Policy-based IT automation: the role of human judgment

Authors:
Eser Kandogan;John Bailey;Paul P. Maglio;Eben Haber
Affiliations:
IBM Almaden Research Center, San Jose, CA;IBM Almaden Research Center, San Jose, CA;IBM Almaden Research Center, San Jose, CA;IBM Almaden Research Center, San Jose, CA
Venue:
Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
Year:
2008

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Abstract

Policy-based automation is emerging as a viable approach to IT systems management, codifying high-level business goals into executable specifications for governing IT operations. Little is known, however, about how policies are actually made, used, and maintained in practice. Here, we report studies of policy use in IT service delivery. We found that although policies often make explicit statements, much is deliberately left implicit, with correct interpretation and execution depending critically on human judgment.