Takabi, H., & Joshi, J. B. D. (2012). Policy management as a service: an approach to manage policy heterogeneity in cloud computing environment. 45th Hawaii International Conference on System Sciences (HICSS). 5500-5508. doi:10.1109/HICSS.2012.475.
In this research on cloud management frameworks, Takabi and Joshi, researchers in the school of information sciences at the University of Pittsburgh, attempt to introduce Policy Management as a Service (PMaaS) to prevent security and privacy issues of cloud computing that are delaying fast adoptions of cloud computing and security mechanisms. The authors describe that PMaaS is a desirable solution designed to give users a unified control point for managing access policies to control access to their resources. In other words, it can reduce security issues of cloud computing by putting users in full control of their resources regardless of where they are stored. This understanding of the security and privacy risk will play an important role for developing the effective solutions that enable integrated access control system and can be used worldwide.
Anerousis, N., Diao, Y.,& Heching, A. (2010, April). Elements of system design optimization in service quality management. Network Operations and Management Symposium (NOMS), 2010 IEEE, 19-23. doi:10.1109/NOMS.2010.5488434.
There is a lot of competition between Information Technology (IT) service providers for the customers’ attention. Service quality has emerged as a key area of opportunity to innovate and deliver outstanding results to the customers. Besides, IT service providers have been trying to reduce costs while improving the quality of their services. In this research, the authors, researchers at the International Business Machines (IBM) Corporation, introduce an optimized system model adopted from the Lean Sigma methodology, which is a quality control framework, to minimize the variance of key quality indicators and deliver predictable capabilities. The optimized system model, as guidelines, enables an IT service provider company to receive, classify, and distribute their work. In conclusion, the model improves service quality with lower cost in the IT incident management process.
Diao, Y., Heching, A., Northcutt, D.& Stark, G. (2011, December). Modeling a complex global service delivery system. Simulation Conference (WSC), Proceedings of the 2011 Winter, 690-702. doi:10.1109/WSC.2011.6147797.
In this research, the authors, researchers at the International Business Machines (IBM) Corporation, describe the applicability of a modeling framework for analyzing complex service delivery systems. This study shows that the model is a solution for enterprises and Information Technology (IT) service providers to improve the quality of service at lower the cost of service delivery. The interaction among key factors in the model enables decision-making around staffing skill levels, scheduling, and service level constraints in system design. In the simulation-based approach section, the authors demonstrate the flow and core complements of the model, which consist of service requests, service delivery units, dispatching engine, and performance calculation. The model supports IT service provider companies to effectively balance dynamic customer workload, strict service level constraints, and diverse service personnel skills.
Heikkinen, S.& Jantti, M. (2012, September). Identifying IT Service Management Challenges: A Case Study in Two IT Service Provider Companies. Database and Expert Systems Applications (DEXA), 2012 23rd International Workshop, 55-59. doi:10.1109/DEXA.2012.32.
Heikkinen and Jantti’s research proposes types of challenges existing in Information Technology Service Management (ITSM) from Information Technology (IT) service provider’s perspective. Information Technology Infrastructure Library (ITIL) is widely used ITSM approach and explains a way to structure service management. ITIL approaches service management from the service lifecycle viewpoint. The researchers focus on Continual Service Improvement (CSI) that is one of the service lifecycle phases. IT services should be significantly improved and developed to increase quality and cost effectiveness, and CSI is capable of enabling identification of bottlenecks and weak areas in the services. In conclusion, this research results will contribute to IT service provider companies who use CSI as an actual improvement target to avoid ITSM challenges.
Rosu, D., Cheng, W., Jan, E., & Ayachitula, N. (2012, July). Connecting the dots in IT service delivery: From operations content to high-level business insight. Service Operations and Logistics, and Informatics (SOLI). IEEE International Conference, 410-415. doi:10.1109/SOLI.2012.6273572.
Nowadays, Information Technology (IT) service providers rely on analyzing data to make strategic decisions to drive a highly cost-effective IT service delivery business. Understanding the collective value of various aspects of delivery operations are invaluable to achieve excellent service quality and solid profit margin. Nonetheless, the inability to integrate data models and taxonomies across business components is causing an issue. In this study, the authors, researchers at the International Business Machines (IBM) Corporation, introduce one of innovative solutions, which is called Business-Knowledge Discovery Component (B-KDC), to bridge the gaps between available content and higher-level business insights. B-KDC is a fundamental component of an IT service delivery business information system and contains content analysis tools. The authors also identify the main business problems and explain how B-KDC can address them through a number of techniques such as data-quality awareness and semi-automated adaptability.
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