IT support organizations are in charge of restoring normal operations after IT service disruptions, among other tasks. Such organizations can be complex systems, with a large network of interacting support groups subject to complex management policies. The performance assessment and optimization of IT support organizations 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 both assess and improve IT support organization performance by using what-if scenario analysis. Symian-Web features advanced information visualization concepts and metaphors, allowing for precise and timely assessment of IT support organization performance, and facilitating their redesign. Symian-Web is realized as a cloud computing-based Web application, thus enabling the tool to take advantage of the on-demand computational capabilities provided by the cloud.

A Cloud-based Solution for the Performance Improvement of IT Support Organizations

STEFANELLI, Cesare;TORTONESI, Mauro;TARGA, Davide
2012

Abstract

IT support organizations are in charge of restoring normal operations after IT service disruptions, among other tasks. Such organizations can be complex systems, with a large network of interacting support groups subject to complex management policies. The performance assessment and optimization of IT support organizations 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 both assess and improve IT support organization performance by using what-if scenario analysis. Symian-Web features advanced information visualization concepts and metaphors, allowing for precise and timely assessment of IT support organization performance, and facilitating their redesign. Symian-Web is realized as a cloud computing-based Web application, thus enabling the tool to take advantage of the on-demand computational capabilities provided by the cloud.
2012
9781467302678
9781467302685
Decision Support Systems; Information Technology Infrastructure Library (ITIL); IT Service Management; IT incident management
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11392/1534793
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