{"id":"https://openalex.org/W2120031687","doi":"https://doi.org/10.1109/noms.2008.4575262","title":"Information integration techniques to automate incident management","display_name":"Information integration techniques to automate incident management","publication_year":2008,"publication_date":"2008-01-01","ids":{"openalex":"https://openalex.org/W2120031687","doi":"https://doi.org/10.1109/noms.2008.4575262","mag":"2120031687"},"language":"en","primary_location":{"id":"doi:10.1109/noms.2008.4575262","is_oa":false,"landing_page_url":"https://doi.org/10.1109/noms.2008.4575262","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"NOMS 2008 - 2008 IEEE Network Operations and Management Symposium","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5103206130","display_name":"Rajeev Gupta","orcid":"https://orcid.org/0000-0002-5615-0361"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN","US"],"is_corresponding":true,"raw_author_name":"Rajeev Gupta","raw_affiliation_strings":["IBM Research Laboratory, New Delhi, India","IBM Res. Lab., New Delhi"],"affiliations":[{"raw_affiliation_string":"IBM Research Laboratory, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Res. Lab., New Delhi","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058758292","display_name":"Kalika Prasad","orcid":"https://orcid.org/0000-0001-8666-856X"},"institutions":[{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]},{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]}],"countries":["IN","US"],"is_corresponding":false,"raw_author_name":"K. Hima Prasad","raw_affiliation_strings":["IBM Research Laboratory, New Delhi, India","IBM Res. Lab., New Delhi"],"affiliations":[{"raw_affiliation_string":"IBM Research Laboratory, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Res. Lab., New Delhi","institution_ids":["https://openalex.org/I1341412227"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5047987914","display_name":"Mukesh Mohania","orcid":"https://orcid.org/0000-0003-4429-1412"},"institutions":[{"id":"https://openalex.org/I4210103279","display_name":"IBM Research - India","ror":"https://ror.org/014wt7r80","country_code":"IN","type":"facility","lineage":["https://openalex.org/I1341412227","https://openalex.org/I4210103279","https://openalex.org/I4210114115"]},{"id":"https://openalex.org/I1341412227","display_name":"IBM (United States)","ror":"https://ror.org/05hh8d621","country_code":"US","type":"company","lineage":["https://openalex.org/I1341412227"]}],"countries":["IN","US"],"is_corresponding":false,"raw_author_name":"Mukesh Mohania","raw_affiliation_strings":["IBM Research Laboratory, New Delhi, India","IBM Res. Lab., New Delhi"],"affiliations":[{"raw_affiliation_string":"IBM Research Laboratory, New Delhi, India","institution_ids":["https://openalex.org/I4210103279"]},{"raw_affiliation_string":"IBM Res. Lab., New Delhi","institution_ids":["https://openalex.org/I1341412227"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5103206130"],"corresponding_institution_ids":["https://openalex.org/I1341412227","https://openalex.org/I4210103279"],"apc_list":null,"apc_paid":null,"fwci":2.5379,"has_fulltext":false,"cited_by_count":12,"citation_normalized_percentile":{"value":0.91795992,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"979","last_page":"982"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T10679","display_name":"Service-Oriented Architecture and Web Services","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12127","display_name":"Software System Performance and Reliability","score":0.9986000061035156,"subfield":{"id":"https://openalex.org/subfields/1705","display_name":"Computer Networks and Communications"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12016","display_name":"Web Data Mining and Analysis","score":0.9970999956130981,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/incident-management","display_name":"Incident management","score":0.9160473346710205},{"id":"https://openalex.org/keywords/incident-report","display_name":"Incident report","score":0.7422071695327759},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6999877095222473},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.596187949180603},{"id":"https://openalex.org/keywords/service-desk","display_name":"Service desk","score":0.537623405456543},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5041943788528442},{"id":"https://openalex.org/keywords/ticket","display_name":"Ticket","score":0.5025370121002197},{"id":"https://openalex.org/keywords/information-technology-infrastructure-library","display_name":"Information Technology Infrastructure Library","score":0.42374467849731445},{"id":"https://openalex.org/keywords/desk","display_name":"Desk","score":0.41605040431022644},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.36849069595336914},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.34426045417785645},{"id":"https://openalex.org/keywords/service-provider","display_name":"Service