2012 Annual SRII Global Conference最新文献

{"title":"Resiliency Analytics Framework for Service Delivery Organizations","authors":"S. Karthik, Sreyash Kenkre, Krishnasuri Narayanam, Vinayaka Pandit","doi":"10.1109/SRII.2012.81","DOIUrl":"https://doi.org/10.1109/SRII.2012.81","url":null,"abstract":"Resiliency is a key word for a broad range of service delivery organizations. It is defined as the ability of an organization to rapidly adapt and effectively respond to the disruptions in its operations. A service delivery organization delivers a set of services which are essentially specified by their required set of resources. The organization sets up an infrastructural network of resources required for the service delivery and assigns to each service, its required set of resources. It also keeps sufficient residual capacity of the resources for the purpose of contingency planning. At the time of a disruptive incident, it reallocates the resources to the affected services from its residual capacity to keep the service running while the effects of the disruptions are reversed. Such actions of reallocating the resources to deal with disruptions to the original allocation are called recourse actions. We develop a framework that enables a data and analytics driven approach to achieve efficient recourse actions based resiliency. Our framework is based on abstractions of three important aspects of a service delivery organization, namely, the infrastructural network of resources, the set of services in terms of their requirements of resources, and the set of disruptive scenarios that an organization has to contend with. Our model also captures the different dependencies that exist within the infrastructure network. For instance, if the power supply is affected, our model allows us to infer all the other infrastructure resources which get affected as a consequence of the lack of power supply. There are no benchmark datasets to test the quality of resiliency analytics because of two reasons: nascency of research in this area and the classified nature of the organizational data required for such analytics. So, we have developed a simulation engine aimed at mimicking real-life organizations. We demonstrate how our framework can be used to proactively identify critical scenarios that could have adverse impact on the service delivery of an organization. We then show how such a knowledge can be used to make intelligent allocation of resources to the services so as to enable efficient recourse actions. These two analyses highlight that our framework can essentially serve as a decision support system for resiliency.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"419 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"116277211","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Characterizing Time-Bounded Incident Management Systems","authors":"Victor F. Cavalcante, Claudio S. Pinhanez, C. D. Souza, R. Paula, A. P. Appel, Carolina S. Andrade","doi":"10.1109/SRII.2012.110","DOIUrl":"https://doi.org/10.1109/SRII.2012.110","url":null,"abstract":"In this paper we propose an analytical tool, named Workload Profile Chart (WPC), to characterize the performance and quality of time-bounded incident management (TBIM) systems. Based on the normalization of incident assignment and resolution durations by their respective service level agreement (SLA), the method computes and plots the spreading of incidents on a log-log chart. We claim that this visual representation helps characterizing the performance of TBIM systems and diagnosing major issues such as resource and skill allocation, abnormal behavior, ticket characteristics, and the like. We also propose the WPC Inspection method which formalizes the process of using a WPC to characterize specific issues of TBIMs. The proposed method can be used to identify classes of problems for automated resolution or assignment, to determine resources and skills needed, and to reach a balance between productivity and quality. In addition to an in-depth description of the method, this paper presents its application in the characterization of four service organizations of a large IT service factory. As result, we are able to show aspects and characteristics of these service organizations that for the most part went unnoticed before. We also carried out an initial qualitative validation which provided evidence of the WPC's ability to accurately characterize TBIM systems.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"8 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"127747896","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Characterizing Hospital Services Using Temporal Data Mining","authors":"S. Tsumoto, S. Hirano, H. Iwata, Y. Tsumoto","doi":"10.1109/SRII.2012.105","DOIUrl":"https://doi.org/10.1109/SRII.2012.105","url":null,"abstract":"Computerization of hospital information enables us to visualize and analyze temporal characteristics of hospital services, which can be viewed as a first step to improve and innovate clinical services. This paper proposes a temporal data mining process which consists of decision tree, clustering, MDS and three-dimensional trajectories mining and applied the method to datasets extracted from hospital information systems. The results show that the reuse of stored data will give a powerful tool to characterize medical services in the following ways: (1) Statistics and temporal characteristics of clinincal orders were visualized. (2) Divisions were classified in terms of temporal patterns of orders. (3) The temporal interval important to characterize the behavior of the divisions were evaluated. (4) Characterization of nursing orders showed the classification of nursing orders into disease-specific ones and patient- specific ones.