Synthetic incident generation in the reenactment of IT support organization behavior

Abstract

In IT service management, IT support organizations are the entities in charge of restoring normal service operation after a disruption. Building accurate models of IT support organizations is useful for several purposes, such as optimal workforce allocation and what-if scenario analysis. However, the complexity of real-life IT support organizations makes it… (More)

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@article{Bartolini2013SyntheticIG, title={Synthetic incident generation in the reenactment of IT support organization behavior}, author={Claudio Bartolini and Cesare Stefanelli and Mauro Tortonesi}, journal={2013 IFIP/IEEE International Symposium on Integrated Network Management (IM 2013)}, year={2013}, pages={126-133} }