Information technology service management: an experimental approach towards IT service prediction

Detalhes bibliográficos
Autor(a) principal: Caldeira, João Carlos Palmela Pinheiro
Data de Publicação: 2009
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/2075
Resumo: Dissertation presented to obtain a Masters degree in Computer Science
id RCAP_06e5be13cebcac0de6467dad2f32289b
oai_identifier_str oai:run.unl.pt:10362/2075
network_acronym_str RCAP
network_name_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository_id_str 7160
spelling Information technology service management: an experimental approach towards IT service predictionEmpirical software engineeringITILIncident managementIT service managementDissertation presented to obtain a Masters degree in Computer ScienceSoftware development and software quality improvement have been strong topics for discussion in the last decades. Software Engineering has always been concerned with theories and best practices to develop software for large-scale usage. However, most times those theories are not validated in real live environments. Therefore, the need for experiments is immense. The incidents database can be an important asset for software engineering teams. If they learn from past experience in service management, then they will be able to shift from a reactive approach to a more proactive one. The main goal of this dissertation is shedding some light on the influential factors that affect incidents lifecycle, from creation to its closure, and also to investigate to what accuracy the ARIMA models are a valid approach to model and predict not only the ITIL incident management process, but also other ITIL processes and services in general. The dissertation presented herein is on the crossroads of Empirical Software Engineering and of the emerging area of Services Science. It describes an experiment conducted upon a sample of incident reports, recorded during the operation of several hundred commercial software products, over a period of three years (2005-2007), on six countries in Europe and Latin America. The incidents were reported by customers of a large independent software vendor. The primary goal of an Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. As a result of this, a software company can make use of a good incident management process to improve several areas of their business, particularly product development, product support, the relation with its customers and their positioning in the marketplace. The underlying research questions refer to the validation of which are the influencing factors affecting the incidents management lifecycle, and also aims at finding the existence of patterns and/or trends in incident creation and resolution based on a time series approach. Additionally, it presents the estimation, evaluation and validation of several ARIMA models created with the purpose of forecasting upon incident resolution based on incident creation historic data. Understanding causal-relationships and patterns on incident management can help software development organizations on optimizing their support processes and in allocating the adequate resources; people and budget.FCT - UNLAbreu, FernandoRUNCaldeira, João Carlos Palmela Pinheiro2009-10-13T11:04:46Z20092009-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/2075enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T03:32:23Zoai:run.unl.pt:10362/2075Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:15:03.821638Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Information technology service management: an experimental approach towards IT service prediction
title Information technology service management: an experimental approach towards IT service prediction
spellingShingle Information technology service management: an experimental approach towards IT service prediction
Caldeira, João Carlos Palmela Pinheiro
Empirical software engineering
ITIL
Incident management
IT service management
title_short Information technology service management: an experimental approach towards IT service prediction
title_full Information technology service management: an experimental approach towards IT service prediction
title_fullStr Information technology service management: an experimental approach towards IT service prediction
title_full_unstemmed Information technology service management: an experimental approach towards IT service prediction
title_sort Information technology service management: an experimental approach towards IT service prediction
author Caldeira, João Carlos Palmela Pinheiro
author_facet Caldeira, João Carlos Palmela Pinheiro
author_role author
dc.contributor.none.fl_str_mv Abreu, Fernando
RUN
dc.contributor.author.fl_str_mv Caldeira, João Carlos Palmela Pinheiro
dc.subject.por.fl_str_mv Empirical software engineering
ITIL
Incident management
IT service management
topic Empirical software engineering
ITIL
Incident management
IT service management
description Dissertation presented to obtain a Masters degree in Computer Science
publishDate 2009
dc.date.none.fl_str_mv 2009-10-13T11:04:46Z
2009
2009-01-01T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/2075
url http://hdl.handle.net/10362/2075
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv FCT - UNL
publisher.none.fl_str_mv FCT - UNL
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
_version_ 1799137802674241536

Registros relacionados