SYMIAN: Analysis and performance improvement of the IT incident management process
ABSTRACT Incident Management is the process through which IT support organizations manage to restore normal service operation after a service disruption. The complexity of real-life enterprise-class IT support organizations makes it extremely hard to understand the impact of organizational, structural and behavioral components on the performance of the currently adopted incident management strategy and, consequently, which actions could improve it. This paper presents SYMIAN, a decision support tool for the performance improvement of the incident management function in IT support organizations. SYMIAN simulates the effect of corrective measures before their actual implementation, enabling time, effort, and cost saving. To this end, SYMIAN models the IT support organization as an open queuing network, thereby enabling the evaluation of both the system-wide dynamics as well as the behavior of the individual organization components and their interactions. Experimental results show the SYMIAN effectiveness in the performance analysis and tuning of the incident management process for real-life IT support organizations.
Conference Paper: On decision making in business-driven IT management.[Show abstract] [Hide abstract]
ABSTRACT: Business-driven IT management (BDIM) is a recent research effort to drive IT management decisions from a business perspective by considering business indicators such as profit, cost, and customer experience. BDIM studies complicated decision making processes, dealing with the relationship between the IT function and the business value it generates. The present paper aims at stimulating the discussion on decision making theory and practice within the BDIM research community, in order to develop a better understanding of the theoretical background and consequently improve current tools and practices. To this end, the paper analyzes the most challenging aspects of decision making in BDIM and proposes a few discussion topics that could be of interest for future research studies.Proceedings of the 12th IFIP/IEEE International Symposium on Integrated Network Management, IM 2011, Dublin, Ireland, 23-27 May 2011; 01/2011
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ABSTRACT: Continuous improvement of service quality results in enhanced customer satisfaction, increased efficiency and maximisation of business value of the service within the company. Decision-making on the course of service quality improvement is based on the current status of the measurable service quality attributes. The aim of the paper is to describe the IT service quality attributes that could be measured to improve IT service quality. We report on a systematic literature review of IT service quality measurement. The review was based on 134 relevant journal articles related to IT service quality management. Of these, 91 articles were selected for analysis. We propose a detailed and comprehensive quality measurement framework for IT services using the results of the systematic literature review to extend previous work. The framework presents six common issue areas with their associated measurement categories, measures, and indicators. IT service providers can choose the measures to satisfy their specific information needs from the proposed IT service quality measurement framework. We conclude that IT service quality improvement efforts could benefit from considering the internal IT service quality attributes from the viewpoint of the value the provided IT service could bring to both the customer and the provider.Challenges and Advances on Service Quality Aspects, the Special Issue of Journal of Service Science Research. 01/2012; 4(1):7-47.
Conference Paper: Modeling IT support organizations from transactional logs.[Show abstract] [Hide abstract]
ABSTRACT: There is great interest in building an accurate theoretical model of IT support organizations, for several purposes such as optimal workforce allocation and what-if scenario analysis. However, the complexity of real-life IT support organizations makes it extremely hard to model their organizational, structural and behavioral processes. While the adoption of stationary stochastic processes to model incident arrivals and of first-come-first-served GI/G/N queues to model support groups permits to reproduce with good enough fidelity the organization-wide behavior, this approach does not always accurately capture the internal dynamics of the organization. This paper presents an experimental analysis of transaction logs from a real-life IT support organization, provided to us by the Outsourcing Services Division of HP. The statistical analysis of transactional logs allows us to make some interesting considerations that can be used to build a more accurate model of the organization, as well as to gain useful experience in the modeling process.IEEE/IFIP Network Operations and Management Symposium, NOMS 2010, 19-23 April 2010, Osaka, Japan; 01/2010