Active learning on statistical server name extraction from information technology (it) service tickets

A computer program product comprising a computer readable storage medium having computer readable program code embodied therewith, said computer readable program code comprising:

• computer readable program code configured to obtain access to a plurality of information technology services problem tickets, at least a first subset of said tickets comprising free text tickets with server names embedded in unstructured text fields;
• computer readable program code configured to extract said server names from said first subset of said tickets via a statistical machine learning technique;
• and
• computer readable program code configured to, using said extracted server names, carry out at least one of:
• linking those of said first subset of said tickets from which said server names have been extracted to corresponding server entries in a configuration information database to facilitate resolution of problems associated with said first subset of said tickets from which said server names have been extracted;
• and
• identifying at least one of said extracted server names as missing from a list of known server names.

An apparatus comprising:

• a memory;
• and
• at least one processor, coupled to said memory, and operative to:
• obtain access to a plurality of information technology services problem tickets, at least a first subset of said tickets comprising free text tickets with server names embedded in unstructured text fields;
• extract said server names from said first subset of said tickets via a statistical machine learning technique;
• and
• using said extracted server names, carry out at least one of:
• linking those of said first subset of said tickets from which said server names have been extracted to corresponding server entries in a configuration information database to facilitate resolution of problems associated with said first subset of said tickets from which said server names have been extracted;
• and
• identifying at least one of said extracted server names as missing from a list of known server names.