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A Mashup-Based Approach to Optimize Human Performance in IT Service Management

A Mashup-Based Approach to Optimize Human Performance in IT Service Management

Carlos Raniery Paula dos Santos, Lisandro Zambenedetti Granville, David Loewenstern, Larisa (Laura) Shwartz, Nikos Anerousis
Copyright: © 2015 |Pages: 37
ISBN13: 9781466684966|ISBN10: 1466684968|EISBN13: 9781466684973
DOI: 10.4018/978-1-4666-8496-6.ch011
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MLA

Paula dos Santos, Carlos Raniery, et al. "A Mashup-Based Approach to Optimize Human Performance in IT Service Management." Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, IGI Global, 2015, pp. 300-336. https://doi.org/10.4018/978-1-4666-8496-6.ch011

APA

Paula dos Santos, C. R., Granville, L. Z., Loewenstern, D., Shwartz, L. L., & Anerousis, N. (2015). A Mashup-Based Approach to Optimize Human Performance in IT Service Management. In Y. Diao & D. Rosu (Eds.), Maximizing Management Performance and Quality with Service Analytics (pp. 300-336). IGI Global. https://doi.org/10.4018/978-1-4666-8496-6.ch011

Chicago

Paula dos Santos, Carlos Raniery, et al. "A Mashup-Based Approach to Optimize Human Performance in IT Service Management." In Maximizing Management Performance and Quality with Service Analytics, edited by Yixin Diao and Daniela Rosu, 300-336. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8496-6.ch011

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Abstract

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modeling and optimizing human-centered processes remains a challenging task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Therefore, the goal of this chapter is to introduce the concept of mashups as an effective approach to improve performance in terms of productivity and reliability of human-centered IT Service Management (ITSM) activities. In particular, this chapter aims to define management solutions required to deliver and demonstrate improvements in performance of human-centered ITSM processes. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process.

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