Name
Abstract | ||
|---|---|---|
As IT services grow more and more complicated, and their management becomes increasingly challenging, IT support organizations assume an essential role to ensure the delivery of Service Level Objectives. What-if scenario analysis represents a very effective tool for the performance optimization of IT support organizations, as it enables an iterative and customized performance optimization process. The problem of accurately modeling IT support organizations requires the development of sophisticated models as well as dedicated parameter inference techniques and tools. This paper presents a multiple-priority queuing model suited for the reenactment of IT support groups developed from the analysis of empirical evidence, as well as a powerful method to infer the model parameters. We applied our model to reenact the behavior of a real life IT support group with our Symian simulator. The results demonstrate that multiple-priority queuing models can reproduce real life IT support groups with a high degree of accuracy. |
Year | DOI | Venue |
|---|---|---|
2012 | 10.1109/NOMS.2012.6211921 | Network Operations and Management Symposium |
Keywords | Field | DocType |
decision support systems,inference mechanisms,information services,queueing theory,IT services,IT support groups,IT support organization modeling,Symian simulator,customized performance optimization process,iterative performance optimization process,multiple-priority queuing model,multiple-priority queuing models,parameter inference techniques,performance optimization,real life IT support group,service level objectives,sophisticated models,what-if scenario analysis,Decision support tools,IT support organizations,Incident management,Information Technology Infrastructure Library (ITIL) | Information system,Incident management (ITSM),Data modeling,Service level objective,Computer science,Inference,Decision support system,Queueing theory,Priority queue,Distributed computing | Conference |
ISSN | ISBN | Citations |
1542-1201 E-ISBN : 978-1-4673-0268-5 | 978-1-4673-0268-5 | 4 |
PageRank | References | Authors |
0.47 | 2 | 3 |
Name | Order | Citations | PageRank |
|---|---|---|---|
| Claudio Bartolini | 1 | 944 | 86.00 |
| Cesare Stefanelli | 2 | 706 | 60.81 |
| Mauro Tortonesi | 3 | 162 | 22.86 |