The Experts below are selected from a list of 3386142 Experts worldwide ranked by ideXlab platform
Claudio Bartolini - One of the best experts on this subject based on the ideXlab platform.
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a framework for risk assessment based on analysis of historical information of workflow execution in IT systems
Computer Networks, 2011Co-Authors: Juliano Araujo Wickboldt, Luis Armando Bianchin, Roben Castagna Lunardi, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Claudio BartoliniAbstract:Services provided by modern organizations are usually designed, deployed, and supported by large-scale IT infrastructures. In order to obtain the best performance out of these services, IT is essential that organizations enforce rational practices for the Management of the resources that compose their infrastructures. A common point in most guides and libraries of best practices for IT Management - such as ITIL or COBIT - is the explicIT concern wITh the risks related to IT activITies. Proactively dealing wITh adverse and favorable events that may arise during everyday operations might prevent, for example: delay on deployment of services, cost overrun in activITies, predictable failures of handled resources, and, consequently, waste of money. Although important, risk Management in practice usually lacks in automation and standardization in IT environments. Therefore, in this article, we introduce a framework to support the automation of some key steps of risk Management. Our goal is to organize risk information related to IT activITies providing support for decision making thus turning risk response planning simpler, faster, and more accurate. The proposed framework is targeted to workflow-based IT Management systems. The fundamental approach is to learn from problems reported in the history of previously conducted workflows in order to estimate risks for future executions. We evaluated the applicabilITy of the framework in two case studies both in IT related areas, namely: IT change Management and IT project Management. The results show how the framework is not only useful to speed up the risk assessment process, but also to assist the decision making of project managers and IT operators by organizing risk detailed information in a comprehensive way.
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Change PriorITy Determination in IT Service Management Based on Risk Exposure
IEEE Transactions on Network and Service Management, 2008Co-Authors: Jacques Sauve, Rodrigo Santos, Rodrigo Reboucas, Antao Moura, Claudio BartoliniAbstract:In the Change Management process wIThin IT Service Management, some activITies need to evaluate the risk exposure associated wITh changes to be made to the infrastructure and services. The paper presents a method to evaluate risk exposure associated wITh a change. Further, we show how to use the risk exposure metric to automatically assign priorITies to changes. The formal model developed for this purpose captures the business perspective by using financial metrics in the evaluation of risk. Thus the method is an example of Business-Driven IT Management. A case study, performed in conjunction wITh a large IT service provider, is reported and provides good results when compared to decisions made by human managers.
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business driven decision support for change Management planning and scheduling of changes
Distributed Systems: Operations and Management, 2006Co-Authors: J Sauve, Rodrigo Reboucas, Antao Moura, Claudio Bartolini, Abdel Boulmakoul, David TrastourAbstract:From the results of a web survey we carried out in 2006, the main challenge in IT change Management from a change manager's perspective was identified as planning and scheduling of changes. This paper begins to address this problem by taking business considerations into account; this is done through a business-driven IT Management (BDIM) approach. A reference archITecture that follows BDIM principles is sketched; IT includes a mathematical model linking IT availabilITy metrics to business objectives. Monetary loss due to service level violations on service availabilITy is used as the main business metric. We present a numerical illustration of how the derived metrics may support change Management decisions in order to plan and schedule changes to minimize adverse business impact.
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IT service Management driven by business objectives an application to incident Management
Network Operations and Management Symposium, 2006Co-Authors: Claudio Bartolini, Mathias Salle, David TrastourAbstract:In this paper we address the problem of ensuring business-IT alignment. We describe a method and a system for decision support in IT Service Management driven by alignment wITh the business objectives of the enterprise that the IT supports. Our technical proposITion, called IT Management by Business Objectives (MBO) is applicable to most of the domains of IT Service Management, such as incident Management, change Management, and others. The technology consists of some components that are reusable across domains, together wITh guidelines and patterns for building complementary components in order to develop domain-specific solutions.
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Management by contract
Network Operations and Management Symposium, 2004Co-Authors: Mathias Salle, Claudio BartoliniAbstract:Companies are increasingly seeking to manage their IT infrastructure in light of their business objectives. To address this need, we introduce Management by contract (MbC) as a new paradigm for IT Management. We propose a way of formalizing and analyzing contractual relationships in order to better inform IT-related decisions. In this paper, we present the information model that underpins MbC and describe our contract-based analysis algorIThm.
Walter Brenner - One of the best experts on this subject based on the ideXlab platform.
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ITil as common practice reference model for IT service Management formal assessment and implications for practice
IEEE International Conference on e-Technology e-Commerce and e-Service, 2005Co-Authors: Axel Hochstein, Ruediger Zarnekow, Walter BrennerAbstract:Due to enhanced focus on the customer in the planning, development and delivery of information services, IT service Management has become increasingly important. These days IT Management is focussing particularly on the de facto standard ITIL (IT Infrastructure Library) for implementing IT service Management. In doing this, deficITs of the ITIL reference model are often being overlooked, the benefITs are merely assumed and misunderstandings spread. This results in uncertainties, unfulfilled expectations and problems in the execution of ITIL transformation projects. Against this background the article crITically assesses the ITIL reference model. A formal analysis of the model on the basis of established crITeria according to the principles for proper modelling is undertaken and implications for IT Management are deduced from this. Four case studies of ITIL transformation projects conducted for this purpose, as well as an analysis of the ITIL documents, serve as basis for the assessment.
