How to find self-inflicted troubles

Authors:
Lynn A. DeNoia;Michael G. Carper;William Hanczaryk
Affiliations:
Winthrop University, Rock Hill, SC;Indiana State University, Terre Haute, IN;University of South Carolina, Columbia, SC
Venue:
Journal of Computing Sciences in Colleges
Year:
2009

Citing 3
Cited 0

Sources of Failure in the Public Switched Telephone Network

Computer
Information technology service management: an emerging area for academic research and pedagogical development

Proceedings of the 2007 ACM SIGMIS CPR conference on Computer personnel research: The global information technology workforce
Why do internet services fail, and what can be done about it?

USITS'03 Proceedings of the 4th conference on USENIX Symposium on Internet Technologies and Systems - Volume 4

Quantified Score

Hi-index	0.00

Visualization

Abstract

Frequent systemic outages erode both the service levels delivered by, and the credibility of, an information technology organization. Finding and eliminating the underlying causes of such outages should be part of a continuous improvement process. If sufficient detail is captured in the trouble ticket database when outages are reported, subsequent analysis can show which were "self-inflicted", that is, caused by some action or inaction by IT staff. This paper presents a methodology for finding self-inflicted troubles and tests it with data from a large retail organization. This type of analysis could be used in an IT academic program to demonstrate the importance of process improvement in professional practice.