Application management services analytics

Li, Ying; Li, Ta‐Hsin; Liu, Rong; Yang, Jeaha; Lee, Juhnyoung

doi:10.1109/soli.2013.6611442

Cited by 5 publications

(4 citation statements)

References 2 publications

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“…Moreover, they want to introduce different user roles to the benchmarking tool so that users of a particular role can only do certain things. For instance, an ordinary account user can only view the benchmarking outcome while the account admin can define the benchmarking data range, select the pool, adjust the confidence, etc.. We are continuously developing this tool and have integrated it into the AAP system [1], which will be provided as a PaaS (platform as a service) solution. Currently, we are improving the algorithm on measuring the resolution time KPI so as to speed up its calculation.…”

Section: Discussion and Future Workmentioning

confidence: 99%

“…For instance, the AMS Analytics Platform (AAP) [1], which is developed by IBM Research, provides analytics to measure various operational key performance indicators (KPI) such as ticket volume, ticket resolution time and resource utilization. It also offers investigative analytics and knowledge management tool to uncover ticket root causes and enable reusing resolution knowledge in form of interactive dialogs.…”

Section: Introductionmentioning

confidence: 99%

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Benchmarking Accounts in Application Management Service (AMS)

2014

2014 IEEE International Conference on Services Computing

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This paper describes our latest work on designing and developing a benchmarking system to be applied to AMS (Application Management Service) domain. Benchmarking allows an AMS client or account to understand where it stands in relative to others in terms of its operational performance, and helps it set a realistic target to reach. We elaborate the entire system process in the paper which consists of the following modules: account data collection, cleansing, sampling, mapping and normalization; benchmarking pool formation; KPI (key performance indicator) design for account performance measurement; KPI implementation, evaluation and visualization; and finally, a post-benchmarking analysis. So far, we have applied this benchmarking tool to a dozen of real AMS accounts, and have received some initial yet encouraging feedback.

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Section: Discussion and Future Workmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Benchmarking Accounts in Application Management Service (AMS)

2014

2014 IEEE International Conference on Services Computing

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“…In addition, the contrasts of test procedures were ranked and used the correlation measures in identifying the compatible one. The AMS has been introduced to improve the quality of IT management services. The method uses various factors like productivity of resources, variability in workload with the performance in delivery.…”

Section: Related Workmentioning

confidence: 99%

Multilevel Petri net‐based ticket assignment and IT management for improved IT organization support

Mukunthan

Selvakumar

2019

Concurrency and Computation

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Summary The problem of incident management has been well studied and the ticketing has been handled by various approaches. Still, the methods suffer to produce higher growth in IT service management towards the development of IT organizations. To solve this issue, a multilevel Petri net‐based ticket assignment scheme has been proposed. The method maintains different services in different levels. According to the ticket identified, the ticket has been assigned through number of services in different levels. At each level, the status of service and ticket has been collected and maintained. Similarly, the number of ticket and service states has been generated. For each level and for each service, the method computes the popularity based on their previous ticket management support measure and the error rate. Finally, a single set of services has been selected for the assignment of ticket. At the selected composite service, the six sigma has been applied and validated for the quality of output. Based on the error rate identified, the process has been iterated until an optimal service has been identified. The proposed algorithm identifies an efficient set of services to be assigned for the ticket and improves the performance of ticket management. In addition, the proposed algorithm improves performance of organizational support greatly.

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“…For instance, the AMS Analytics Platform (AAP) (Li, Li, Liu, Yang & Lee, 2013), which is developed by IBM Research, provides analytics to measure various operational key performance indicators (KPI) such as ticket volume, ticket resolution time and resource utilization (Li & Katircioglu, 2013). It also offers investigative analytics and knowledge management tool to uncover ticket root causes and enable reusing resolution knowledge in form of interactive dialogs.…”

Section: Introductionmentioning

confidence: 99%

Socially Enhanced Account Benchmarking in Application Management Service (Ams)

Li¹

2015

STSC

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This paper describes our recent work on designing and developing a socially enhanced benchmarking system to be applied to AMS (Application Management Service) domain. Benchmarking allows an AMS client or account to understand where it stands in relative to others in terms of its operational performance, and helps it set a realistic target to reach. We elaborate the entire system process in the paper which consists of the following seven modules: account data collection, cleansing, sampling, mapping and normalization; account social data mining; benchmarking pool formation and data range selection; KPI (key performance indicator) design for account performance measurement; KPI implementation, evaluation and visualization; benchmarking outcome visualization; and finally, post-benchmarking analysis. So far, we have applied this benchmarking tool to a dozen of real AMS accounts, and have received some initial yet encouraging feedback.

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Application management services analytics

Cited by 5 publications

References 2 publications

Benchmarking Accounts in Application Management Service (AMS)

Benchmarking Accounts in Application Management Service (AMS)

Multilevel Petri net‐based ticket assignment and IT management for improved IT organization support

Socially Enhanced Account Benchmarking in Application Management Service (Ams)

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