Simulation-Based IT Process Governance
- IT departments within enterprises often utilize incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this work we assess the applicability of an approach for extended evaluation of logged data from such systems. Our evaluation is focused on Key Performance Indicators (KPIs) and aims to discover more in-depth insights as compared to typical data visualization and dashboard techniques. We also present a practical case study where we demonstrate the feasibility of the approach using real-life logfiles from an international telecommunication provider. Our modeling methodology is based on the approach of System Dynamics.
Author: | Prof. Dr. Vladimir Stantchev, Prof. Dr. Gerrit Tamm, Konstantin Petruch |
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Parent Title (English): | Communications in Computer and Information Science |
Series (Serial Number): | Communications in Computer and Information Science (278/2) |
Publisher: | Springer |
Place of publication: | Berlin |
Editor: | Miltiadis D. Lytras |
Document Type: | Part of a Book |
Language: | English |
Date of Publication (online): | 2014/03/06 |
Year of first Publication: | 2012 |
Publishing Institution: | SRH Berlin University of Applied Sciences |
Release Date: | 2014/03/06 |
Tag: | IT Governance; IT Processes; Incident Management; Simulation |
Volume: | 278 |
First Page: | 206 |
Last Page: | 215 |
Note: | Online: https://www.researchgate.net/publication/286454680_Simulation-based_IT_process_governance |
Link author profile: | https://www.srh-berlin.de/hochschule/hochschulteam/stantchev-vladimir/ |
Link author profile: | https://www.srh-berlin.de/hochschule/hochschulteam/tamm-gerrit/ |
Peer-reviewed: | Keine Angabe - No details |
Institutes: | Institute of Information Systems (IIS, SRH Berlin) |
JEL-Classification: | O Economic Development, Technological Change, and Growth |
Licence (German): | ![]() |