Maximizing management performance and quality with service analytics (Hershey, 2015). - ОГЛАВЛЕНИЕ / CONTENTS

Навигация

Архив выставки новых поступлений | Отечественные поступления | Иностранные поступления | Сиглы
ОбложкаMaximizing management performance and quality with service analytics / eds.: Y.Diao, D.Rosu. - Hershey: Busines science reference/ IGI Global, 2015. - xxiii, 465 p.: ill., tab. - (Advances in logistics, operations, and management science (ALOMS) book series) (Premier reference source). - Bibliogr. at the end of the chapters. - Ind.: p.463-465. - ISBN 978-1-4666-8496-6; ISSN 2327-350X
Шифр: (И/У52-М42) 02

 

Место хранения: 02 | Отделение ГПНТБ СО РАН | Новосибирск

Оглавление / Contents
 
Foreword ....................................................... xv

Preface ...................................................... xvii

                              Section 1
      Resource Management Optimal Management of Human Resources 
          and Skills for Balanced Costs and SLA Attainment

Chapter 1
Capacity Planning and Management of IT Incident Management 
Services based on Queuing Models ................................ 1
   Ta-Hsin Li, IBM T.J. Watson Research Center, USA
   Juhnyoung Lee, IBM T.J. Watson Research Center, USA

Chapter 2
Modeling and Optimization of Complex Service Delivery Systems .. 33
   Yixin Diao, IBM T.J. Watson Research Center, USA
   Aliza Heching, IBM T.J. Watson Research Center, USA

Chapter 3
Organizational Models for Service Delivery ..................... 53
   Gargi B. Dasgupta, IBM Research, India 
   Shivali Agarwal, IBM Research, India 
   Renuka Sindhgatta, IBM Research, India

Chapter 4
Optimization of Service Development Strategy in a Global 
Environment .................................................... 86
   Nianjun Zhou, IBM T.J. Watson Research Center, USA
   Wesley M. Gifford, IBM T.J. Watson Research Center, USA

Chapter 5
Improving Application Management Services through Ticket 
Data Clustering ............................................... 119
   Ying Li, IBM T. J. Watson Research Center, USA

Chapter 6
Service Delivery Resource Management Using a Socially
Enhanced Resource Model ....................................... 148
   Rong Liu, IBM T. J. Watson Research Center, USA
   Shivali Agarwal, IBM Research - India, Bangalore, India
   Renuka R. Sindhgatta, IBM Research - India, Bangalore, 
   India
   Juhnyoung Lee, IBM T. J. Watson Research Center, USA

                              Section 2
           Operations Management Optimizations of Service
        Operations - Incident, Problem, and Change Management

Chapter 7
Tuning up IT Services using Monitoring Configuration 
Analytics ..................................................... 179
   Liang Tang, Florida International University, USA
   Chunqiu i Zeng, Florida International University, USA
   Tao Li, Florida International University, USA
   Larisa (Laura) Shwartz, IBM T.J. Watson Research Center,
   USA
   Genady Ya. Graharnik, St. John's University, USA

Chapter 8
Using Visual Analytics to Diagnose Productivity and Quality 
Issues on IT Service Pools .................................... 207
   Victor Cavalcante, IBM Research, Brazil Heloisa Candello,
   IBM Research, Brazil
   Claudio Pinhanez, IBM Research, Brazil 
   Alan Braz, IBM Research, Brazil
   Franklin Amorin, IBM Research, Brazil
   Nelson Nauata, IBM Research, Brazil

Chapter 9
Optimization Model for IT Change Management ................... 233
   Yixin Diao, IBM Thomas J. Watson Research Center, USA
   Daniela Rosu, IBM Thomas J. Watson Research Center, USA 
   Leila Zia, Stanford University, USA

Chapter 10
Using Machine Learning and Probabilistic Frameworks to
Enhance Incident and Problem Management: Automated 
Ticket Classification and Structuring ......................... 259
   Anca Sailer, IBM, USA
   Ruchi Mahindru, IBM, USA
   Yang Song, Microsoft, USA
   Xing Wei, Inmobi, USA

                              Section 3
        Process Management Optimization of Process Management 
            using Innovative, IT Services-Specific Models

Chapter 11
A Mashup-Based Approach to Optimize Human Performance in 
IT Service Management ......................................... 300
   Carlos Raniery Paula dos Santos, Federal University of 
   Rio Grande do Sul, Brazil
   Lisandro Zambenedetti Granville, Federal University of
   Rio Grande do Sul, Brazil
   David Loewenstern, White Pages, USA
   Larisa Shwartz, IBM T.J. Watson Research Center, USA
   Nikos Anerousis, IBM T.J. Watson Research Center, USA

Chapter 12
A Service-Oriented Algebra for Optimizing the Management
of Service Requests ........................................... 337
   Roman Vaculín, IBM Research, USA Yi-Min Chee, IBM
   Research, USA
   Daniel V. Oppenheim, IBM Research, USA
   Lav R. Varshney, University of Illinois at Urbana-
   Champaign, USA

Chapter 13
Predictive Analytics for Business Processes in Service
Management .................................................... 366
   Yurdaer N. Doganata, IBM T.J. Watson Research Center, 
   USA
   Geetika T. Lakshmanan, IBM T.J. Watson Research Center,
   USA Merve Unuvar, IBM
   T.J. Watson Research Center, USA

Chapter 14
Optimizing Cloud Storage Management Services .................. 404
   Gabriel Alatorre, IBM Research Almaden, USA
   Sandeep Gopisetty, IBM Research Almaden, USA
   Divyesh Jadav, IBM Research - Almaden, USA
   Bryan Langston, IBM Research Almaden, USA
   Nagapramod Mandagere, IBM Research Almaden, USA
   Ramani Routray, IBM Research Almaden, USA
   Heiko Ludwig, IBM Research Almaden, USA

About the Contributors ........................................ 453

Compilation of References ..................................... 430

Index ......................................................... 463


Архив выставки новых поступлений | Отечественные поступления | Иностранные поступления | Сиглы
 


[О библиотеке | Академгородок | Новости | Выставки | Ресурсы | Библиография | Партнеры | ИнфоЛоция | Поиск | English]
  Пожелания и письма: www@prometeus.nsc.ru
© 1997-2019 Отделение ГПНТБ СО РАН (Новосибирск)
Статистика доступов: архив | текущая статистика
 

Документ изменен: Wed Feb 27 14:30:02 2019. Размер: 9,298 bytes.
Посещение N 157 c 30.01.2018