Quantifying the Complexity of IT Service Management Processes

  title={Quantifying the Complexity of IT Service Management Processes},
  author={Yixin Diao and Alexander Keller},
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
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  • IT Infrastructur
  • ITIL Service Support, version 2.3. Office of…
  • 2000
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