Paper Info
Title
Modeling IT support organizations from transactional logs
Abstract
There is great interest in building an accurate theoretical model of IT support organizations, for several purposes such as optimal workforce allocation and what-if scenario analysis. However, the complexity of real-life IT support organizations makes it extremely hard to model their organizational, structural and behavioral processes. While the adoption of stationary stochastic processes to model incident arrivals and of first-come-first-served GI/G/N queues to model support groups permits to reproduce with good enough fidelity the organization-wide behavior, this approach does not always accurately capture the internal dynamics of the organization. This paper presents an experimental analysis of transaction logs from a real-life IT support organization, provided to us by the Outsourcing Services Division of HP. The statistical analysis of transactional logs allows us to make some interesting considerations that can be used to build a more accurate model of the organization, as well as to gain useful experience in the modeling process.
Year
DOI
Venue
2010
10.1109/NOMS.2010.5488471
NOMS
Keywords
Field
DocType
business data processing,information technology,outsourcing,statistical analysis,stochastic processes,transaction processing,IT support organization,first come first served queue,outsourcing service division,stationary stochastic processes,statistical analysis,transactional log,Business-driven IT management (BDIM),IT service management,Information Technology Infrastructure Library (ITIL),incident management
Transaction processing,Data science,Fidelity,Information technology,Computer science,Knowledge management,Scenario analysis,Outsourcing,Transaction log,IT service management,Transactional leadership,Distributed computing
Conference
ISSN
Citations 
PageRank 
1542-1201
1
0.42
References 
Authors
0
3
Name
Order
Citations
PageRank
Claudio Bartolini194486.00
Cesare Stefanelli270660.81
Mauro Tortonesi316222.86