Can BozdoganA. Nur Zincir-HeywoodIbrahim Zincir2025-10-06201502181940, 179364030218-19401793-640310.1142/S0218194015400197https://www.scopus.com/inward/record.uri?eid=2-s2.0-84938842268&doi=10.1142%2FS0218194015400197&partnerID=40&md5=11e7301e8ef3dceae488dcde8b0092e2https://gcris.yasar.edu.tr/handle/123456789/9917This 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.EnglishClustering, Decision Support, Experience Management, It Management, Optimization, Decision Support Systems, Optimization, Search Engines, Clustering, Decision Supports, Experience Management, Integrated Information Retrievals, It Management, Optimization Techniques, Research Focus, Small To Medium-sized Enterprise, Information ManagementDecision support systems, Optimization, Search engines, clustering, Decision supports, Experience management, Integrated information retrievals, IT management, Optimization techniques, Research focus, Small to medium-sized enterprise, Information managementArticle