TY - GEN
T1 - Application management services analytics
AU - Li, Ying
AU - Li, Ta Hsin
AU - Liu, Rong
AU - Yang, Jeaha
AU - Lee, Juhnyoung
PY - 2013
Y1 - 2013
N2 - Enterprises often maintain many IT applications to support their business. Application Management Services (AMS) aim to maintain high levels of service quality and availability by restoring normal application service operations and minimizing negative business impact. In this paper, we present the AMS Analytics System for improving the productivity and quality of delivery for AMS practices. Issues regarding IT applications are formally referred as IT incidents or tickets, which are an important vehicle for measuring quality of AMS. IT incident ticket analytics, an important component of of the analytics system, measures workload variability, resource productivity and delivery performance using algorithms from statistics, queuing theory, data clustering and signal processing. The AMS Analytics System provides a standardized, integrated analytics platform supporting AMS delivery. It is built on a Web platform using a set of standard open stack software, enhanced with advanced analytics. Since its initial release, we have applied the AMS Analytics System to several dozens of real-world enterprise users, receiving very positive feedback.
AB - Enterprises often maintain many IT applications to support their business. Application Management Services (AMS) aim to maintain high levels of service quality and availability by restoring normal application service operations and minimizing negative business impact. In this paper, we present the AMS Analytics System for improving the productivity and quality of delivery for AMS practices. Issues regarding IT applications are formally referred as IT incidents or tickets, which are an important vehicle for measuring quality of AMS. IT incident ticket analytics, an important component of of the analytics system, measures workload variability, resource productivity and delivery performance using algorithms from statistics, queuing theory, data clustering and signal processing. The AMS Analytics System provides a standardized, integrated analytics platform supporting AMS delivery. It is built on a Web platform using a set of standard open stack software, enhanced with advanced analytics. Since its initial release, we have applied the AMS Analytics System to several dozens of real-world enterprise users, receiving very positive feedback.
KW - Application management services
KW - IT incident analysis
KW - IT incident tickets
KW - IT incidents
KW - incident management
UR - http://www.scopus.com/inward/record.url?scp=84886406087&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84886406087&partnerID=8YFLogxK
U2 - 10.1109/SOLI.2013.6611442
DO - 10.1109/SOLI.2013.6611442
M3 - Conference contribution
AN - SCOPUS:84886406087
SN - 9781479905300
T3 - Proceedings of 2013 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2013
SP - 366
EP - 371
BT - Proceedings of 2013 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2013
T2 - 2013 IEEE International Conference on Service Operations and Logistics, and Informatics, SOLI 2013
Y2 - 28 July 2013 through 30 July 2013
ER -