{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,13]],"date-time":"2026-04-13T18:47:44Z","timestamp":1776106064884,"version":"3.50.1"},"reference-count":87,"publisher":"IBM","issue":"2-3","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IBM J. Res. &amp; Dev."],"published-print":{"date-parts":[[2016,3]]},"DOI":"10.1147\/jrd.2016.2520620","type":"journal-article","created":{"date-parts":[[2016,3,28]],"date-time":"2016-03-28T14:23:36Z","timestamp":1459175016000},"page":"13:1-13:17","source":"Crossref","is-referenced-by-count":5,"title":["Service analytics for IT service management"],"prefix":"10.1147","volume":"60","author":[{"given":"Y.","family":"Diao","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"E.","family":"Jan","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Y.","family":"Li","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"D.","family":"Rosu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"A.","family":"Sailer","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"3082","reference":[{"key":"ref73","first-page":"17","article-title":"Black-box and gray-box strategies for virtual machine migration","author":"wood","year":"0","journal-title":"Proc USENIX NSDI"},{"key":"ref72","author":"alexander","year":"2013","journal-title":"Rethinking applications management A best practice approach to managing your portfolio"},{"key":"ref71","doi-asserted-by":"publisher","DOI":"10.1145\/1361684.1361686"},{"key":"ref70","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-20161-5_42"},{"key":"ref76","first-page":"257","article-title":"Effort instrumentation and management in service delivery environment","author":"buco","year":"0","journal-title":"Proc Int Conf Netw Serv Manage"},{"key":"ref77","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijforecast.2006.01.001"},{"key":"ref74","author":"wheeler","year":"2010","journal-title":"Understanding Statistical Process Control"},{"key":"ref39","doi-asserted-by":"publisher","DOI":"10.1145\/1234772.1234774"},{"key":"ref75","doi-asserted-by":"crossref","DOI":"10.4324\/9780080551739","author":"oakland","year":"2007","journal-title":"Statistical Process Control"},{"key":"ref38","first-page":"271","article-title":"A dynamic request dispatching system for IT service management","author":"loewenstern","year":"0","journal-title":"Proc IEEE CNSM"},{"key":"ref78","doi-asserted-by":"publisher","DOI":"10.1198\/016214504000001808"},{"key":"ref79","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-540-87353-2_7"},{"key":"ref33","author":"stark","year":"2014","journal-title":"Three Killer Graphics"},{"key":"ref32","doi-asserted-by":"publisher","DOI":"10.1109\/CCGrid.2014.12"},{"key":"ref31","doi-asserted-by":"publisher","DOI":"10.1177\/1094670513480559"},{"key":"ref30","doi-asserted-by":"publisher","DOI":"10.1109\/TSC.2011.3"},{"key":"ref37","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-34321-6_6"},{"key":"ref36","author":"daniel","year":"2011","journal-title":"Prediction-based Virtual Instance Migration for Balanced Workload in the Cloud Datacenters"},{"key":"ref35","doi-asserted-by":"publisher","DOI":"10.1109\/SOCA.2011.6166247"},{"key":"ref34","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-34321-6_49"},{"key":"ref60","doi-asserted-by":"publisher","DOI":"10.1145\/170035.170072"},{"key":"ref62","year":"0","journal-title":"Tableau server&#x2014;Rapid-fire business intelligence today"},{"key":"ref61","year":"0","journal-title":"Cognos software&#x2014;Business intelligence and performance management"},{"key":"ref63","year":"0","journal-title":"What is Splunk?"},{"key":"ref28","doi-asserted-by":"publisher","DOI":"10.1109\/CLOUD.2010.12"},{"key":"ref64","year":"0","journal-title":"What is domo?"},{"key":"ref27","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2008.23"},{"key":"ref65","doi-asserted-by":"publisher","DOI":"10.1109\/CLOUD.2014.122"},{"key":"ref66","doi-asserted-by":"publisher","DOI":"10.1023\/A:1009715923555"},{"key":"ref29","first-page":"303","article-title":"PseudoApp: Performance prediction for application migration to cloud","author":"tak","year":"0","journal-title":"Proc IFIP\/IEEE Int Symp IM"},{"key":"ref67","first-page":"39","article-title":"A maximum entropy approach to natural language processing","volume":"22","author":"berger","year":"1996","journal-title":"Comput Linguistics"},{"key":"ref68","doi-asserted-by":"publisher","DOI":"10.1109\/TSA.2002.807352"},{"key":"ref69","doi-asserted-by":"publisher","DOI":"10.1023\/A:1010933404324"},{"key":"ref2","doi-asserted-by":"publisher","DOI":"10.1145\/1656274.1656277"},{"key":"ref1","year":"2007","journal-title":"IT Infrastructure Library ITIL Service Support Version 3"},{"key":"ref20","doi-asserted-by":"publisher","DOI":"10.1109\/NOMS.2012.6211995"},{"key":"ref22","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2008.144"},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2014.49"},{"key":"ref24","doi-asserted-by":"publisher","DOI":"10.1109\/ICWS.2013.14"},{"key":"ref23","first-page":"1","article-title":"Staffing optimization in complex service delivery systems","author":"diao","year":"0","journal-title":"Proc Int Conf Netw Serv Manage"},{"key":"ref26","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2010.67"},{"key":"ref25","doi-asserted-by":"publisher","DOI":"10.1109\/CEC.2011.43"},{"key":"ref50","doi-asserted-by":"publisher","DOI":"10.3115\/1614049.1614092"},{"key":"ref51","author":"manning","year":"1999","journal-title":"Foundations of Statistical