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Assessing and governing IT-staff behavior by performance-based simulation

  • When optimizing IT operations organizations typically aim to optimize resource usage. In general, there are two kinds of IT resources - IT infrastructures and IT staff. An optimized utilization of these resources requires both quantitative and qualitative analysis. While IT infrastructures can offer raw data for such analyses, data about IT staff often requires additional preparation and augmentation. One source for IT staff-related data can be provided by incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this article we propose the usage of such data sources for IT staff behavior evaluation and also present the relevant augmentation techniques. We claim that our approach is able to provide more in-depth insights as compared to typical data visualization and dashboard techniques. Our modeling methodology is based on the approach of system dynamics. We also provide formal models and simulation results where we demonstrate theWhen optimizing IT operations organizations typically aim to optimize resource usage. In general, there are two kinds of IT resources - IT infrastructures and IT staff. An optimized utilization of these resources requires both quantitative and qualitative analysis. While IT infrastructures can offer raw data for such analyses, data about IT staff often requires additional preparation and augmentation. One source for IT staff-related data can be provided by incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this article we propose the usage of such data sources for IT staff behavior evaluation and also present the relevant augmentation techniques. We claim that our approach is able to provide more in-depth insights as compared to typical data visualization and dashboard techniques. Our modeling methodology is based on the approach of system dynamics. We also provide formal models and simulation results where we demonstrate the feasibility of the approach using real-life logfiles from an international telecommunication provider.show moreshow less
Metadaten
Author:Prof. Dr. Vladimir Stantchev, Prof. Dr. Gerrit Tamm, Konstantin Petruch
Parent Title (English):Computers in Human Behavior
Document Type:Article
Language:English
Date of Publication (online):2014/03/06
Publishing Institution:SRH Berlin University of Applied Sciences
Release Date:2014/03/06
Tag:Governance; Human Aspect; IT-Staff; Simulation; System Dynamics
Volume:29
Issue:2
First Page:473
Last Page:485
Note:
Online: https://www.researchgate.net/publication/257252766_Assessing_and_governing_IT-staff_behavior_by_performance-based_simulation
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):License LogoCreative Commons - Namensnennung-Nicht kommerziell-Keine Bearbeitung
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