SYMIAN: A simulation tool for the optimization of the IT incident management process

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 5273, Issue , 2008, Pages 83-94

  Bartolini, Claudio ^a,b   Stefanelli, Cesare ^b   Tortonesi, Mauro ^b  

^a HP Laboratories   (United States)

^b UNIVERSITY OF FERRARA   (Italy)

Author keywords

Business driven IT management (BDIM); Decision support; Incident management; Information Technology Infrastructure Library (ITIL); IT service management

Indexed keywords

DECISION SUPPORT SYSTEMS;

BUSINESS-DRIVEN IT MANAGEMENT; DECISION SUPPORTS; INCIDENT MANAGEMENT; INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY (ITIL); IT SERVICE MANAGEMENT;

DECISION MAKING;

EID: 70350536828     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: None     Document Type: Conference Paper

References (17)

1. [1] IT Infrastructure Library, ITIL Service Delivery and ITIL Service Support, OGC, UK (2003)
2. [2] IT Governance Institute, COBIT 3rd edns (2000), http://www.isaca.org/COBIT.htm
3. [3] Bartolini, C., Sallé, M.: Business Driven Prioritization of Service Incidents. In: Proceedings of Distributed Systems Operations and Management (DSOM) (2004)
4. [4] Bartolini, C., Sallé, M., Trastour, D.: IT Service Management driven by Business Objectives – An Application to Incident Management. In: Proc. IEEE/IFIP Network Operations and Management Symposium (NOMS 2006) (April 2006)
5. [5] Barash, G., Bartolini, C., Wu, L.: Measuring and Improving the Performance of an IT Support Organization in Managing Service Incidents. In: Proc. 2nd IEEE Workshop on Business-driven IT Management (BDIM 2007), Munich, Germany (2007)
6. [6] Moura, A., Sauvé, J., Bartolini, C.: Research Challenges of Business–Driven IT Management. In: Proceedings of the 2nd IEEE/IFIP International Workshop On Business-Driven IT Management (BDIM 2007), Munich, Germany (2007)
7. [7] Keller, A., Hellerstein, J., Wolf, J.L., Wu, K., Krishnan, V.: The CHAMPS System: Change Management with Planning and Scheduling. In: Proceedings of the IEEE/IFIP Network Operations and Management Symposium (NOMS 2004). IEEE Press, Los Alamitos (2004)
8. [8] Sauvé, J., Rebouças, R., Moura, A., Bartolini, C., Boulmakoul, A., Trastour, D.: Business-driven decision support for change management: planning and scheduling of changes. In: State, R., van der Meer, S., O’Sullivan, D., Pfeifer, T. (eds.) DSOM 2006. LNCS, vol. 4269. Springer, Heidelberg (2006)
9. [9] Trastour, D., Rahmouni, M., Bartolini, C.: Activity-Based Scheduling of IT Changes. In: Bandara, A.K., Burgess, M. (eds.) AIMS 2007. LNCS, vol. 4543, pp. 73–84. Springer, Heidelberg (2007)
10. [10] Aiber, S., Gilat, D., Landau, A., Razinkov, N., Sela, A., Wasserkrug, S.: Autonomic Self– Optimization According to Business Objectives. In: Proceedings of the International Conference on Autonomic Computing (2004)
11. [11] Menascé, D., Almeida, V.A.F., Fonseca, R., Mendes, M.A.: Business-Oriented Resource Management Policies for e-Commerce Servers. In: Performance Evaluation, vol. 42, pp. 223–239. Elsevier Science, Amsterdam (2000)
12. [12] Sauvé, J., Marques, F., Moura, A., Sampaio, M., Jornada, J., Radziuk, E.: SLA Design from a Business Perspective. In: Schönwälder, J., Serrat, J. (eds.) DSOM 2005. LNCS, vol. 3775. Springer, Heidelberg (2005)
13. [13] Wei, H., Frinke, D., Carter, O., et al.: Cost–Benefit Analysis for Network Intrusion Detection Systems. In: Proceedings of the 28th Annual Computer Security Conference (October 2001)
14. [14] Boutaba, R., Xiao, J., Aib, I.: CyberPlanner: A Comprehensive Toolkit for Network Service Providers. In Proceedings of the 11th IEEE/IFIP Network Operation and Management Symposium (NOMS 2008), Salvador de Bahia, Brazil (2008)
15. [15] Diao, Y., Keller, A., Parekh, S., Marinov, V.: Predicting Labor Cost through IT Management Complexity Metrics. In: Proceedings of the 10th IEEE/IFIP Symposium on Integrated Management (IM 2007), Munich, Germany (2007)
16. [16] Diao, Y., Bhattacharya, K.: Estimating Business Value of IT Services through Process Complexity Analysis. In: Proceedings of the 11th IEEE/IFIP Network Operation and Management Symposium (NOMS 2008), Salvador de Bahia, Brazil (2008)
17. [17] Kaplan, R., Norton, D.: The Balanced Scorecard: Measures that Drive Performance. Harvard Business Review 70(1), 71–79 (1992)