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"16 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128033443","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Towards Personalized Care Coordination Service: Integrating Guideline-Based Practice with Interactive Data-Driven Analytics","authors":"P. Hsueh, S. Ramakrishnan","doi":"10.1109/SRII.2012.35","DOIUrl":"https://doi.org/10.1109/SRII.2012.35","url":null,"abstract":"Transforming clinical requirements into personalized care plans is a challenging task. Existing care coordination services account for the most common physiology -based needs addressed in clinical guidelines, but do not discern different individuals' unique needs. Moreover, the individual difference-conferring signals are not explicitly recorded in patient health records and often can only be captured by integrating data sources obtained from a multitude of service providers. The quest for better personalized care coordination services leads to the exploration of two dimensions: what are the properties of tailoring matrix to personalize care coordination plans, and how to use the tailoring matrix to improve the relevance of care plans and provide individual feedbacks. In this paper, we present a personalization service framework that accounts for the two dimensions, leveraging the longitudinal records of other cohort patients whom have been dynamically identified as exhibiting patterns similar to the patient in focus. We summarize the design rationale and overall operation of the framework as well as details of the interactive analytics components as to how to capture individual differences and optimize expected utility of the coordinated care services in a continuous feedback loop.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"6 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132663503","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Opportunistic Adversaries: On Imminent Threats to Learning-Based Business Automation","authors":"Michiaki Tatsubori, Shohei Hido","doi":"10.1109/SRII.2012.24","DOIUrl":"https://doi.org/10.1109/SRII.2012.24","url":null,"abstract":"False positives and negatives are inevitable in real-world classification problems. In general, machine-learning-based business process automation is still viable with reduced classification accuracy due to such false decisions, thanks to business models that replace human decision processes with automated decision processes covering the costs of introducing automation and the losses from rare mistakes by the automation with the profits from relatively large savings in human-factor costs. However, under certain conditions, it is possible for attackers to outsmart a classifier at a reasonable cost and thus destroy the business model that the learner system depends on. Attackers may eventually detect the misclassification cases they can benefit from and try to create similar inputs that will be misclassified by the unaware learner system. We call adversaries of this type \"opportunistic adversaries\". This paper specifies the environmental patterns that can expose vulnerabilities to opportunistic adversaries and presents some likely business scenarios for these threats. Then we propose a countermeasure algorithm to detect such attacks based on change detection in the post-classification data distributions. Experimental results show that our algorithm has higher detection accuracy than other approaches based on outlier detection or change-point detection.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"46 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"132737299","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Improving Service Quality through Use of Standard Workbenches","authors":"R. Goodwin, P. Mazzoleni, SweeFen Goh, Aubrey Rember, Vibha Sinha, Debdoot Mukherjee, Senthil Mani","doi":"10.1109/SRII.2012.47","DOIUrl":"https://doi.org/10.1109/SRII.2012.47","url":null,"abstract":"Service providers strive to provide consistently high quality services to their clients, in the same way that manufactures strive to provide high quality products to their customers. To paraphrase W. E. Deming, a pioneer in improving manufacturing quality, unnecessary variation leads to poor quality. Eliminating variation, through standardization and better training is one way to improve service quality. With this view in mind, we examined how IBM Global Services delivered business consulting services, especially ERP deployment. Such services follow prescribed methods which specify tasks to perform and work products to deliver. However, how to perform the activities and which tools and starting content to use was left to the individual project. The workbenches that we have implemented and deployed to IBM Global Services aim to eliminating unnecessary variation in how the service is preformed and increasing the reuse of assets. Each tool provides guidance, is integrated with tools providing support for upstream and downstream activities and automates routine activities, where possible. Beyond the benefits achieved by using workbenches to reduce unnecessary variation, and therefore improve quality, we are also seeing significant efficiency gains. In particular, by using standard workbenches, consultants moving from one project to other can easily and quickly get started without having to learn a new environment. This helps consultants increase their efficiency by 20% to 30% when project assignments are short. In addition, we estimate is that IBM will save 60-70% of training cost since consultants will need to learn fewer tools and can take advantage of in-task guidance to learn tasks as needed. Finally, by integrating the complete project lifecycle around a single, integrated, toolset, we are able to push an additional 15% work to global delivery centers, where specialist can perform the same task for many projects, again reducing variation and improving quality.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"71 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"134633631","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"A Gap-Analysis-Based Framework for Evolution and Modernization: Modernization of Domain Management at Red.es","authors":"Jorge Moratalla, Valeria de Castro, M. Sanz, E. Marcos","doi":"10.1109/SRII.2012.45","DOIUrl":"https://doi.org/10.1109/SRII.2012.45","url":null,"abstract":"Since Internet is one of the key technological aspects in an information society, Domain Management becomes crucial when trying to the spread of technologies within a country. The Spanish Authority has accordingly posed many efforts and resources towards improving the institutional support for both enterprises and individual citizens. The demand for domain services has increased exponentially in the last few years. This situation has evidenced the need for a modernization process within the Public Entity in charge of domain name management and assignment in Spain (Red.es). In that sense, both IT and business professionals alike analyzed the actual situation and chose the most appropriate strategy to follow in order to be able to overcome the challenges posed in that context. The objectives of the modernization included improving the efficiency of the domain assignment process and minimizing the maintenance costs. To reach this goal, Red.es is applying a modernization process that we present in this work. Such process combines the OMG's proposal of Architecture Driven Modernization and Gap Analysis techniques.