A web-based what-if scenario analysis tool for performance improvement of IT support organizations

Author

Bartolini, Claudio ; Stefanelli, Cesare ; Targa, Davide ; Tortonesi, Mauro

Author_Institution

HP Labs., Hewlett Packard, Palo Alto, CA, USA

fYear

2011

fDate

24-28 Oct. 2011

Firstpage

1

Lastpage

5

Abstract

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.

Keywords

Web sites; business data processing; decision support systems; information technology; IT managers; IT service disruption; IT support organization performance improvement; Symian-Web features advanced information visualization concepts; Web-based what-if scenario analysis tool; business-level objectives; complex system; decision support tool; optimization; organization-specific structure; performance assessment; Analytical models; Computational modeling; Data models; Data visualization; Optimization; Organizations; Decision support tools; IT service management; incident management;

fLanguage

English

Publisher

ieee

Conference_Titel

Network and Service Management (CNSM), 2011 7th International Conference on

Conference_Location

Paris

Print_ISBN

978-1-4577-1588-4

Electronic_ISBN

978-3-901882-44-9

Type

conf

Filename

6103983