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Casebook: A Cloud-Based System of Engagement for Case Management
Found in: IEEE Internet Computing
By Hamid R. Motahari-Nezhad,Susan Spence,Claudio Bartolini,Sven Graupner,Charles Bess,Marianne Hickey,Parag Joshi,Roberto Mirizzi,Kivanc Ozonat,Maher Rahmouni
Issue Date:September 2013
pp. 30-38
Casebook embraces social and collaboration technology, analytics, and intelligence to advance the state of the art in case management from systems of record to a system of engagement for knowledge workers. It addresses complex, inefficient work practices, ...
Analytics for similarity matching of IT cases with collaboratively-defined activity flows
Found in: Data Engineering Workshops, 22nd International Conference on
By Hamid R. Motahari Nezhad,Claudio Bartolini,Parag Joshi
Issue Date:April 2011
pp. 273-278
Handling IT support cases efficiently is very important for operational excellence of IT organizations. Many IT service centers receive thousands of cases per day, some of which are similar to previously reported cases. To improve efficiency it is importan...