EMITS: An Experience Management System for IT Management Support

Abstract

This research focuses on the identification of relevant experience required for solving IT (Information Technology) problems in small- to medium-sized enterprises. To achieve this we integrated information retrieval techniques with clustering and optimization techniques to design and develop a custom-built Experience Management system for IT management support. We have built and evaluated our system on three different publicly available data sets: Princeton Parallels and GoDaddy. Results support that it is possible to provide the right mix of automation and manual activity for IT experience management while achieving a high accuracy. © 2021 Elsevier B.V. All rights reserved.