@article{salah2015,
author = "Saeed Salah and Maci{\'a}-Fern{\'a}ndez, Gabriel  and Jes{\'u}s Esteban D{\'i}az Verdejo and Casado, Leovigildo S{\'a}nchez",
abstract = "Information Technology Service Management (ITSM), network management teams typically use 
Incident Ticket System (ITS) as a tool to track, troubleshoot and coordinate the resolution of network incidents that occur during the daily 
operation of the network. A well organized ITS may positively impact on the efficiency of incident management process. 
Nevertheless, in many cases the handling of tickets by the management team is not completely systematic and may be incoherent 
and inefficient. This way, informative or redundant tickets for the same incident may be issued, thus creating a redundancy in the 
system that leads to inefficiencies. 
In this paper, we suggest a model aimed at correlating redundant tickets in order to reduce the information to a single ticke
t per incident. Using this model, we have also developed and implemented a methodology that assesses the efficiency of 
the management team during the process of tickets creation and management. We show the usefulness of the proposed correlation 
model and the methodology by evaluating it with a dataset taken from a real ticketing system of a telecommunications network 
company.",
issn = "1064-7570",
journal = "Journal of Network and Systems Management",
keywords = "Network management, Incident management, Incident ticket correlation, Management efficiency",
number = "10922",
pages = "23",
title = "{M}easuring the {E}fficiency of {N}etwork {O}perators through {T}rouble {T}icket {C}orrelation",
url = "http://www.springer.com/computer/communication+networks/journal/10922",
year = "2015",
}