload.
In this paper, we analyze in a case study the applicability of supervised learning algorithms for the automatic identification of relevant tickets, i.e., tickets indicating problematic applications. In that regard, we evaluate different classification algorithms using 12,000 manually annotated tickets accumulated in July 2013 at the ticketing system of a nation-wide operating enterprise. In addition to traditional machine learning metrics, we also analyze the performance of the different classifiers on business-relevant metrics.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
Notes
- 1.
- 2.
- 3.
- 4.
Due to space constraints we do not report on initial experiments performed for parameter optimization.
References
Aha, D.: Lazy learning. Springer Science and Business Media, Heidelberg (1997)
Altintas, M., Tantug, A.C.: Machine learning based ticket classification in issue tracking systems. In: Proceedings of International Conference on Artificial Intelligence and Computer Science (AICS 2014) (2014)
Casas, P., Seufert, M., Egger, S., Schatz, R.: Quality of experience in remote virtual desktop services. In: Proceedings of the Workshop on Quality of Experience Centric Management (QCMAN), Ghent (2013)
Chandrinos, K.V., Androutsopoulos, I., Paliouras, G., Spyropoulos, C.D.: Automatic web rating: filtering obscene content on the web. In: Borbinha, J.L., Baker, T. (eds.) ECDL 2000. LNCS, vol. 1923, pp. 403–406. Springer, Heidelberg (2000)
Chulani, S., Santhanam, P., Moore, D., Leszkowicz, B., Davidson, G.: Deriving a software quality view from customer satisfaction and service data. In: European Conference on Metrics and Measurement (2001)
Cover, T., Hart, P.: Nearest neighbor pattern classification. IEEE Trans. Inf. Theory 13(1), 21–27 (1967)
Diao, Y., Jamjoom, H., Loewenstern, D.: Rule-based problem classification in it service management. In: Proceedings of IEEE International Conference on Cloud Computing (CLOUD 2009), pp. 221–228. IEEE (2009)
Dumais, S., Platt, J., Heckerman, D., Sahami, M.: Inductive learning algorithms and representations for text categorization. In: International Conference on Information and Knowledge Management, pp. 148–155. ACM (1998)
Good, I.J., Hacking, I., Jeffrey, R.C., Törnebohm, H.: The estimation of probabilities: an essay on modern bayesian methods. Synthese 16(2), 234–244 (1966)
Guzella, T.S., Caminhas, W.M.: A review of machine learning approaches to spam filtering. Expert Syst. Appl. 36(7), 10206–10222 (2009)
Hofmann, T., Schölkopf, B., Smola, A.J.: Kernel methods in machine learning. Ann. Stat. 36(3), 1171–1220 (2008)
Hotho, A., Nürnberger, A., Paaß, G.: A brief survey of text mining. Ldv Forum 20, 19–62 (2005)
Joachims, T.: Text Categorization with Support Vector Machines: Learning with Many Relevant Features. Springer, Heidelberg (1998)
Kreyss, J., Selvaggio, S., White, M., Zakharian, Z.: Text mining for a clear picture of defect reports: a praxis report. In: Proceedings of International Conference on Data Mining, Melbourne (2003)
Le Callet, P., Möller, S., Perkis, A., et al.: Qualinet white paper on definitions of quality of experience. European Network on Quality of Experience in Multimedia Systems and Services (COST Action IC 1003) (2012)
Medem, A., Akodjenou, M.-I., Teixeira, R.: Troubleminer: mining network trouble tickets. In: Proceedings of Symposium on Integrated Network Management, Long Island (2009)
Mockus, A., Zhang, P., Li, P.L.: Predictors of customer perceived software quality. In: Proceedings of International Conference on Software Engineering, St. Louis (2005)
Salton, G., Wong, A., Yang, C.-S.: A vector space model for automatic indexing. Commun. ACM 18(11), 613–620 (1975)
Schlosser, D., Staehle, B., Binzenhöfer, A., Boder, B.: Improving the qoe of citrix thin client users. In: Proceedings of International Conference on Communications, Cape Town (2010)
Sebastiani, F.: Machine learning in automated text categorization. ACM Comput. Surv. 34(1), 1–47 (2002)
Wei, X., Sailer, A., Mahindru, R., Kar, G.: Automatic structuring of it problem ticket data for enhanced problem resolution. In: 10th IFIP/IEEE International Symposium on IM 2007 Integrated Network Management, pp. 852–855. IEEE (2007)
Acknowledgement
This work is supported by the Deutsche Forschungsgemeinschaft (DFG) under Grants HO TR 257/41-1. The authors alone are responsible for the content.
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2015 Springer International Publishing Switzerland
About this paper
Cite this paper
Zinner, T., Lemmerich, F., Schwarzmann, S., Hirth, M., Karg, P., Hotho, A. (2015). Text Categorization for Deriving the Application Quality in Enterprises Using Ticketing Systems. In: Madria, S., Hara, T. (eds) Big Data Analytics and Knowledge Discovery. DaWaK 2015. Lecture Notes in Computer Science(), vol 9263. Springer, Cham. https://doi.org/10.1007/978-3-319-22729-0_25
Download citation
DOI: https://doi.org/10.1007/978-3-319-22729-0_25
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-22728-3
Online ISBN: 978-3-319-22729-0
eBook Packages: Computer ScienceComputer Science (R0)