DESIGN AND IMPLEMENTATION OF RULE BASED PROBLEM CLASSIFICATION IN IT SERVICE MANAGEMENT

In today’s rapidly evolving IT environments, the volume and complexity of service requests and problem reports have grown significantly, making manual classification a major bottleneck in effective service management. Traditional IT Service Management (ITSM) systems often rely on human agents to review, categorize, and assign problem tickets. This manual approach not only consumes valuable time but also introduces inconsistencies, errors, and delays in problem resolution. To address these challenges, this project, titled “Design and Implementation of a Rule-Based Problem Classification System in IT Service Management,” proposes an automated method for categorizing IT problems based on logical rules and domain-specific keywords. The developed system leverages a rule-based reasoning model, designed to analyze the textual descriptions of reported issues and assign them to predefined categories such as Network, Hardware, Software, Access, or Other. By integrating a structured rule engine, the system interprets user inputs, matches them against a set of conditions, and predicts the appropriate category without human intervention. The project was implemented using Python and Streamlit, providing an interactive and intuitive interface for end users. The interface also allows for ticket creation, real-time classification, and session-based storage of ticket history, enabling users to track previous classifications effectively.