This article presents a methodology that applies natural language processing and classification algorithms by us­ing data mining techniques, and incorporating procedures for validation and verification of significance. This is conducted according to the analysis and selection of data and results based on quality statistical analysis, which guarantees the effectiveness percentage in knowledge construction. The analysis of computer incidents within an educational institution and a standardized database of historical computer incidents collected by the Service Desk area is used as case study. Such area is linked to all information technology processes and focuses on the support requirements for the performance of employee activities. As long as users’ requirements are not fulfilled in a timely manner, the impact of incidents may give rise to work problems at different levels, making it d...

Indexado en Latindex (Catálogo 2.0) y DOAJ

Indexado en Latindex (Catálogo 2.0)

El presente artículo plantea una metodología en la que se aplica el procesamiento de lenguaje natural y algoritmos de clasificación, haciendo uso de técnicas de minería de datos e incorporando procedimientos de validación y verificación de significancia, de acuerdo al análisis y selección de los datos, así como también de los resultados, con base en estadísticas de calidad de la información, lo que permite garantizar el porcentaje de efectividad en la construcción del conocimiento. Se utiliza como caso de estudio el análisis de incidentes informáticos en una institución educativa y una base de datos estandarizada de incidentes informáticos históricos recopilados de su área de mesa de servicio, la cual vincula con todos los procesos de tecnologías de la información y se centra en las necesidades de soporte para la realización de las actividades de los empleados. Mie...

This article presents a methodology that applies natural language processing and classification algorithms by us­ing data mining techniques, and incorporating procedures for validation and verification of significance. This is conducted according to the analysis and selection of data and results based on quality statistical analysis, which guarantees the effectiveness percentage in knowledge construction. The analysis of computer incidents within an educational institution and a standardized database of historical computer incidents collected by the Service Desk area is used as case study. Such area is linked to all information technology processes and focuses on the support requirements for the performance of employee activities. As long as users’ requirements are not fulfilled in a timely manner, the impact of incidents may give rise to work problems at different levels, making it d...