provider","score":0.3319704532623291},{"id":"https://openalex.org/keywords/information-technology","display_name":"Information technology","score":0.2483297884464264},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.22880810499191284},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15582382678985596},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.1111970841884613}],"concepts":[{"id":"https://openalex.org/C2780952636","wikidata":"https://www.wikidata.org/wiki/Q13479512","display_name":"Incident management","level":2,"score":0.9160473346710205},{"id":"https://openalex.org/C2909164965","wikidata":"https://www.wikidata.org/wiki/Q6014597","display_name":"Incident report","level":2,"score":0.7422071695327759},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6999877095222473},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.596187949180603},{"id":"https://openalex.org/C6878162","wikidata":"https://www.wikidata.org/wiki/Q1481411","display_name":"Service desk","level":5,"score":0.537623405456543},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5041943788528442},{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.5025370121002197},{"id":"https://openalex.org/C201359696","wikidata":"https://www.wikidata.org/wiki/Q152361","display_name":"Information Technology Infrastructure Library","level":3,"score":0.42374467849731445},{"id":"https://openalex.org/C2776545233","wikidata":"https://www.wikidata.org/wiki/Q1064858","display_name":"Desk","level":2,"score":0.41605040431022644},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.36849069595336914},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.34426045417785645},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3319704532623291},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.2483297884464264},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.22880810499191284},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15582382678985596},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1111970841884613},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/noms.2008.4575262","is_oa":false,"landing_page_url":"https://doi.org/10.1109/noms.2008.4575262","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"NOMS 2008 - 2008 IEEE Network Operations and Management Symposium","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5699999928474426,"id":"https://metadata.un.org/sdg/12","display_name":"Responsible consumption and production"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":2,"referenced_works":["https://openalex.org/W1506845741","https://openalex.org/W2005677600"],"related_works":["https://openalex.org/W1988662533","https://openalex.org/W2383948281","https://openalex.org/W2154994646","https://openalex.org/W2126214741","https://openalex.org/W51801912","https://openalex.org/W2184687371","https://openalex.org/W2542950329","https://openalex.org/W2270352995","https://openalex.org/W2354904660","https://openalex.org/W1541629764"],"abstract_inverted_index":{"Service":[0],"desks":[1],"are":[2,18],"used":[3,144],"by":[4,20,26],"customers":[5],"to":[6,30,41,67,87,100,124,150],"report":[7],"IT":[8],"issues":[9],"in":[10,134],"enterprise":[11,91],"systems.":[12,92],"Most":[13],"of":[14,49,51,81,90,95],"these":[15],"service":[16,34,151],"requests":[17],"resolved":[19],"level-1":[21,36],"persons":[22],"(service":[23],"desk":[24],"attendants)":[25],"providing":[27],"information/quick-fix":[28],"solutions":[29],"customers.":[31],"For":[32],"each":[33],"request,":[35],"personnel":[37],"uses":[38],"keyword":[39],"search":[40],"see":[42],"if":[43],"the":[44,78,85,105,126,148],"incoming":[45,96,127],"incident":[46,58,97,106,128,149,153],"is":[47,84,98,109],"duplicate":[48],"any":[50],"historic":[52],"incidents;":[53],"otherwise,":[54],"she":[55],"creates":[56],"an":[57],"ticket":[59],"and,":[60],"with":[61,129],"other":[62],"related":[63],"information,":[64],"forwards":[65],"it":[66],"incidentpsilas":[68],"subject":[69],"matter":[70],"expert":[71],"(SME).":[72],"Incident":[73],"management,":[74],"responsible":[75],"for":[76,145],"managing":[77],"life":[79],"cycle":[80],"all":[82],"incidents,":[83],"key":[86],"ensure":[88],"availability":[89,102],"Timely":[93],"resolution":[94],"required":[99],"attain":[101],"objectives.":[103],"Currently,":[104],"management":[107,136],"process":[108],"largely":[110],"manual,":[111],"error":[112],"prone":[113],"and":[114,155],"time":[115],"consuming.":[116],"In":[117],"this":[118],"paper,":[119],"we":[120],"present":[121],"a":[122,140],"technique":[123],"correlate":[125],"configuration":[130,135],"items":[131],"(CIs)":[132],"stored":[133],"database":[137],"(CMDB).":[138],"Such":[139],"correlation":[141],"can":[142],"be":[143],"correctly":[146],"routing":[147],"personnel,":[152],"investigation":[154],"root":[156],"cause":[157],"analysis.":[158]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}