지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2022.10
- 수록면
- 157 - 168 (12page)
- DOI
- 10.37272/JIECR.2022.10.22.5.157
이용수
초록· 키워드
오류제보하기
An organization should maintain the high quality and availability of IT services by rapidly managing incidents that may cause interruptions or deterioration of the services. However, when an employee in charge of resolving incidents is absent due to unforeseen factors such as sick leave or resignation, an organization cannot operate services normally. Therefore, finding appropriate employees to substitute the absent employee is critical. This study presents a methodology for finding an appropriate substitute employee when an employee in charge of resolving incidents is absent. First, an interaction network, a social network that demonstrates cooperative relationships between two different groups of employees, is constructed using event logs. The two groups are classified according to the role responsible for resolving incidents. Next, an interaction network is projected onto the group to which the absent employee belongs in order to represent the relationships among the employees within the group. The substitute candidates for the absent employee are identified from the projected network. Finally, the substitute similarity measures between the absent employee and the candidates are calculated using the employees’ attributes. The employee with the highest substitute similarity measure is selected as the final substitute employee. This study is expected to quickly resolve incidents and provide high-quality IT services by selecting appropriate substitutes for absent employees.
목차
Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구 방법
Ⅳ. 실험 및 결과
Ⅴ. 결론 및 향후 연구
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