IT Policies

Assessing Expertise Awareness in Resolution Networks

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Executive Summary

Problem resolution is a key issue in the IT service industry. A large service provider handles, on daily basis, thousands of tickets that report various types of problems from its customers. The efficiency of this process highly depends on the effective interactions among various expert groups, in search of the resolver to the reported problem. In fact, ticket transfer decisions reflect the expertise awareness between groups, thus encoding a sophisticated resolution social network. In this paper, the authors propose a computational framework to quantitatively assess expertise awareness, i.e., how well a group knows the expertise of others.

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