Business Intelligence for Business Processes: the Case of IT Incident Management

IT service desks have become an integral part of intra-enterprise ecosystems, keeping IT hardware and software services within the company running. Business Intelligence methods have an enormous potential to support IT helpdesk employees by making implicit knowledge explicit, accelerating business processes throughout the entire company, and retaining the knowledge of experienced employees upon retirement. In this paper, we investigate these benefits by showing how analytics can automate the assignment of helpdesk tasks, enable early warning mechanisms for accumulated incidents, and enhance knowledge sharing among helpdesk users. For this purpose, we use a combination of topic modeling and predictive analytics, which is applied to an extensive dataset of support tickets from a global automotive supplier. Our approach identifies relevant topics and assigns these to helpdesk tickets, thereby decoding implicit knowledge into formal rules and business processes.

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