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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.
Metadaten
Author:Prof. Dr. Vladimir Stantchev, Prof. Dr. Gerrit Tamm, Konstantin Petruch
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):License LogoCreative Commons - Namensnennung-Nicht kommerziell-Keine Bearbeitung
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