Understanding the “90% syndrome" in software project management: a simulation-based case study
Journal of Systems and Software
The Dynamics of Software Project Staffing: A System Dynamics Based Simulation Approach
IEEE Transactions on Software Engineering
Lessons learned from modeling the dynamics of software development
Communications of the ACM
System dynamics modeling of an inspection-based process
Proceedings of the 18th international conference on Software engineering
Branching time and abstraction in bisimulation semantics
Journal of the ACM (JACM)
Strategies for Information Technology Governance
Strategies for Information Technology Governance
Workflow mining: a survey of issues and approaches
Data & Knowledge Engineering
Process mining: a research agenda
Computers in Industry - Special issue: Process/workflow mining
Executives' perceptions of the business value of information technology: a process-oriented approach
Journal of Management Information Systems - Special issue: Impacts of information technology investment on organizational performance
Webbasierte Dienste: Technologien, Märkte und Geschäftsmodelle
Webbasierte Dienste: Technologien, Märkte und Geschäftsmodelle
Computers in Human Behavior
Genetic process mining: an experimental evaluation
Data Mining and Knowledge Discovery
Measuring similarity between semantic business process models
APCCM '07 Proceedings of the fourth Asia-Pacific conference on Comceptual modelling - Volume 67
Business alignment: using process mining as a tool for Delta analysis and conformance testing
Requirements Engineering
Addressing Web Service Performance by Replication at the Operating System Level
ICIW '08 Proceedings of the 2008 Third International Conference on Internet and Web Applications and Services
Measuring Similarity between Business Process Models
CAiSE '08 Proceedings of the 20th international conference on Advanced Information Systems Engineering
Negotiating and Enforcing QoS and SLAs in Grid and Cloud Computing
GPC '09 Proceedings of the 4th International Conference on Advances in Grid and Pervasive Computing
Service-level enforcement in web-services-based systems
International Journal of Web and Grid Services
A Qualitative Study of Hard Decision Making in Managing Global Software Development Teams
Information Systems Management
Addressing Dependability throughout the SOA Life Cycle
IEEE Transactions on Services Computing
Process equivalence: comparing two process models based on observed behavior
BPM'06 Proceedings of the 4th international conference on Business Process Management
Future Generation Computer Systems
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When optimizing IT operations organizations typically aim to optimize resource usage. In general, there are two kinds of IT resources - IT infrastructures and IT staff. An optimized utilization of these resources requires both quantitative and qualitative analysis. While IT infrastructures can offer raw data for such analyses, data about IT staff often requires additional preparation and augmentation. One source for IT staff-related data can be provided by incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this article we propose the usage of such data sources for IT staff behavior evaluation and also present the relevant augmentation techniques. We claim that our approach is able to provide more in-depth insights as compared to typical data visualization and dashboard techniques. Our modeling methodology is based on the approach of system dynamics. We also provide formal models and simulation results where we demonstrate the feasibility of the approach using real-life logfiles from an international telecommunication provider.