Business-oriented resource management policies for e-commerce servers
Performance Evaluation - Special issue on internet performance modelling
Autonomic Self-Optimization According to Business Objectives
ICAC '04 Proceedings of the First International Conference on Autonomic Computing
Activity-Based Scheduling of IT Changes
AIMS '07 Proceedings of the 1st international conference on Autonomous Infrastructure, Management and Security: Inter-Domain Management
Business-driven decision support for change management: planning and scheduling of changes
DSOM'06 Proceedings of the 17th IFIP/IEEE international conference on Distributed Systems: operations and management
SLA design from a business perspective
DSOM'05 Proceedings of the 16th IFIP/IEEE Ambient Networks international conference on Distributed Systems: operations and Management
Workload Management in Dynamic IT Service Delivery Organizations
DSOM '09 Proceedings of the 20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management: Integrated Management of Systems, Services, Processes and People in IT
Towards Robust IT Service Portfolio Management
DSOM '09 Proceedings of the 20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management: Integrated Management of Systems, Services, Processes and People in IT
A web-based what-if scenario analysis tool for performance improvement of IT support organizations
Proceedings of the 7th International Conference on Network and Services Management
Who do you call? problem resolution through social compute units
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
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Incident Management is the process through which IT support organizations manage to restore normal service operation after a service disruption. The complexity of 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 improvement of incident management performance. SYMIAN is a discrete event simulator that permits to test possible corrective measures for the IT support organization before the expensive actual implementation. SYMIAN models the IT support organization as a queuing system, considering both the time spent by operators working on incidents and the time spent when waiting for operator's availability. Experimental results show the SYMIAN effectiveness in the performance analysis and optimization of the incident resolution time for a fictitious organization designed according to real-life experiences.