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Who Do You Call? Problem Resolution through Social Compute Units

  • Bikram Sengupta
  • Anshu Jain
  • Kamal Bhattacharya
  • Hong-Linh Truong
  • Schahram Dustdar
Part of the Lecture Notes in Computer Science book series (LNCS, volume 7636)

Abstract

Service process orchestration using workflow technologies have led to significant improvements in generating predicable outcomes by automating tedious manual tasks but suffer from challenges related to the flexibility required in work especially when humans are involved. Recently emerging trends in enterprises to explore social computing concepts have realized value in more agile work process orchestrations but tend to be less predictable with respect to outcomes. In this paper we use IT services management, specifically, incident management for large scale systems, to investigate the interplay of workflow systems and social computing. We apply a recently introduced concept of Social Compute Units, and flexible teams sourced based on various parameters such as skills, availability, incident urgency, etc. in the context of resolution of incidents in an IT service provider organization. Results from simulation-based experiments indicate that the combination of SCUs and workflow based processes can lead to significant improvement in key service delivery outcomes, with average resolution time per incident and number of SLO violations being at times as low as 52.7% and 27.3% respectively of the corresponding values for pure workflow based incident management.

Keywords

Problem Resolution Social Compute Incident Management Faulty Component Service Level Objective 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2012

Authors and Affiliations

  • Bikram Sengupta
    • 1
  • Anshu Jain
    • 1
  • Kamal Bhattacharya
    • 1
  • Hong-Linh Truong
    • 2
  • Schahram Dustdar
    • 2
  1. 1.IBM ResearchIndia
  2. 2.Distributed Systems GroupVienna University of TechnologyAustria

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