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Maximizing Management Performance and Quality with Service Analytics

Book Description

Service analytics studies the collection of business analytics models and tools for the improvement of IT service management processes. By analyzing related quality, cost, and productivity metrics, as well as customer interactions and social factors, organizations can effectively exploit these resources to reveal valuable insights in support of business goals, maximizing performance, quality of service, and customer satisfaction. Maximizing Management Performance and Quality with Service Analytics offers a selection of service analytics solutions for process modeling and optimization proven to drive excellence in IT service management. This book is for practitioners engaged in IT service management who are interested in delivering high-quality and cost-competitive IT services, as well as academic and industrial researchers in the fields of information technology and computer science who are advancing data analysis, modeling, and optimization methods to new emerging fields.

Table of Contents

  1. Cover
  2. Title Page
  3. Copyright Page
  4. Book Series
    1. Mission
    2. Coverage
  5. Foreword
  6. Preface
  7. Section 1: Resource Management: Optimal Management of Human Resources and Skills for Balanced Costs and SLA Attainment
    1. Chapter 1: Capacity Planning and Management of IT Incident Management Services based on Queuing Models
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. BASIC CONCEPTS OF QUEUING MODELS
      5. CAPACITY PLANNING BASED ON QUEING MODELS
      6. PRACTICAL CHALLENGES
      7. CONCLUSION
      8. REFERENCES
      9. KEY TERMS AND DEFINITIONS
    2. Chapter 2: Modeling and Optimization of Complex Service Delivery Systems
      1. ABSTRACT
      2. INTRODUCTION
      3. SERVICE DELIVERY SYSTEMS
      4. SIMULATION MODEL
      5. OPTIMIZATION MODEL
      6. MODEL IMPLEMENTATION AND DEPLOYMENT
      7. CONCLUSION AND FUTURE WORK
      8. REFERENCES
      9. KEY TERMS AND DEFINITIONS
    3. Chapter 3: Organizational Models for Service Delivery
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. SERVICE DELIVERY MODELS AND WORKFLOWS
      5. CHARACTERISTICS OF A DISTRIBUTED SERVICE DELIVERY MODEL
      6. ANALYSIS AND RECOMMENDATIONS: SERVICE DELIVERY MODELS
      7. ANALYSIS AND RECOMMENDATIONS: SERVICE DELIVERY OPERATIONAL WORKFLOWS
      8. APPLICATION OF ORGANIZATION MODELS TO OTHER AREAS
      9. FUTURE RESEARCH DIRECTIONS
      10. CONCLUSION
      11. REFERENCES
      12. KEY TERMS AND DEFINITIONS
    4. Chapter 4: Optimization of Service Development Strategy in a Global Environment
      1. ABSTRACT
      2. INTRODUCTION
      3. GLOBAL FACTORS IN SERVICE DELIVERY
      4. MATHEMATICAL MODELING OF PRODUCTIVITY
      5. IMPACT OF GLOBAL FACTORS
      6. SAMPLE SCENARIO ANALYSIS
      7. KEY METRICS OF GLOBAL PRODUCTIVITY
      8. PRICING STRATEGY OF GLOBAL PROJECT DEVELOPMENT
      9. CONCLUSION
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
    5. Chapter 5: Improving Application Management Services through Ticket Data Clustering
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. DESCRIPTION OF TICKET DATA
      5. CLUSTER ANALYSIS
      6. RESOURCE PLANNING OPTIMIZATION
      7. CROSS-SKILL TRAINING PLAN GENERATION
      8. CONCLUSION
      9. REFERENCES
      10. KEY TERMS AND DEFINITIONS
    6. Chapter 6: Service Delivery Resource Management Using a Socially Enhanced Resource Model
      1. ABSTRACT
      2. INTRODUCTION
      3. SOCIALLY ENAHCED RESOURCE MODEL
