Multi-tenant solution for IT service management: A quantitative study of benefits

Author

Shwartz, Larisa ; Diao, Yixin ; Grabarnik, Genady Ya

Author_Institution

IBM Thomas J. Watson Res. Center, Hawthorne, NY, USA

fYear

2009

fDate

1-5 June 2009

Firstpage

721

Lastpage

731

Abstract

The very competitive business climate dictates efficient and cost effective delivery and support of IT services. Compounded by complexity of IT environments and criticality of IT to business success, IT service providers seek multi-tenant solutions to reduce operational cost and improve service quality. In this paper we consider a multi-tenant solution for IT service management and examine its critical aspects for realizing business benefits. We conduct a quantitative study of its benefits using a complexity based value assessment methodology. By regarding complexity as a substitute for potential labor cost, we estimate the business value of the multi-tenant solution before its actual deployment.

Keywords

DP management; IT environment; IT service management; IT service provider; business value; complexity based value assessment; labor cost; multitenant solution; service quality; Cost benefit analysis; Data security; Hardware; Isolation technology; Monitoring; Operating systems; Productivity; Resource management; Yield estimation;

fLanguage

English

Publisher

ieee

Conference_Titel

Integrated Network Management, 2009. IM '09. IFIP/IEEE International Symposium on

Conference_Location

Long Island, NY

Print_ISBN

978-1-4244-3486-2

Electronic_ISBN

978-1-4244-3487-9

Type

conf

DOI

10.1109/INM.2009.5188879

Filename

5188879