Natural Language Processing"},{"key":"ref59","doi-asserted-by":"publisher","DOI":"10.1109\/SOLI.2013.6611442"},{"key":"ref58","first-page":"541","article-title":"A statistical machine learning approach for ticket mining in IT service delivery","author":"jan","year":"0","journal-title":"Proc Int Symp Integr Manage"},{"key":"ref57","doi-asserted-by":"publisher","DOI":"10.3115\/1073445.1073478"},{"key":"ref56","doi-asserted-by":"publisher","DOI":"10.1145\/2339530.2339752"},{"key":"ref55","doi-asserted-by":"publisher","DOI":"10.1145\/312624.312649"},{"key":"ref54","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1097-4571(199009)41:6<391::AID-ASI1>3.0.CO;2-9"},{"key":"ref53","first-page":"993","article-title":"Latent Dirichlet allocation","volume":"3","author":"blei","year":"2003","journal-title":"J Mach Learn Res"},{"key":"ref52","doi-asserted-by":"publisher","DOI":"10.1109\/SLT.2010.5700877"},{"key":"ref10","doi-asserted-by":"publisher","DOI":"10.1109\/SRII.2012.100"},{"key":"ref11","first-page":"24","article-title":"Polygraph: System for dynamic reduction of false alerts in large-scale IT service delivery environments","author":"kim","year":"0","journal-title":"Proc USENIX"},{"key":"ref40","doi-asserted-by":"publisher","DOI":"10.1145\/1477973.1477979"},{"key":"ref12","doi-asserted-by":"publisher","DOI":"10.1145\/2487575.2488209"},{"key":"ref13","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2009.48"},{"key":"ref14","doi-asserted-by":"publisher","DOI":"10.1109\/SOCA.2011.6166207"},{"key":"ref15","article-title":"Intelligent solution discovery for self-service systems","author":"li","year":"0","journal-title":"Proc IEEE Int Conf Serv Comput"},{"key":"ref82","doi-asserted-by":"publisher","DOI":"10.1109\/WSC.2010.5679022"},{"key":"ref16","first-page":"621","article-title":"Enhanced maintenance services with automatic structuring of it problem ticket data","author":"wei","year":"0","journal-title":"Proc IEEE Int Conf Serv Comput"},{"key":"ref81","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.1070.0824"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.1109\/NOMS.2014.6838265"},{"key":"ref84","first-page":"61","article-title":"Closed loop performance management for service delivery systems","author":"diao","year":"0","journal-title":"Proc IFIP\/IEEE Netw Oper Manage Symp"},{"key":"ref18","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-45005-1_13"},{"key":"ref83","first-page":"1","article-title":"Hybridsourcing: A novel work allocation mechanism to provide controlled autonomy to workers","author":"agarwal","year":"0","journal-title":"Proc IEEE\/IFIP NOMS"},{"key":"ref19","doi-asserted-by":"publisher","DOI":"10.1109\/CNSM.2013.6727810"},{"key":"ref80","doi-asserted-by":"publisher","DOI":"10.1111\/j.1937-5956.2007.tb00288.x"},{"key":"ref4","year":"0","journal-title":"Bluemix overview"},{"key":"ref3","year":"0","journal-title":"Microsoft azure machine learning frequently asked questions"},{"key":"ref6","doi-asserted-by":"publisher","DOI":"10.1145\/1235000.1235010"},{"key":"ref5","year":"0","journal-title":"Google cloud platform Prediction API"},{"key":"ref85","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-13911-6_31"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.1186\/s13174-014-0011-3"},{"key":"ref86","doi-asserted-by":"publisher","DOI":"10.1109\/SOLI.2012.6273572"},{"key":"ref7","doi-asserted-by":"publisher","DOI":"10.1145\/1506409.1506439"},{"key":"ref49","first-page":"1","article-title":"On supporting the data warehouse design by data mining techniques","author":"sapia","year":"0","journal-title":"Proceedings of the Workshops on Data Warehousing and Data Mining"},{"key":"ref87","year":"0","journal-title":"PMML 4 1&#x2014;General Structure of a PMML Document"},{"key":"ref9","doi-asserted-by":"publisher","DOI":"10.1109\/SCC.2013.64"},{"key":"ref46","author":"bishop","year":"2007","journal-title":"Pattern Recognition and Machine Learning"},{"key":"ref45","year":"0","journal-title":"Watson services for bluemix"},{"key":"ref48","first-page":"3","article-title":"Data cleaning: Problems and current approaches","volume":"23","author":"rahm","year":"2000","journal-title":"Bulletin of the Technical Committee on Data Engineering IEEE"},{"key":"ref47","author":"hastie","year":"2011","journal-title":"The Elements of Statistical Learning Data Mining Inference and Prediction"},{"key":"ref42","first-page":"127","article-title":"Juggling the Jigsaw: Towards automated problem inference from network trouble tickets","author":"potharaju","year":"0","journal-title":"Proc NSDI"},{"key":"ref41","doi-asserted-by":"publisher","DOI":"10.1109\/CLOUD.2009.80"},{"key":"ref44","doi-asserted-by":"publisher","DOI":"10.1147\/JRD.2009.5429030"},{"key":"ref43","doi-asserted-by":"publisher","DOI":"10.1145\/2635868.2635897"}],"container-title":["IBM Journal of Research and Development"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/5288520\/7442597\/07442606.pdf?arnumber=7442606","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,20]],"date-time":"2025-10-20T17:55:15Z","timestamp":1760982915000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/7442606\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,3]]},"references-count":87,"journal-issue":{"issue":"2-3"},"URL":"https:\/\/doi.org\/10.1147\/jrd.2016.2520620","relation":{},"ISSN":["0018-8646","0018-8646"],"issn-type":[{"value":"0018-8646","type":"print"},{"value":"0018-8646","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,3]]}}}