Reducing user input requests to improve IT support ticket resolution process

Reducing user input requests to improve IT support ticket resolution process Management and maintenance of IT infrastructure resources such as hardware, software and network is an integral part of software development and maintenance projects. Service management ensures that the tickets submitted by users, i.e. software developers, are serviced within the agreed resolution times. Failure to meet those times induces penalty on the service provider. To prevent a spurious penalty on the service provider, non-working hours such as waiting for user inputs are not included in the measured resolution time, that is, a service level clock pauses its timing. Nevertheless, the user interactions slow down the resolution process, that is, add to user experienced resolution time and degrade user experience. Therefore, this work is motivated by the need to analyze and reduce user input requests in tickets’ life cycle. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Empirical Software Engineering Springer Journals

Reducing user input requests to improve IT support ticket resolution process

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Publisher
Springer US
Copyright
Copyright © 2017 by Springer Science+Business Media, LLC
Subject
Computer Science; Software Engineering/Programming and Operating Systems; Programming Languages, Compilers, Interpreters
ISSN
1382-3256
eISSN
1573-7616
D.O.I.
10.1007/s10664-017-9532-2
Publisher site
See Article on Publisher Site

Abstract

Management and maintenance of IT infrastructure resources such as hardware, software and network is an integral part of software development and maintenance projects. Service management ensures that the tickets submitted by users, i.e. software developers, are serviced within the agreed resolution times. Failure to meet those times induces penalty on the service provider. To prevent a spurious penalty on the service provider, non-working hours such as waiting for user inputs are not included in the measured resolution time, that is, a service level clock pauses its timing. Nevertheless, the user interactions slow down the resolution process, that is, add to user experienced resolution time and degrade user experience. Therefore, this work is motivated by the need to analyze and reduce user input requests in tickets’ life cycle.

Journal

Empirical Software EngineeringSpringer Journals

Published: Nov 3, 2017

References

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