Supporting Telecommunication Alarm Management System with Trouble Ticket Prediction

Fault alarm data emanated from heterogeneous telecommunication network services and infrastructures are exploding with network expansions. Managing and tracking the alarms with Trouble Tickets using manual or expert rule- based methods has become challenging due to increase in the complexity of Alarm Management Systems and demand for deployment of highly trained experts. As the size and complexity of networks hike immensely, identifying semantically identical alarms, generated from heterogeneous network elements from diverse vendors, with data-driven methodologies has become imperative to enhance efficiency. In this paper, a data-driven Trouble Ticket prediction models are proposed to leverage Alarm Management Systems. To improve performance, feature extraction, using a sliding time-window and feature engineering, from related history alarm streams is also introduced. The models were trained and validated with a data-set provided by the largest telecommunication provider in Italy. The experimental results showed the promising efficacy of the proposed approach in suppressing false positive alarms with Trouble Ticket prediction

Intelligent Data Mining Techniques for Automatic Service Management

Today, as more and more industries are involved in the artificial intelligence era, all business enterprises constantly explore innovative ways to expand their outreach and fulfill the high requirements from customers, with the purpose of gaining a competitive advantage in the marketplace. However, the success of a business highly relies on its IT service. Value-creating activities of a business cannot be accomplished without solid and continuous delivery of IT services especially in the increasingly intricate and specialized world. Driven by both the growing complexity of IT environments and rapidly changing business needs, service providers are urgently seeking intelligent data mining and machine learning techniques to build a cognitive ``brain in IT service management, capable of automatically understanding, reasoning and learning from operational data collected from human engineers and virtual engineers during the IT service maintenance. The ultimate goal of IT service management optimization is to maximize the automation of IT routine procedures such as problem detection, determination, and resolution. However, to fully automate the entire IT routine procedure is still a challenging task without any human intervention. In the real IT system, both the step-wise resolution descriptions and scripted resolutions are often logged with their corresponding problematic incidents, which typically contain abundant valuable human domain knowledge. Hence, modeling, gathering and utilizing the domain knowledge from IT system maintenance logs act as an extremely crucial role in IT service management optimization. To optimize the IT service management from the perspective of intelligent data mining techniques, three research directions are identified and considered to be greatly helpful for automatic service management: (1) efficiently extract and organize the domain knowledge from IT system maintenance logs; (2) online collect and update the existing domain knowledge by interactively recommending the possible resolutions; (3) automatically discover the latent relation among scripted resolutions and intelligently suggest proper scripted resolutions for IT problems. My dissertation addresses these challenges mentioned above by designing and implementing a set of intelligent data-driven solutions including (1) constructing the domain knowledge base for problem resolution inference; (2) online recommending resolution in light of the explicit hierarchical resolution categories provided by domain experts; and (3) interactively recommending resolution with the latent resolution relations learned through a collaborative filtering model

AI for IT Operations (AIOps) on Cloud Platforms: Reviews, Opportunities and Challenges

Artificial Intelligence for IT operations (AIOps) aims to combine the power of AI with the big data generated by IT Operations processes, particularly in cloud infrastructures, to provide actionable insights with the primary goal of maximizing availability. There are a wide variety of problems to address, and multiple use-cases, where AI capabilities can be leveraged to enhance operational efficiency. Here we provide a review of the AIOps vision, trends challenges and opportunities, specifically focusing on the underlying AI techniques. We discuss in depth the key types of data emitted by IT Operations activities, the scale and challenges in analyzing them, and where they can be helpful. We categorize the key AIOps tasks as - incident detection, failure prediction, root cause analysis and automated actions. We discuss the problem formulation for each task, and then present a taxonomy of techniques to solve these problems. We also identify relatively under explored topics, especially those that could significantly benefit from advances in AI literature. We also provide insights into the trends in this field, and what are the key investment opportunities

Engineering Agile Big-Data Systems

To be effective, data-intensive systems require extensive ongoing customisation to reflect changing user requirements, organisational policies, and the structure and interpretation of the data they hold. Manual customisation is expensive, time-consuming, and error-prone. In large complex systems, the value of the data can be such that exhaustive testing is necessary before any new feature can be added to the existing design. In most cases, the precise details of requirements, policies and data will change during the lifetime of the system, forcing a choice between expensive modification and continued operation with an inefficient design.Engineering Agile Big-Data Systems outlines an approach to dealing with these problems in software and data engineering, describing a methodology for aligning these processes throughout product lifecycles. It discusses tools which can be used to achieve these goals, and, in a number of case studies, shows how the tools and methodology have been used to improve a variety of academic and business systems

