首页|A method of effort estimation for incident tickets in IT services
A method of effort estimation for incident tickets in IT services
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This paper describes a method of mean effort estimation for a class of incident tickets in the IT service domain。 A two-stage approach is proposed， where the attention duration is first calculated for each ticket based on a metadata model and some ticket handling priority rules; then the maximum likelihood method is used to estimate the mean effort for a ticket class using such attention information under some statistical assumptions。 To validate the feasibility of the proposed approach， we have carried out a simulation study。 It yields some promising results。 It shows that our approach can produce a better estimation for the parameters of assumed statistical model than the naive estimates， which in turn will give us a better estimate of the mean ticket effort。
IT serviceseffort estimationincident tickets
Li, Ying、Li, Ta-Hsin
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IBM T. J. Watson Research Center Yorktown Heights, New York, USA|c|
IEEE International Conference on Service Operations and Logistics, and Informatics
Dongguan(CN)
2013 IEEE International Conference on Service Operations and Logistics, and Informatics
NETL
