NDLI: h-IQ: Human Intelligence for Quality of Service Delivery Data

Content Provider	IEEE Xplore Digital Library
Author	Vukovic, M. Laredo, J. Salapura, V.
Copyright Year	2012
Abstract	Service delivery centers are extremely dynamic environments in which large numbers of globally distributed system administrators (SAs) manage a vast number of IT systems on behalf of customers. SAs are under significant time pressure to efficiently resolve incoming customer requests, and may fall far short of accurately capturing the intricacies of technical problems, affecting the quality of ticket data. At the same time, various data stores and warehouses aggregating business insights about operations are only as reliable as their sources. Verifying such large data sets is a laborious and expensive task. In this paper we propose system h-IQ, which embeds a grading schema and an active learning mechanism, to identify most uncertain samples of data, and most suitable human expert(s) to validate them. Expert qualification is established based on server access logs and past tickets completed. We present the system and discuss the results of ticket data assessment process.
Starting Page	586
Ending Page	593
File Size	1236075
Page Count	8
File Format	PDF
ISBN	9781467330497
DOI	10.1109/SCC.2012.56
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2012-06-24
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Servers Humans Quality assessment Reliability Artificial intelligence Data models social networking service delivery automation automatic data quality evaluation data quality
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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