Governance Policies in IT Service Support

Abhinay Puvvala, Veerendra K. Rai

2017

Abstract

IT Service support provider, whether outsourced or kept in-house, has to abide by the Service Level Agreements (SLA) that are derived from the business needs. Critical for IT Service support provider are the human resources that are expected to resolve tickets. It is essential that the policies, which govern the tickets’ movement amongst these resources, follow the business objectives such as service availability and cost reduction. In this study, we propose an agent based model that represents an IT Service Support system. A vital component in the model is the agent ‘Governor’, which makes policy decisions by reacting to changes in the environment. The paper also studies the impact of various behavioural attributes of the Governor on the service objectives.

References

  1. Assunçao, M. D., Cavalcante, V. F., de C Gatti, M. A., Netto, M. A., Pinhanez, C. S., & de Souza, C. R. (2012, December). Scheduling with preemption for incident management: when interrupting tasks is not such a bad idea. In Proceedings of the Winter Simulation Conference (p. 403).
  2. Auer, P. (2002). Using confidence bounds for exploitation-exploration trade-offs. Journal of Machine Learning Research, 3(Nov), 397-422.
  3. Bartolini, C., & Sallé, M. (2004, November). Business driven prioritization of service incidents. In International Workshop on Distributed Systems: Operations and Management (pp. 64-75). Springer Berlin Heidelberg.
  4. Bassamboo, A., Harrison, J. M., & Zeevi, A. (2006). Design and control of a large call center: Asymptotic analysis of an LP-based method. Operations Research, 54(3), 419-435.
  5. Bonabeau, E. (2002). Agent-based modeling: Methods and techniques for simulating human systems. Proceedings of the National Academy of Sciences, 99(suppl 3), 7280-7287.
  6. Cannon, D., Wheeldon, D., Taylor, S., & Office of Government Commerce. (2007). ITIL:[IT service management practices; ITIL v3 core publications][4]. Service operation. TSO (The Stationery Office).
  7. Casti, J. (1997) Would-Be Worlds: How Simulation Is Changing the World of Science (Wiley, New York).
  8. Davidsson, P. (2002). “Agent based social simulation: A computer science view”. Journal of artificial societies and social simulation, 5(1).
  9. Gurvich, I., Armony, M., & Mandelbaum, A. (2008). Service-level differentiation in call centers with fully flexible servers. Management Science, 54(2), 279-294.
  10. Jennings, N. R. (2000). On agent-based software engineering, Artificial Intelligence, 117:277-296.
  11. Jha, A. K., Puvvala, A., Mehta, S., Rai, V. K., & Vin, H. M. (2014). An Agent Based Approach for Effort Estimation in Production Support. Proceedings of the 25th Australasian Conference on Information Systems, 8th - 10th December, Auckland, New Zealand [179].
  12. Lunardi, R. C., Andreis, F. G., da Costa Cordeiro, W. L., Wickboldt, J. A., Dalmazo, B. L., dos Santos, R. L., & Bartolini, C. (2010, April). On strategies for planning the assignment of human resources to it change activities. In 2010 IEEE Network Operations and Management Symposium- 2010 (pp. 248-255). IEEE.
  13. Mataric, M. J. (1993). “Designing emergent behaviors: From local interactions to collective intelligence”. In: Proceedings of the Second International Conference on Simulation of Adaptive Behavior (pp. 432-441).
  14. Pinedo, M. Scheduling: theory, algorithms and systems, Prentice-Hall, Englewood Cliffs, NJ 1995.
  15. Robbins, H. (1985). Some aspects of the sequential design of experiments. In Herbert Robbins Selected Papers (pp. 169-177). Springer New York.
  16. Rothkopf, M. H. (1966). Scheduling independent tasks on parallel processors. Management Science, 12(5), 437- 447.
  17. Sallé, M. (2004). IT Service Management and IT Governance: review, comparative analysis and their impact on utility computing. Hewlett-Packard Company, 8-17.
  18. Waldrop, M. M. (1992). Complexity: The Emerging Science at the Edge of Order and Chaos. New York, NY: Touchstone.
  19. Zaffar, M. A., Kumar, R. L. and Zhao, K. (2008). “Diffusion Dynamics of Open-Source Software in the Presence of Upgrades: An Agent-Based Computational Economics (ACE) Approach”, In: Twenty Ninth International Conference on Information Systems (ICIS 2008) Paris: Paper.55.
Download


Paper Citation


in Harvard Style

Puvvala A. and Rai V. (2017). Governance Policies in IT Service Support . In Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 1: ICEIS, ISBN 978-989-758-247-9, pages 512-519. DOI: 10.5220/0006312805120519


in Bibtex Style

@conference{iceis17,
author={Abhinay Puvvala and Veerendra K. Rai},
title={Governance Policies in IT Service Support},
booktitle={Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 1: ICEIS,},
year={2017},
pages={512-519},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0006312805120519},
isbn={978-989-758-247-9},
}


in EndNote Style

TY - CONF
JO - Proceedings of the 19th International Conference on Enterprise Information Systems - Volume 1: ICEIS,
TI - Governance Policies in IT Service Support
SN - 978-989-758-247-9
AU - Puvvala A.
AU - Rai V.
PY - 2017
SP - 512
EP - 519
DO - 10.5220/0006312805120519