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"10 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133928913","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"The Application of Six Sigma to Promote Information System Service Quality","authors":"H. Chu","doi":"10.1109/SRII.2012.112","DOIUrl":"https://doi.org/10.1109/SRII.2012.112","url":null,"abstract":"With the increasing popularity of the Internet, Information System (IS) has become increasingly more profitable. The quality of the IS services should be confirmed prior to deploying it to the web site, resulting in customers that keep coming back. Therefore, this paper presents a framework that integrates Six Sigma Concept to improve the IS service process. The application in the selected company is a multi-tier framework system and there are 1,022 client sites distributed in Taiwan area, one broker server site and three application server sites, which concurrently access and store data from a center database server. When delivering application to the Intranet, users dissatisfaction was at an all time high. We applied the Six Sigma quality cycle: Define, Measure, Analyze, Improve and Control (DMAIC) to resolve this problem. We plotted user complaints against response time (define), drew up a test plan and executed the load testing (measure), collected testing data from different client sites for analysis (analyze), found where the bottleneck was and fixed it (improve) and monitored the status to satisfy users' requirement (control).","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"198 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133782861","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Goal-Oriented Dynamic Business Processes in Service Environments: Models and Methods Applied in Finance Industry","authors":"Monika Kochanowski, T. Renner, A. Weisbecker","doi":"10.1109/SRII.2012.99","DOIUrl":"https://doi.org/10.1109/SRII.2012.99","url":null,"abstract":"Today companies have to adapt to the fast changing business environment. External and internal change factors cause that business processes need to be dynamic, especially in service environments. In service processes there is a trend to include external services into the own process, resulting in a service chain spanning several companies. Adapting the dynamic business process, goal-orientation in the process allows supporting governance, which is a major goal for business stakeholders. This paper shows how the combination of transparency and adaptability leads to goal-oriented dynamic processes in service environments. By introducing models and tools companies are guided towards this goal, depending on their current process management state. Industry specific additions ensure the applicability. The concept is applied to an insurance scenario.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"42 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"133809416","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}

{"title":"Analysis Engine for Automated Health Checks, Early Problem Detection and Advanced Problem Determination","authors":"Yogendra K. Srivastava, A. Abrashkevich","doi":"10.1109/SRII.2012.70","DOIUrl":"https://doi.org/10.1109/SRII.2012.70","url":null,"abstract":"With current trends in software industry toward increased complexity of modern software, tight integration of multiple software products, emphasis on software reliability and high-level availability, software support and maintenance costs increase dramatically. It is imperative for businesses to be able to monitor health of their systems making sure that they are performing at top levels, quickly respond to any problems and timely fix them and also be able to perform advanced problem determination to reduce total time for outages that already occurred. Equally important is to prevent problems from occurring based on best practices and knowledge of known problems/issues for specific software products. To achieve these goals, a powerful analysis engine capable of performing comprehensive health checks of customer systems and advanced problem determination based on analysis of customers' data is proposed. It can be used for both proactive and reactive customer support. Such an engine works as a virtual consultant for the end users. It detects potential problems related to customer systems and installed products and provides notifications or alerts proactively, i.e. could be considered as an early detection system. It is also capable of analyzing FFDC (First Failure Data Capture) data after a problem has occurred, comparing the data with well known problems and related symptoms from relevant knowledge databases and providing customers with the results of analysis, found matches of previously recorded problems and recommendations on how to fix the problem at hand. The engine proposed utilizes up to date analytics from subject matter experts and best practices encoded in it. In the present work, a system architecture and design of such an analysis engine is presented. The proposed engine has a low bar of adoption, flexible extensible design and could be easily adopted for any software product. It is able to analyze encoded human knowledge, compare collected customer data with available historical data and report problems and issues found along with the relevant recommendations and suggested fixes. More specifically, the engine provides a comprehensive analysis in terms of health checks, best practices compliance check, prerequisites check, end-of-service product check, operating environment and configuration setup check, outage prevention, state comparison, problem determination and others. A case study based on the proposed engine design is presented and discussed in more detail.","PeriodicalId":110778,"journal":{"name":"2012 Annual SRII Global Conference","volume":"48 1","pages":"0"},"PeriodicalIF":0.0,"publicationDate":"2012-07-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"128253242","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}