Quantifying the Complexity of IT Service Management Processes

@inproceedings{Diao2006QuantifyingTC,
  title={Quantifying the Complexity of IT Service Management Processes},
  author={Yixin Diao and Alexander Keller},
  booktitle={DSOM},
  year={2006}
}
Enterprises and service providers are increasingly looking to process-based automation as a means of containing and even reducing the labor costs of systems management. However, it is often hard to quantify and predict the additional complexity introduced by IT service management processes before they actually have been deployed. Our approach consists in looking at this problem from a different, new perspective by regarding complexity as a surrogate for potential labor cost and humanerror… CONTINUE READING
Highly Cited
This paper has 21 citations. REVIEW CITATIONS

From This Paper

Figures, tables, and topics from this paper.

Citations

Publications citing this paper.
Showing 1-10 of 17 extracted citations

References

Publications referenced by this paper.
Showing 1-6 of 6 references

Library

  • IT Infrastructur
  • ITIL Service Support, version 2.3. Office of…
  • 2000
Highly Influential
9 Excerpts

Similar Papers

Loading similar papers…