Engineering Agile Big-Data Systems

To be effective, data-intensive systems require extensive ongoing customisation to reflect changing user requirements, organisational policies, and the structure and interpretation of the data they hold. Manual customisation is expensive, time-consuming, and error-prone. In large complex systems, the value of the data can be such that exhaustive testing is necessary before any new feature can be added to the existing design. In most cases, the precise details of requirements, policies and data will change during the lifetime of the system, forcing a choice between expensive modification and continued operation with an inefficient design.Engineering Agile Big-Data Systems outlines an approach to dealing with these problems in software and data engineering, describing a methodology for aligning these processes throughout product lifecycles. It discusses tools which can be used to achieve these goals, and, in a number of case studies, shows how the tools and methodology have been used to improve a variety of academic and business systems

Aktana Bussiness Inteligence

The EOD is business intelligence development for Aktana. It conists on tracking the company's hoursEl tfg és el desenvolupament d'un bussiness intelligence per a Aktana. Consisteix en monitoritzar en les hores dels treballadors de la empres

Data Mining Techniques to Understand Textual Data

More than ever, information delivery online and storage heavily rely on text. Billions of texts are produced every day in the form of documents, news, logs, search queries, ad keywords, tags, tweets, messenger conversations, social network posts, etc. Text understanding is a fundamental and essential task involving broad research topics, and contributes to many applications in the areas text summarization, search engine, recommendation systems, online advertising, conversational bot and so on. However, understanding text for computers is never a trivial task, especially for noisy and ambiguous text such as logs, search queries. This dissertation mainly focuses on textual understanding tasks derived from the two domains, i.e., disaster management and IT service management that mainly utilizing textual data as an information carrier. Improving situation awareness in disaster management and alleviating human efforts involved in IT service management dictates more intelligent and efficient solutions to understand the textual data acting as the main information carrier in the two domains. From the perspective of data mining, four directions are identified: (1) Intelligently generate a storyline summarizing the evolution of a hurricane from relevant online corpus; (2) Automatically recommending resolutions according to the textual symptom description in a ticket; (3) Gradually adapting the resolution recommendation system for time correlated features derived from text; (4) Efficiently learning distributed representation for short and lousy ticket symptom descriptions and resolutions. Provided with different types of textual data, data mining techniques proposed in those four research directions successfully address our tasks to understand and extract valuable knowledge from those textual data. My dissertation will address the research topics outlined above. Concretely, I will focus on designing and developing data mining methodologies to better understand textual information, including (1) a storyline generation method for efficient summarization of natural hurricanes based on crawled online corpus; (2) a recommendation framework for automated ticket resolution in IT service management; (3) an adaptive recommendation system on time-varying temporal correlated features derived from text; (4) a deep neural ranking model not only successfully recommending resolutions but also efficiently outputting distributed representation for ticket descriptions and resolutions

A software architecture for electro-mobility services: a milestone for sustainable remote vehicle capabilities

To face the tough competition, changing markets and technologies in automotive industry, automakers have to be highly innovative. In the previous decades, innovations were electronics and IT-driven, which increased exponentially the complexity of vehicle’s internal network. Furthermore, the growing expectations and preferences of customers oblige these manufacturers to adapt their business models and to also propose mobility-based services. One other hand, there is also an increasing pressure from regulators to significantly reduce the environmental footprint in transportation and mobility, down to zero in the foreseeable future. This dissertation investigates an architecture for communication and data exchange within a complex and heterogeneous ecosystem. This communication takes place between various third-party entities on one side, and between these entities and the infrastructure on the other. The proposed solution reduces considerably the complexity of vehicle communication and within the parties involved in the ODX life cycle. In such an heterogeneous environment, a particular attention is paid to the protection of confidential and private data. Confidential data here refers to the OEM’s know-how which is enclosed in vehicle projects. The data delivered by a car during a vehicle communication session might contain private data from customers. Our solution ensures that every entity of this ecosystem has access only to data it has the right to. We designed our solution to be non-technological-coupling so that it can be implemented in any platform to benefit from the best environment suited for each task. We also proposed a data model for vehicle projects, which improves query time during a vehicle diagnostic session. The scalability and the backwards compatibility were also taken into account during the design phase of our solution. We proposed the necessary algorithms and the workflow to perform an efficient vehicle diagnostic with considerably lower latency and substantially better complexity time and space than current solutions. To prove the practicality of our design, we presented a prototypical implementation of our design. Then, we analyzed the results of a series of tests we performed on several vehicle models and projects. We also evaluated the prototype against quality attributes in software engineering