Designing Supervised Learning-Based Incident Management Model : Case Study: Broadband Network Service Provider

Incident management has play an important role in the business processes of service provider. Well implemented incident management can increase the availability of services and as well as user satisfaction level. However, incident management is a dominant process that consumes resources, both time and cost. Artificial intelligence-based technologies can be utilized to improve the efficiency of the incident management process. Thus, organizations can receive added value from more efficient process as well as more accurate information. This research proposed machine learning machine learning model for incident categorization and incident duration prediction that could be adopted into business process of incident handling.