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PVLDB
2008
137views more  PVLDB 2008»
13 years 8 months ago
EasyTicket: a ticket routing recommendation engine for enterprise problem resolution
Managing problem tickets is a key issue in the IT services industry. A large service provider may handle thousands of problem tickets from its customer on daily basis. The efficie...
Qihong Shao, Yi Chen, Shu Tao, Xifeng Yan, Nikos A...
ICSEA
2009
IEEE
13 years 6 months ago
Integrating IT Service Management within the Enterprise Architecture
-- Published work in the IT services area is generally centered on the description of management best practices or specific technological issues. There is a lack of empirical studi...
Anacleto Correia, Fernando Brito e Abreu
IESA
2007
13 years 10 months ago
Business Level Service-Oriented Enterprise Application Integration
In this paper we propose a new approach for service-oriented enterprise application integration (EAI). Unlike current EAI solutions, which mainly focus on technological aspects, ou...
Stanislav Pokraev, Dick A. C. Quartel, Maarten W. ...
ICC
2007
IEEE
162views Communications» more  ICC 2007»
14 years 3 months ago
Ontology-Based Reasoning for Supporting Context-Aware Services on Autonomic Networks
- Ontology engineering has been proposed as a formal mechanism for both reducing the complexity of managing the information needed in network management and autonomic systems and f...
Jaime Martín Serrano, Joan Serrat, John Str...
CII
2010
87views more  CII 2010»
13 years 8 months ago
The Unified Enterprise Modelling Language - Overview and further work
: The Unified Enterprise Modelling Language (UEML) aims to support integrated use of enterprise and IS models expressed in a variety of languages. The achieve this aim, UEML provid...
Víctor Anaya, Giuseppe Berio, Mounira Harza...