Mirela Botezatu

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We present a novel technique that optimizes the dispatching of incident tickets to the agents in an IT Service Support Environment. Unlike the common skill-based dispatching, our approach also takes empirical evidence on the agent's speed from historical data into account. Our solution consists of two parts. First, a novel technique clusters historic(More)
Disks are among the most frequently failing components in today's IT environments. Despite a set of defense mechanisms such as RAID, the availability and reliability of the system are still often impacted severely. In this paper, we present a highly accurate SMART-based analysis pipeline that can correctly predict the necessity of a disk replacement even(More)
Configuring enterprise database management systems is a notoriously hard problem. The combinatorial parameter space makes it intractable to run and observe the DBMS behavior in all scenarios. Thus, the database administrator has the difficult task of choosing DBMS configurations that potentially lead to critical incidents, thus hindering its availability or(More)
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