An introduction to Kolmogorov complexity and its applications (2nd ed.)
An introduction to Kolmogorov complexity and its applications (2nd ed.)
The System Administration Maturity Model - SAMM
LISA '93 Proceedings of the 7th USENIX conference on System administration
A Simple Way to Estimate the Cost of Downtime
LISA '02 Proceedings of the 16th USENIX conference on System administration
Toward a cost model for system administration
LISA '05 Proceedings of the 19th conference on Large Installation System Administration Conference - Volume 19
Measurement of service effectiveness and establishment of baselines
WSEAS Transactions on Information Science and Applications
Multi-tenant solution for IT service management: a quantitative study of benefits
IM'09 Proceedings of the 11th IFIP/IEEE international conference on Symposium on Integrated Network Management
DSOM'07 Proceedings of the Distributed systems: operations and management 18th IFIP/IEEE international conference on Managing virtualization of networks and services
Complexity analysis: a quantitative approach to usability engineering
Proceedings of the 2011 Conference of the Center for Advanced Studies on Collaborative Research
Performance management and quantitative modeling of IT service processes using mashup patterns
Proceedings of the 7th International Conference on Network and Services Management
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Enterprises and service providers are increasingly looking to process-based automation as a means of containing and even reducing the labor costs of systems management. However, it is often hard to quantify and predict the additional complexity introduced by IT service management processes before they actually have been deployed. Our approach consists in looking at this problem from a different, new perspective by regarding complexity as a surrogate for potential labor cost and human-error-induced problems: In order to effectively evaluate the benefits of IT service management processes – and to target the types of processes that contribute most to management complexity and cost – we need a set of metrics for quantifying the complexity and human cost of carrying out IT service management processes. This paper proposes such measures, and demonstrates how they can be applied to a typical service delivery process in order to assess its complexity hotspots as a basis for process re-engineering.