Maximizing 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