The Psychology of Human-Computer Interaction
The Psychology of Human-Computer Interaction
An approach to benchmarking configuration complexity
Proceedings of the 11th workshop on ACM SIGOPS European workshop
Understanding Mashup Development
IEEE Internet Computing
Human-Computer Interaction
Mashup Patterns: Designs and Examples for the Modern Enterprise
Mashup Patterns: Designs and Examples for the Modern Enterprise
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
On using mashups for composing network management applications
IEEE Communications Magazine
DashMash: a mashup environment for end user development
ICWE'11 Proceedings of the 11th international conference on Web engineering
Quantifying the complexity of IT service management processes
DSOM'06 Proceedings of the 17th IFIP/IEEE international conference on Distributed Systems: operations and management
ICSOC'12 Proceedings of the 10th international conference on Service-Oriented Computing
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IT Service Management (ITSM) encompasses the practices for managing information technology systems. ITSM processes can be laden with segments where the human becomes a bottleneck and slows down the entire process. These inefficiencies are usually caused by insufficient design of the process itself, or defects in the tools being used. Our work provides a systematic framework for analyzing inefficiencies through a combined model to guide the use and estimate the value of improving orchestration of the process using mashup design patterns.