Diao, Yixin (ed.); Roşu, Daniela (ed.) - 2015
excellence in IT service management"--Provided by publisher. …Capacity planning and management of IT incident management services based on queuing models / Ta-Hsin Li, Juhnyoung Lee … environment / Nianjun Zhou, Wesley M. Gifford -- Improving application management services through ticket data clustering / Ying …