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Reducing defects in IT service delivery
2013
Proceedings of 2013 IEEE International Conference on Service Operations and Logistics, and Informatics
In IT Service Delivery organizations, Quality Analysts (QAs) are responsible for analyzing sets of service tickets to detect exceptional trends, launch investigations and identify and remove defects in the IT environment, thereby bringing down the volume of incidents over time. The large scale of operation (thousands of tickets), hard to detect temporal variations, mix of structured and unstructured data and lack of suitable tool support make the QA's job very time-consuming and challenging.
doi:10.1109/soli.2013.6611373
fatcat:thnmp23dcfgxhnfwp2o6oomtgm