1 / 21

SYMIAN: Analysis and Performance Improvement of the IT Incident Management Process

SYMIAN: Analysis and Performance Improvement of the IT Incident Management Process. Group 5 Presented by Xiao ZHENG Jiaming GUO 09/10/2012. OUTLINE. 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance

amos-martin
Download Presentation

SYMIAN: Analysis and Performance Improvement of the IT Incident Management Process

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. SYMIAN:Analysis and Performance Improvement of the IT Incident Management Process Group 5 Presented by Xiao ZHENG Jiaming GUO 09/10/2012

  2. OUTLINE 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance Architecture and Implementation Experimental Results 3. Conclusion and Future Work

  3. INTRODUCTION WHAT is SYMIAN (SYMulation for Incident Analysis): A TOOL: to improve the performance of the incident management; -build model of Incident management process; -evaluate performance; -assess likely improvements;

  4. INTRODUCTION ANALYSIS OF THE INCIDENT MANAGEMENT IN IT SUPPORT ORGANITIONS

  5. INTRODUCTION

  6. OUTLINE 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance Architecture and Implementation Experimental Results 3. Conclusion and Future Work

  7. SYMIAN Model of IT Support Organizations • We can consider each support group gi with i=1......N. Which is modeled as a G/G/si queue. • Each element of the transition matrix T represents the probability that transfer from support group gi to support group gj • The definition of ai and ci

  8. The SYMIAN SIMULATE PROCESS STARTS OFF-DUTY OPERATOR QUEUE BUSY OPERATOR AVAILABLE OPERATOR NEXT QUEUE FINISH

  9. OUTLINE 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance Architecture and Implementation Experimental Results 3. Conclusion and Future Work

  10. Options for optimizing performance (1). Removing support groups. Its effect: the new closure vector will be . (where ≠ 1 ) the new transition matrix is (. (2). Creating support groups. Its effect: the matrix is extended with the row N+1, j) = It will also be extended with the column i, N+1) =(fromi (3). Merging support groups. It is equivalent to the removal of each group , followed by the creation of a new group. The ratio between the volume of incidents processed at each group need to be considered.

  11. Options for optimizing performance (4). Splitting support groups. It is equivalent to the removal of the old group , followed by the addition of two new groups. The incident volume for each of the two new groups should be considered. (5). Changing staffing levels, work shifts, and incident management policies. The new staffing level should be defined with respect to the previous one . More realistic working shifts : 8-hour-per-day. Management policies can be changed at each support group.

  12. OUTLINE 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance Architecture and Implementation Experimental Results 3. Conclusion and Future Work

  13. ARCHITECTURE AND IMPLEMENTATION 9 components: Configuration Interface(CI) User Interface (UI) Configuration manager(CM) Parameter Identification Module(PIM) Simulation Core (SC) has three sub-components: Incident Generator (IG) Incident Response Coordinator(IRC) Incident Processor ( IP) Data Collector (DC) Trace Analyzer (TA) Statistics Module (SM) Reporting Module (RM)

  14. OUTLINE 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance Architecture and Implementation Experimental Results 3. Conclusion and Future Work

  15. EXPERIMENTAL RESULTS Model Inference and Validation

  16. EXPERIMENTAL RESULTS Model Inference and Validation

  17. EXPERIMENTAL RESULTS B. Evaluation of Configuration Changes 1.calculate the bottleneck score for each support group: BSi = ( FIi + FOi ) *RIi 2.SG22 and SG39 are the major performance bottlenecks of the organization 3.optimizing SG22 and SG39 might improve the performance of the BailUsOut IT support organization

  18. EXPERIMENTAL RESULTS B. Evaluation of Configuration Changes In order to improve the organization performance: increasing the operator efficiency and emulating an improvement in operator performance launched a 40-round simulation to assess: MTTR improvement: 17.18%, MICD improvement: 2.05% Better to split SG22 and SG 39 rather than merge SG22 and SG39 small changes to the configuration of support groups with a large fan in and fan out can have a relatively large impact on the whole system behavior

  19. OUTLINE 1. Introduction 2. SYMIAN TOOLS SYMIAN Model of IT Support Organizations Options for Optimizing Performance Architecture and Implementation Experimental Results 3. Conclusion and Future Work

  20. CONCLUSIONS AND FUTURE WORK To optimize the performance of large-scale IT support organizations is complex SYMIAN is tool for the performance optimization of incident management in IT support organizations In SYMIAN evaluation, open queuing network models could reproduce the behavior of real-life IT support organizations with a very high degree of accuracy, which calls for further study of bringing deeper understanding

  21. THE END THANK YOU

More Related