BDIM - Ferrara

456 views
400 views

Published on

Claudio Bartolini PhD defense presentation.
Ferrara, March 20, 2009

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
456
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

BDIM - Ferrara

  1. 1. Business-driven IT management<br />Claudio Bartolini<br />Supervisor: Prof. Cesare Stefanelli<br />
  2. 2. Context and motivation<br />Business-IT alignment<br />IT management is broader than network and system management<br />Dimensions of IT management:<br />People<br />Technology<br />Processes<br />Optimizing for IT metrics is not the same as optimizing for business metrics<br />Successful alignment of business and IT requires a thorough understanding of the impact of IT on business processes and business results, and vice versa<br />
  3. 3. Contributions<br />Review of state of the art<br />Decision theoretical framework for business-driven IT management<br />Based on quantitative re-definitions of terms such as business impact, risk, urgency<br />A simple “template” BDIM solution for incident prioritization<br />A complete BDIM solution for organizational redesign of an IT support organization<br />
  4. 4. Contributions<br />Review of state of the art<br />Decision theoretical framework for business-driven IT management<br />Based on quantitative re-definitions of terms such as business impact, risk, urgency<br />A simple “template” BDIM solution for incident prioritization<br />A complete BDIM solution for organizational redesign of an IT support organization<br />
  5. 5. State of the art<br />Industry<br />COBIT, ITIL, SOX<br />Academia<br />Series of IEEE workshops on business-driven IT management<br />Some early work on service level management, capacity management, security management, incident management, change management<br />Reviews of the state of the art and research directions:<br />Machiraju, Bartolini, and Casati, Technologies for Business–Driven IT Management,in “Extending Web Services Technologies”, Kluwer Academic<br />Moura, Sauve, Bartolini: Research Challenges of Business-driven IT management, Proceedings of IEEE BDIM 2007<br />Moura, Bartolini, Sauve, Business-driven IT management: Upping the ante of IT, IEEE Communications Magazine 46, n.10, pp. 146-153<br />Bartolini et al (eds), Business-driven IT management – Information Technology from a business perspective , Proceedings of IEEE BDIM 06-09, vol I-IV, IEEE Press<br />
  6. 6. Positioning the work<br />IT ServiceManagement<br />Autonomic Computing<br />IT Governance<br />DecisionSupport<br />Automation<br />
  7. 7. Anatomy of a BDIM solution<br />Identify business metrics of interest<br />Select (technical) performance metrics of interest<br />Model relevant entities and business-IT linkage models<br />Validate models and improve if necessary<br />Use the validated model to support decisions concerning IT solution scenarios (step 2)<br />Evaluate gains in business results, compare to business goals<br />
  8. 8. Modeling requirements for business-driven IT management<br />Modeling of all aspects of IT: infrastructure, processes and tools, people<br />Modeling (legacy) IT infrastructure<br />Modeling of IT and business processes<br />Modeling human behavior<br />Modeling of financial aspects<br />Modeling of monetizable costs and benefits<br />Modeling of intangible costs and benefits<br />Modeling risk<br />Modeling viewpoints of multiple stakeholders<br />Extensive validation<br />
  9. 9. Contributions<br />Review of state of the art<br />Decision theoretical framework for business-driven IT management<br />Based on quantitative re-definitions of terms such as business impact, risk, urgency<br />A simple “template” BDIM solution for incident prioritization<br />A complete BDIM solution for organizational redesign of an IT support organization<br />
  10. 10. Decision theoretical framework for BDIM<br />Motivation:<br /> ITIL and COBIT use naïve definitions of terms such as impact, cost, risk and urgency to prioritize courses of action<br />Approach:<br />Define a utility function expressing stakeholder’s preferences (e.g. business impact or net cost)<br />Define risk as the variance of the utility function<br />Define urgency as the rate of change in time of utility <br />
  11. 11. Contributions<br />Review of state of the art<br />Decision theoretical framework for business-driven IT management<br />Based on constructive re-definitions of terms such as business impact, risk, urgency<br />A simple “template” BDIM solution for incident prioritization<br />A complete BDIM solution for organizational redesign of an IT support organization<br />
  12. 12. An approach to BDIM business-IT linkage models<br />Define business objectives information model<br />Based on Business Scorecard and COBIT<br />Define alignment with a business objective is the measure of the likelihood – given the best knowledge about the current situation – that the objective will be met.<br />Apply prediction techniques to estimate likelihood that objectives will be met<br />Choose among options by maximizing alignment with objectives<br />Described in: Bartolini et al., IT Service Management driven by Business Objectives – An Application to Incident Management, In Proc. IEEE NOMS 2006<br />
  13. 13. Formulation of the incident prioritization problem<br />Minimize impact<br /><ul><li>Capacity constraints
  14. 14. Incident assigned to one priority level
  15. 15. xjk = 1 if incident j assigned to priority level k</li></li></ul><li> Business-driven prioritization of incidents<br />Based on the approach described earlier (Bartolini et al., IT Service Management driven by Business<br />Objectives – An Application to Incident Management, in Proc. IEEE NOMS 2006)<br />
  16. 16. Contributions<br />Review of state of the art<br />Decision theoretical framework for business-driven IT management<br />Based on constructive re-definitions of terms such as business impact, risk, urgency<br />A simple “template” BDIM solution for incident prioritization<br />A complete BDIM solution for organizational redesign of an IT support organization<br />
