Simulation-Based IT Process Governance

Abstract

IT departments within enterprises often utilize incident management and ticketing systems. While performance data from such systems is often stored in logfiles it is rarely evaluated extensively. In this work we assess the applicability of an approach for extended evaluation of logged data from such systems. Our evaluation is focused on Key Performance Indicators (KPIs) and aims to discover more in-depth insights as compared to typical data visualization and dashboard techniques. We also present a practical case study where we demonstrate the feasibility of the approach using real-life logfiles from an international telecommunication provider. Our modeling methodology is based on the approach of System Dynamics. © Springer-Verlag Berlin Heidelberg 2013.