Abstract

Growing IT complexity and related problems, which are reflected in IT tickets,create a need for new qualitative approaches. The goal isto automate the extraction of main topics described in tickets in order to provide high quality support for the IT process workers and enablea smooth service delivery to the end user. Present paper proposes a method of knowledge extraction in a form of stylistic patterns in business process (BP) texts, here in incoming IT tickets texts. Hereby, the authors set an objective to predicttheir readability andperceivedcomplexityfor a process worker, what will influencefurther tasks execution. The results of experimental analysis of a data set of incoming ticket texts from anITIL-based Change Management process showed that the specificity of stylistic patterns expressing the readability of a ticket and perceived complexity could be identified with the help of proposed measures of the ticket length, parts-of-speech distributions and wording style (PDF) Discovery of Stylistic Patterns in Business Process Textual Descriptions: IT Ticket Case. Available from: https://www.researchgate.net/publication/331843977_Discovery_of_Stylistic_Patterns_in_Business_Process_Textual_Descriptions_IT_Ticket_Case [accessed Jun 23 2019].

Authors (3)