  17. 17. A complete BDIM solution for incident management<br />Analysis of the incident management process<br />Metrics for performance evaluation of the IT support organization<br />Optimizing the incident management process through simulation<br />Visualization techniques for guided performance analysis<br />
  18. 18. Analysis of the incident management process<br />Described in Barash, Bartolini and Wu, Measuring and Improving the Performance of an IT Support<br />Organization in Managing Service Incidents, in Proc. IEEE BDIM 2007<br />
  19. 19. Evaluating performance of the IT support organization<br />Routing between assignment groups<br />Number of reassignments<br />Time to closure after reassignment<br />Number of incidents with largeprocessing time<br />Number of assignment cycles<br />Number of cross-level reassignments<br />Operations within assignment groups<br />Number of incidents treated <br />Number of incidents received vs. number resolved<br />Assignment groups that were bottlenecks<br />Mined logs of real installations to extract values for the metrics, described in Barash, Bartolini and Wu, Measuring and Improving the Performance of an IT Support Organization in Managing Service Incidents, in Proc. IEEE BDIM 2007<br />
  20. 20. Optimizing the incident management process through simulation<br />Operator transaction time determined from history assuming a lognormal distribution of work time<br />Support group transition probability determined from history to be equal to the observed transition frequency<br />Incident generation and closure dealt consistently with transition:<br />Incident generation is done through re-sampling of the historic incident pool<br />Incident closure is treated as a transition to the “resolved” state<br />Described in Bartolini, Stefanelli and Tortonesi, “SYMIAN: a Simulation Tool for the<br />Optimization of the IT Incident Management Process”, In proc. IEEE DSOM 2008<br />
  21. 21. Incident transitions frequency<br />Used as transition matrix for the incident transition process between workgroups<br />
  22. 22. Experiments<br />Is the process really Markovian (memory-less)?<br />We expected to experience some some loss of information due to memory-less-ness assumption<br />Example: the probability of closure of an incident by a support group may be dependent on the age of the ticket<br />Bayesian correction of the default “transition probability equals transition frequency” assumption<br />However, the experiments confirmed that the loss of information is virtually nil<br />
  23. 23. Experimental results show high fidelity<br />Incident count<br />Support group<br />Number of incidents<br />Number of reassignments<br />
  24. 24. Visualization techniques for guided performance analysis<br />Described in Bartolini, IT Incident Management as a Collaborative Process: a Visualization <br />Tool inspired to Social Networks, In Proc. ACM SIGCHI CollaborateCom 2008<br />
  25. 25. Impact of the research<br />Technology transferred into HP products for IT Analytics<br />Patent applications<br />Publications<br />
  26. 26. Publications<br />Journals, book chapters and editorial activity<br />Jacques Sauve, Rodrigo Santos, Rodrigo Reboucas, Antao Moura, Claudio Bartolini (2009), Change Priority Determination in IT Service Management Based on Risk Exposure, In IEEE Transactions on Network and Service Management, IEEE press – to appear<br />Antao Moura, Claudio Bartolini, Jacques Sauve (2008), “Business-driven IT management: Upping the Ante of IT”, in IEEE Communication Magazine Vol. 46, n. 10, pp. 146-153<br />Andrew Farrell, Marek Sergot, and Claudio Bartolini (2006), "Formalising Workflow: A CCS-inspired Characterisation of the YAWL Workflow Patterns“, In Group Decision and Negotiation, Special issue on Formal Modeling of Electronic Commerce, Springer. <br />Andrew Farrell, Marek Sergot, Mathias Sallé and Claudio Bartolini (2005), "Performance Monitoring of Service-Level Agreements for Utility Computing Using the Event Calculus“, In International Journal of Cooperative Information Systems (IJCIS), Special issue on Contract Architecture and Languages, Vol. 14, Nos. 2-3 (June & September 2005) pp. 99-130<br /><ul><li>Vijay Machiraju, Claudio Bartolini and Fabio Casati (2004), "Technologies for Business Driven IT Management" . In L. Cavedon, Z. Maamar, D. Martin, and B. Benatallah (editors) "Extending Web Services Technologies: the Use of Multi-Agent Approaches", Kluwer Academic Publishers, 2004</li></ul>Claudio Bartolini, Kemal Bhatthacharya and Jacques Sauvé, editors (2009)"Information Technology Management from a Business Perspective – volume II. Proceedings of the second IEEE international workshop on Business-driven IT Management - BDIM '07", IEEE Press, to appear<br />Claudio Bartolini, Akhil Sahai and Jacques Sauvé, editors (2008)"Information Technology Management from a Business Perspective – volume III. Proceedings of the second IEEE international workshop on Business-driven IT Management - BDIM '07", IEEE Press<br />Claudio Bartolini, Akhil Sahai and Jacques Sauvé, editors (2007)"Information Technology Management from a Business Perspective – volume II. Proceedings of the second IEEE international workshop on Business-driven IT Management - BDIM '07", IEEE Press, ISBN 1-4244-1295-1<br />Claudio Bartolini, Akhil Sahai and Jacques Sauvé, editors (2006)"Information Technology Management from a Business Perspective – volume I. Proceedings of the first IEEE international workshop on Business-driven IT Management - BDIM '06", IEEE Press, ISBN 1-4244-0176-3 <br />Plus 5 tutorials and 20+ refereed publications in international conference proceedings<br />
  27. 27. Conclusions<br />Context: Business-driven IT management<br />Contributions:<br />Review of state of the art<br />Decision theoretical framework for business-driven IT management<br />A simple “template” BDIM solution for incident prioritization<br />A complete BDIM solution for organizational redesign of an IT support organization<br />

×