The balanced scorecard and IT governance
Proceedings of the 2000 information resources management association international conference on Challenges of information technology management in the 21st century
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
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
Staffing optimization in complex service delivery systems
Proceedings of the 7th International Conference on Network and Services Management
| Hi-index | 0.00 |
Service disruptions can have a considerable impact on business operations of IT support organizations, thus calling for the implementation of efficient incident management and service restoration processes. The evaluation and improvement of incident management strategies currently in place, in order to minimize the business-impact of major service disruptions, is a very arduous task which goes beyond the optimization with respect to IT-level metrics. This paper presents HANNIBAL, a decision support tool for the business impact analysis and improvement of the incident management process. HANNIBAL evaluates possible strategies for an IT support organization to deal with major service disruptions. HANNIBAL then selects the strategy with the best alignment to the business objectives. Experimental results collected from the HANNIBAL application to a realistic case study show that business impact-driven optimization outperforms traditional performance-driven optimization.