Abstrakt
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].
Autorzy (3)
Cytuj jako
Pełna treść
- Wersja publikacji
- Accepted albo Published Version
- Licencja
- Copyright (IBIMA)
Słowa kluczowe
Informacje szczegółowe
- Kategoria:
- Aktywność konferencyjna
- Typ:
- publikacja w wydawnictwie zbiorowym recenzowanym (także w materiałach konferencyjnych)
- Język:
- angielski
- Rok wydania:
- 2019
- Opis bibliograficzny:
- Rizun N., Revina A., Maister V.: Discovery of Stylistic Patterns in Business Process Textual Descriptions: IT Ticket Case// / : , 2019,
- Bibliografia: test
-
- Rizun, N., & Revina A., Meister V. (2019), "Discovery of Stylistic Patterns in Business Process Textual Descriptions: IT Ticket Case", in Soliman, K.S. (Ed) Education Excellence and Innovation Management through Vision 2020, International Business Information Management Association (IBIMA), pp. 2103-2012 otwiera się w nowej karcie
- Rizun, N., & Revina A., Meister V. (2019), "Discovery of Stylistic Patterns in Business Process Textual Descriptions: IT Ticket Case", in Soliman, K.S. (Ed) Education Excellence and Innovation Management through Vision 2020, International Business Information Management Association (IBIMA), pp. 2103-2012 otwiera się w nowej karcie
- Rizun, N., & Revina A., Meister V. (2019), "Discovery of Stylistic Patterns in Business Process Textual Descriptions: IT Ticket Case", in Soliman, K.S. (Ed) Education Excellence and Innovation Management through Vision 2020, International Business Information Management Association (IBIMA), pp. 2103-2012 otwiera się w nowej karcie
- Axelos (2019). ITIL (IT Infrastructure Library) Certifications. [Online], [Retrieved March 17, 2019], https://www.axelos.com/certifications/itil-certifications otwiera się w nowej karcie
- Chiu, S.-I. and Hsu, K.-W. (2018), 'Predicting Political Tendency of Posts on Facebook,' Proceedings of the 2018 7th International Conference on Software and Computer Applications (ICSCA), ISBN: 978-1- 4503-5414-1, 08-10 February 2018, Kuantan, Malaysia, 110-114. otwiera się w nowej karcie
- Huadhom, N. and Trakulkasemsuk, W. (2017), 'Syntactic Analysis of Online Tourism Slogans: Frequency, Forms and Functions,' Journal of Language Teaching and Learning in Thailand, 53, 182-213.
- Kaljahi, R., Foster, J., Roturier, J., Ribeyre, C., Lynn, T., and LeRoux, J. (2015), 'Foreebank: Syntactic Analysis of Customer Support Forums,' Proceedings of the 2015 Conference on Empirical Methods in Natural Language Processing (EMNLP), ISBN: 978-1-941643-32-7, 17-21 September 2015, Lisbon, Portugal, 1341-1347. otwiera się w nowej karcie
- KiBaek, S., Bernhardsson, S. and Minnhagen, P. (2011), 'Zipf's Law Unzipped,' New Journal of Physics, 13(4), 1-22. otwiera się w nowej karcie
- Koopman, H., Sportiche, D. and Stabler, E. P. (2013) An Introduction to Syntactic Analysis and Theory, Wiley-Blackwell, Los Angeles. otwiera się w nowej karcie
- Lasswell, H. D. (1948) The Structure and Function of Communication in Society, in L. Bryson, The Communication of Ideas, 37-51, Harper & Row, New York. otwiera się w nowej karcie
- Nadkarni, S. and Gupta, R. (2007), 'A Task-Based Model of Peceived Website Complexity,' MIS Quarterly, 31(3), 501-524. otwiera się w nowej karcie
- Niederdeppe, J. D. (2005) 'Syntactic Indeterminacy, Perceived Message Sensation Value-Enhancing Features, and Message Processing in the Context of Anti-Tobacco Advertisements,' Communication Monographs, 72(3), 324-344. otwiera się w nowej karcie
- Ordenes, F. V., Burton, J., Theodoulidis, B., Gruber, T., and Zaki, M. (2014), 'Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach,' Journal of Service Research, 17 (3), 278-295. otwiera się w nowej karcie
- Rangu, C., Chatterjee, S. and Valluru, S. R. (2017), 'Text Mining Approach for Product Quality Enhancement: (Improving Product Quality through Machine Learning),' Proceedings of the 7th International Advance Computing Conference (IACC), ISBN: 978-1-5090-1560-3, 05-07 January 2017, Hyderabad, India, 456-460. otwiera się w nowej karcie
- Rizun, N. and Kucharska, W. (2018), 'Text Mining Algorithms for Extracting Brand Knowledge. The Fashion Industry Case,' Proceedings of the 31st International Business Information Management Association (IBIMA), ISBN: 978-0-9998551-0-2, 25-26 otwiera się w nowej karcie
- April, Milan, Italy, 1972-1983.
