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In recent years, IT Service Management (ITSM) has become one of the most researched areas of IT. Incident Management and Problem Management form the basis of the tooling provided by an Incident Ticket System (ITS). As more compound or interdependent services are collaboratively offered by providers, the delivery of a service therefore becomes a responsibility of more than one provider's organization. In the ITS systems of various providers seemingly unrelated tickets are created and thedoi:10.1109/scc.2009.41 dblp:conf/IEEEscc/MarcuSGL09 fatcat:bef5e2ug6zbbvgitnnyyxqdone