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Type Master's Thesis
Scope Discipline-based scholarship
Title A service desk categorization model: providing status classification and Case-Based-Reasoning in a decision support system
Organization Unit
Authors
  • Priscila Rey
Supervisors
  • Daning Hu
Language
  • English
Institution University of Zurich
Faculty Faculty of Economics, Business Administration and Information Technology
Number of Pages 94
Date 2013
Abstract Text In the problem management, there is a need for decision support. To fulfill this need, the IT service desk data takes a strategic role. This work analyzes how a categorization model may give the business access to decision support. On the one side, there is a need for automatic status classification of the data. On the other side, a flexible querying and reporting process for business users is required. Thus, this work analyzes a method how the categorization of service desk data can be modelled and maintained. The proposed method combines both status classification of structured features and text classification for the unstructured features. Although many classification methods have been tested in research, there is still a need for an automated classification process. Many supervised approaches have been found to be successful. However, they require training data. This work addresses these difficulties in the creation and maintenance of a knowledge base. To do so, a process is analyzed empowering the business to create and maintain a knowledge base for the classification. The approach is based on the Case-Based-Reasoning method. The developed design analyzes how business experts can be involved in the knowledge base creation and its maintenance. The categorization model is evaluated with a proof-of-concept. Results show how valuable service desk data become when made accessible to the business by the proposed model.
Zusammenfassung Das Problemmanagement braucht Entscheidungsunterstützung. Dazu nimmt der IT service desk eine entscheidende Rolle. Dieses Werk analysiert ein Kategorisierungsmodell, welches Entscheidungsgrundlagen für das Problem Management bereitstellt. Einerseits liegt ein Bedürfnis an automatischen Datenanalysen vor. Dazu soll ein Prozess Statusklassikation gewährleisten. Anderseits sollen Analysen nach Bedarf erstellt werden können. Dazu wird ein Modell zur flexiblen Entscheidungunterstützung entworfen. Dieses Modell untersucht, wie ein Kategorisierungsmodell für die Service Desk-Daten modelliert, ausgewertet und gepflegt werden kann. Das vorgeschlagene Framework kombiniert Statusklassifikation der strukturierten Daten und einen Textkategorisierungsprozess für die unstrukturierten Daten.
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