Premium
Multilevel Petri net‐based ticket assignment and IT management for improved IT organization support
Author(s) -
Mukunthan M.A.,
Selvakumar S.
Publication year - 2019
Publication title -
concurrency and computation: practice and experience
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.309
H-Index - 67
eISSN - 1532-0634
pISSN - 1532-0626
DOI - 10.1002/cpe.5297
Subject(s) - ticket , computer science , service (business) , petri net , quality of service , scheme (mathematics) , computer network , distributed computing , mathematics , business , mathematical analysis , marketing
Summary The problem of incident management has been well studied and the ticketing has been handled by various approaches. Still, the methods suffer to produce higher growth in IT service management towards the development of IT organizations. To solve this issue, a multilevel Petri net‐based ticket assignment scheme has been proposed. The method maintains different services in different levels. According to the ticket identified, the ticket has been assigned through number of services in different levels. At each level, the status of service and ticket has been collected and maintained. Similarly, the number of ticket and service states has been generated. For each level and for each service, the method computes the popularity based on their previous ticket management support measure and the error rate. Finally, a single set of services has been selected for the assignment of ticket. At the selected composite service, the six sigma has been applied and validated for the quality of output. Based on the error rate identified, the process has been iterated until an optimal service has been identified. The proposed algorithm identifies an efficient set of services to be assigned for the ticket and improves the performance of ticket management. In addition, the proposed algorithm improves performance of organizational support greatly.