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distribution of cost over the application lifecycle a multi case study
European Conference on Information Systems, 2005Co-Authors: Ruediger Zarnekow, Walter BrennerAbstract:IT Management focuses on planning and developing new IT solutions. The importance of production (operation, support, maintenance) and further development of existing solutions is often neglected, although these tasks are responsible for the majorITy of today’s IT costs. The paper presents the results of a survey of the life cycle costs of 30 IT application systems. WIThin the survey, the distribution of costs over the application life cycle was recorded and evaluated. The results show the central importance of recurring costs for production and further development. For a production time of 5 years these costs amounted to 79% of all life cycle costs, whereas only 21% of the costs were incurred during the planning and inITial development stages. Further findings include an evaluation of the poor qualITy of the cost data and the important role of business unITs as service providers.
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service oriented IT Management benefIT cost and success factors
European Conference on Information Systems, 2005Co-Authors: Axel Hochstein, Gerrit Tamm, Walter BrennerAbstract:Due to an enhanced customer focus in the planning, development and delivery of IT services, service-oriented IT Management has become increasingly important. This paper investigates to what effect service-oriented IT Management has already been put into place in European companies. BenefIT and cost categories of integrating service-oriented principles into IT Management processes are analyzed. AddITionally success factors for implementing serviceoriented IT Management are investigated. For this purpose, six case studies were conducted. The sITuation of IT Management before and after implementation was analyzed and comments are made on the corresponding transformation projects. Based on the case studies, this paper shows three typical benefIT categories of service-oriented IT Management. Eight cost categories for implementing and operating service-oriented IT Management processes are discussed and six success factors of pertinent re-organization projects are identified. Findings can serve as guidelines for other IT organizations and can be used as enabler for getting informed decisions regarding the inITiation of service-oriented IT Management. Finally, the article highlights four current trends for service-oriented IT Management and further research is outlined.
Stephen H Holden - One of the best experts on this subject based on the ideXlab platform.
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managing information technology in the federal government assessing the development and application of agency wide policies
Government Information Quarterly, 1996Co-Authors: Stephen H HoldenAbstract:Abstract Growing interest in Federal agencies' Management of information technology (IT) has prompted an examination of possible causes for problems in managing information technology. Members of both the Executive and Legislative Branches believe the problems result from ineffective OMB policies. Recent research shows, though, that agency Management problems have resulted, in part, from the ineffectual application of OMB policy by agencies. This article examines what factors support or impede agency application and enforcement of IT Management policy.
Yash P. Gupta - One of the best experts on this subject based on the ideXlab platform.
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Impact of Information Technology Management Practices on Customer Service
Journal of Management Information Systems, 2001Co-Authors: J Karimi, Toni M. Somers, Yash P. GuptaAbstract:Recently, despITe huge incentives and subsequent increases in investment in customer relationship Management technology, many firms have not been able to increase their customer satisfaction index ratings. The purpose of this paper is to gauge whether IT Management practices differ among firms where IT has a major role in transforming marketing, operations, or both, which give the firms advantage by affecting their customer service. Several research hypotheses are tested using data obtained from a survey of 213 IT-leaders in the financial services industry. The results clearly indicate that the IT-leader firms have a higher level of IT Management sophistication and a higher role for their IT-leaders compared to IT-enabled customer focus, IT-enabled operations focus, and IT-laggard firms. This paper concludes wITh the implications for both researchers and practITioners.
David Trastour - One of the best experts on this subject based on the ideXlab platform.
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business driven decision support for change Management planning and scheduling of changes
Distributed Systems: Operations and Management, 2006Co-Authors: J Sauve, Rodrigo Reboucas, Antao Moura, Claudio Bartolini, Abdel Boulmakoul, David TrastourAbstract:From the results of a web survey we carried out in 2006, the main challenge in IT change Management from a change manager's perspective was identified as planning and scheduling of changes. This paper begins to address this problem by taking business considerations into account; this is done through a business-driven IT Management (BDIM) approach. A reference archITecture that follows BDIM principles is sketched; IT includes a mathematical model linking IT availabilITy metrics to business objectives. Monetary loss due to service level violations on service availabilITy is used as the main business metric. We present a numerical illustration of how the derived metrics may support change Management decisions in order to plan and schedule changes to minimize adverse business impact.
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IT service Management driven by business objectives an application to incident Management
Network Operations and Management Symposium, 2006Co-Authors: Claudio Bartolini, Mathias Salle, David TrastourAbstract:In this paper we address the problem of ensuring business-IT alignment. We describe a method and a system for decision support in IT Service Management driven by alignment wITh the business objectives of the enterprise that the IT supports. Our technical proposITion, called IT Management by Business Objectives (MBO) is applicable to most of the domains of IT Service Management, such as incident Management, change Management, and others. The technology consists of some components that are reusable across domains, together wITh guidelines and patterns for building complementary components in order to develop domain-specific solutions.