      4. CASE STUDY: IT INCIDENT MANAGEMENT AND SOFTWARE DEVELOPMENT
      5. TASK ASSIGNMENT METHODS USING THE ENRICHED RESOURCE MODEL
      6. IMPLEMENTATION
      7. RELATED WORK
      8. CONCLUSION AND FUTURE WORK
      9. REFERENCES
      10. KEY TERMS AND DEFINITIONS
  8. Section 2: Operations Management: Optimizations of Service Operations - Incident, Problem, and Change Management
    1. Chapter 7: Tuning up IT Services using Monitoring Configuration Analytics
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. FALSE POSITIVE
      5. ELIMINATING TRANSIENT ALERTS
      6. FALSE NEGATIVE
      7. CLASSIFY MANUAL TICKETS
      8. TRIAGE TICKETS FOR PROBLEM RESOLUSION
      9. H-LOSS
      10. CONCLUSION AND FUTURE RESEARCH DIRECTIONS
      11. REFERENCES
      12. KEY TERMS AND DEFINITIONS
    2. Chapter 8: Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. A DATA-DRIVEN VISUAL ANALYTICS TOOL TO DIAGNOSE IM ISSUES
      5. USABILITY AND USEFULNESS OF THE WPA TOOL
      6. FINAL COMMENTS AND FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. ADDITIONAL READING
      10. KEY TERMS AND DEFINITIONS
    3. Chapter 9: Optimization Model for IT Change Management
      1. ABSTRACT
      2. INTRODUCTION
      3. RELATED WORK
      4. OPTIMIZATION MODEL
      5. EVALUATION
      6. SCHEDULE ROBUSTNESS
      7. PRACTICAL CONSIDERATIONS
      8. CONCLUSION AND FUTURE WORK
      9. REFERENCES
      10. KEY TERMS AND DEFINITIONS
    4. Chapter 10: Using Machine Learning and Probabilistic Frameworks to Enhance Incident and Problem Management
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. AUTOMATED IT PROBLEM CLASSIFICATION
      5. AUTOMATED STRUCTURING OF PROBLEM TICKET DATA
      6. CONCLUSION
      7. REFERENCES
      8. KEY TERMS AND DEFINITIONS
  9. Section 3: Process Management: Optimization of Process Management using Innovative, IT Services-Specific Models
    1. Chapter 11: A Mashup-Based Approach to Optimize Human Performance in IT Service Management
      1. ABSTRACT
      2. INTRODUCTION
      3. MASHUPS
      4. PERFORMANCE ASSESSMENT OF IT SERVICE PROCESSES
      5. QUANTITATIVE MODELING FOR PERFORMANCE ASSESSMENT
      6. CASE STUDY: DISPATCH PROCESS FOR IT SERVICE MANAGEMENT
      7. CONCLUSION
      8. REFERENCES
      9. KEY TERMS AND DEFINITIONS
    2. Chapter 12: A Service-Oriented Algebra for Optimizing the Management of Service Requests
      1. ABSTRACT
      2. INTRODUCTION
      3. BASICS OF WAAS AND BUSINESS ARTIFACTS
      4. OVERALL APPROACH/ARCHITECTURE
      5. WAAS REQUESTS: META-MODEL
      6. WAAS REQUESTS: FORMALIZATION
      7. WAAS REQUESTS: OPERATIONS
      8. COORDINATION PROTOCOL
      9. CONCLUDING REMARKS
      10. REFERENCES
      11. KEY TERMS AND DEFINITIONS
      12. ENDNOTES
    3. Chapter 13: Predictive Analytics for Business Processes in Service Management
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. GENERATING PREDICTIONS FOR BUSINESS PROCESSES WITH PARALLELISM
      5. GENERATING PREDICTIONS FOR BUSINESS PROCESSES WITH REPEATED EXECUTIONS (LOOPS)
      6. FUTURE RESEARCH DIRECTIONS
      7. CONCLUSION
      8. REFERENCES
      9. KEY TERMS AND DEFINITIONS
      10. APPENDIX
    4. Chapter 14: Optimizing Cloud Storage Management Services
      1. ABSTRACT
      2. INTRODUCTION
      3. BACKGROUND
      4. SOFTWARE DEFINED STORAGE
      5. STORAGE OPTIMIZATION STRATEGY
      6. STORAGE OPTIMIZATION SOLUTION
      7. IMPLEMENTATION I - SMARTER ILM
      8. IMPLEMENTATION II - IBM CONNECTIONS
      9. CONCLUSION
      10. REFERENCES
      11. ADDITIONAL READING
      12. KEY TERMS AND DEFINITIONS
  10. Compilation of References
  11. About the Contributors