- Rizun, N., & Revina A., Meister V. (2019), "Discovery of Stylistic Patterns in Business Process Textual Descriptions: IT Ticket Case", in Soliman, K.S. (Ed) Education Excellence and Innovation Management through Vision 2020, International Business Information Management Association (IBIMA), pp. 2103-2012 otwiera się w nowej karcie
- Rizun, N. and Taranenko, Y. (2018), 'Methodology of Constructing and Analyzing the Hierarchical Contextually-Oriented Corpora,' Proceedings of the Federated Conference on Computer Science and Information Systems, ISBN 978-83-949419-5-6, 09-12 September, Poznan, Poland, 505-514. otwiera się w nowej karcie
- Rizun, N., Revina, A. and Meister, V. (2019), 'Method of Decision-Making Logic Discovery in the Business Process Textual Data,' Business Information Systems (BIS) 2019 Proceedings, 26-28 June, Sevilla, Spain. Accepted for publication. otwiera się w nowej karcie
- Roberts, C. W. (2000) 'A Conceptual Framework for Quantitative Text Analysis,' Quality & Quantity, 34 (3), 259-274. otwiera się w nowej karcie
- Shlomo, A., Karlgren, J. and Shanahan, J. G. (2005), 'Stylistic analysis of text for information access,' Papers from the workshop held in conjunction with the 28th Annual International ACM Conference on Research and Development in Information Retrieval, ISSN: 1100-3154, 15-19 August, Salvador, Brazil, 1- 69.
- Woloszyn, V., dos Santos, H. D. and Wives, L. K. (2017), 'The Influence of Readability Aspects on the User's Perception of Helpfulness of Online Reviews,' Revista de Sistemas de Informacao da FSMA, 18, 2- 7.
- Wood, R. (1986) 'Task Complexity: Definition of the Construct,' Organizational Behavior and Human Decision Processes, 37(1), 60-82. otwiera się w nowej karcie
- Wróblewska, A., Stanisławek, T., Prus-Zajaczkowski, B., and Garncarek, Ł. (2018), 'Robotic Process Automation of Unstructured Data with Machine Learning,' Position Papers of the 2018 Federated Conference on Computer Science and Information Systems (FedCSIS), ISBN 978-83-949419-8-7, 09-12 otwiera się w nowej karcie
- September, Poznan, Poland, 9-16.
- Zipf, G. K. (1932) Selected Studies of the Principle of Relative Frequency in Language, Harvard University Press, Cambridge.
- Zipf, G. K. (1949) Human Behaviour and The Principle of Least Effort, Addison-Wesley, Reading. otwiera się w nowej karcie
- Weryfikacja:
- Politechnika Gdańska
wyświetlono 106 razy
Publikacje, które mogą cię zainteresować
Assessing business process complexity based on textual data: Evidence from ITIL IT ticket processing
- N. Rizun,
- A. Revina,
- V. Maister
Method of Decision-Making Logic Discovery in the Business Process Textual Data
- N. Rizun,
- A. Revina,
- V. Meister
Text-mining Similarity Approximation Operators for Opinion Mining in BI tools
- N. Rizun,
- P. Kapłański,
- Y. Taranenko
- + 1 autorów