IT support organizations are in charge of restoring normal operations after IT service disruptions and can be complex systems. Thire performance assessment and optimization is an extremely challenging task that requires considering organization-specific structure, behavior, and business-level objectives. This paper presents Symian-Web, a decision support tool that enables IT managers to assess and improve IT support organization performance. Symian-Web features advanced information visualization concepts and metaphors, allowing for precise and timely assessment of IT support organization performance, and facilitating their redesign.
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