research-article

Privacy protected knowledge management in services with emphasis on quality data

Authors:

Debapriyo Majumdar,

Rose Catherine,

Karthik VisweswariahAuthors Info & Claims

CIKM '11: Proceedings of the 20th ACM international conference on Information and knowledge management

Pages 1889 - 1894

https://doi.org/10.1145/2063576.2063848

Published: 24 October 2011 Publication History

Abstract

Improving productivity of practitioners through effective knowledge management and delivering high quality service in Application Management Services (AMS) domain, are key focus areas for all IT services organizations. One source of historical knowledge in AMS is the large amount of resolved problem ticket data which are often confidential, immensely valuable, but majority of it is of very bad quality. In this paper, we present a knowledge management tool that detects the quality of information present in problem tickets and enables effective knowledge search in tickets by prioritizing quality data in the search ranking. The tool facilitates leveraging of knowledge across different AMS accounts, while preserving data privacy, by masking client confidential information. It also extracts several relevant entities contained in the noisy unstructured text entered in the tickets and presents them to the users. We present several experimental evaluations and a pilot study conducted with an AMS account which show that our tool is effective and leads to substantial improvement in productivity of the practitioners.

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Cited By

Aggarwal VAgarwal SDasgupta GSridhara GE V(2016)ReAct: A System for Recommending Actions for Rapid Resolution of IT Service Incidents2016 IEEE International Conference on Services Computing (SCC)10.1109/SCC.2016.134(1-8)Online publication date: Jun-2016
https://doi.org/10.1109/SCC.2016.134
Agarwal SSridhara GDasgupta G(2016)Automated Quality Assessment of Unstructured Resolution Text in IT Service SystemsService-Oriented Computing10.1007/978-3-319-46295-0_14(221-235)Online publication date: 20-Sep-2016
https://doi.org/10.1007/978-3-319-46295-0_14
Chandra SSinha VSinha SRatakonda KHerbsleb JDwyer MHerbsleb J(2014)Software services: a research roadmapFuture of Software Engineering Proceedings10.1145/2593882.2593892(40-54)Online publication date: 31-May-2014
https://dl.acm.org/doi/10.1145/2593882.2593892
Show More Cited By

Index Terms

Privacy protected knowledge management in services with emphasis on quality data
1. Information systems
  1. Information retrieval

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Published In

cover image ACM Conferences

CIKM '11: Proceedings of the 20th ACM international conference on Information and knowledge management

October 2011

2712 pages

ISBN:9781450307178

DOI:10.1145/2063576

Editors:
Bettina Berendt,
Arjen de Vries,
Wenfei Fan,
Craig Macdonald
University of Glasgow, UK
,
Iadh Ounis
University of Glasgow, UK
,
Ian Ruthven
University of Strathclyde, UK

Copyright © 2011 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Publication History

Published: 24 October 2011

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CIKM '11: International Conference on Information and Knowledge Management

October 24 - 28, 2011

Glasgow, Scotland, UK

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Overall Acceptance Rate 1,861 of 8,427 submissions, 22%

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Cited By

Aggarwal VAgarwal SDasgupta GSridhara GE V(2016)ReAct: A System for Recommending Actions for Rapid Resolution of IT Service Incidents2016 IEEE International Conference on Services Computing (SCC)10.1109/SCC.2016.134(1-8)Online publication date: Jun-2016
https://doi.org/10.1109/SCC.2016.134
Agarwal SSridhara GDasgupta G(2016)Automated Quality Assessment of Unstructured Resolution Text in IT Service SystemsService-Oriented Computing10.1007/978-3-319-46295-0_14(221-235)Online publication date: 20-Sep-2016
https://doi.org/10.1007/978-3-319-46295-0_14
Chandra SSinha VSinha SRatakonda KHerbsleb JDwyer MHerbsleb J(2014)Software services: a research roadmapFuture of Software Engineering Proceedings10.1145/2593882.2593892(40-54)Online publication date: 31-May-2014
https://dl.acm.org/doi/10.1145/2593882.2593892
Mani SCatherine RSinha VDubey ATracz WRobillard MBultan T(2012)AUSUMProceedings of the ACM SIGSOFT 20th International Symposium on the Foundations of Software Engineering10.1145/2393596.2393607(1-11)Online publication date: 11-Nov-2012
https://dl.acm.org/doi/10.1145/2393596.2393607
Agarwal SSindhgatta RSengupta BYang QAgarwal DPei J(2012)SmartDispatchProceedings of the 18th ACM SIGKDD international conference on Knowledge discovery and data mining10.1145/2339530.2339744(1393-1401)Online publication date: 12-Aug-2012
https://dl.acm.org/doi/10.1145/2339530.2339744

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