Experiences with workflow management: issues for the next generation
CSCW '94 Proceedings of the 1994 ACM conference on Computer supported cooperative work
Office procedure as practical action: models of work and system design
ACM Transactions on Information Systems (TOIS)
Field studies of computer system administrators: analysis of system management tools and practices
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
EEE '05 Proceedings of the 2005 IEEE International Conference on e-Technology, e-Commerce and e-Service (EEE'05) on e-Technology, e-Commerce and e-Service
Unified activity management: supporting people in e-business
Communications of the ACM - The semantic e-business vision
Understanding and supporting personal activity management by IT service workers
Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
Understanding the challenges faced during the management of data mining models
Proceedings of the 2nd ACM Symposium on Computer Human Interaction for Management of Information Technology
System administrators as broker technicians
Proceedings of the Symposium on Computer Human Interaction for the Management of Information Technology
Scripting practices in complex systems management
Proceedings of the Symposium on Computer Human Interaction for the Management of Information Technology
A service delivery platform for server management services
IBM Journal of Research and Development
On the roles of policies in computer systems management
International Journal of Human-Computer Studies
A mechanism of KEDB-centric fault management to optimize the Realization of ITIL based ITSM
APNOMS'07 Proceedings of the 10th Asia-Pacific conference on Network Operations and Management Symposium: managing next generation networks and services
Scheduling with preemption for incident management: when interrupting tasks is not such a bad idea
Proceedings of the Winter Simulation Conference
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Growth, adaptability, innovation, and cost control are leading concerns of businesses, especially with respect to use of information technology (IT). Though standards such as the Information Technology Infrastructure Library (ITIL) offer the potential for cost savings through the use of formal processes and best practices, such top-down approaches tend to be either highlevel - often far removed from the actual work - or low-level - often inflexible given the rapid pace of technology and market change. We conducted field studies to examine work practices in IT service delivery. Our results suggest that unstructured work activities comprise a significant and vital portion of the overall work done by people in IT service delivery. These activities include negotiating work items and schedules, seeking and providing information and expertise, and using and sharing custom tools and practices. Unstructured activities are conducted in parallel to formal, structured IT service processes, but are not well supported by existing integrated tooling. Thus, they are not easily accounted for and rarely result in reusable assets or feedback to improve the formal IT processes. Based on these findings, we propose an administrator workspace aimed specifically at blending structured and unstructured work activities to support effective, reusable, and quantifiable IT service delivery.