Quality of IT service delivery — Analysis and framework for human error prevention

Handle URI:
http://hdl.handle.net/10754/594146
Title:
Quality of IT service delivery — Analysis and framework for human error prevention
Authors:
Shwartz, L.; Rosu, D.; Loewenstern, D.; Buco, M. J.; Guo, S.; Lavrado, Rafael Coelho; Gupta, M.; De, P.; Madduri, V.; Singh, J. K.
Abstract:
In this paper, we address the problem of reducing the occurrence of Human Errors that cause service interruptions in IT Service Support and Delivery operations. Analysis of a large volume of service interruption records revealed that more than 21% of interruptions were caused by human error. We focus on Change Management, the process with the largest risk of human error, and identify the main instances of human errors as the 4 Wrongs: request, time, configuration item, and command. Analysis of change records revealed that the humanerror prevention by partial automation is highly relevant. We propose the HEP Framework, a framework for execution of IT Service Delivery operations that reduces human error by addressing the 4 Wrongs using content integration, contextualization of operation patterns, partial automation of command execution, and controlled access to resources.
KAUST Department:
Computer, Electrical and Mathematical Sciences and Engineering (CEMSE) Division
Citation:
Shwartz L, Rosu D, Loewenstern D, Buco MJ, Guo S, et al. (2010) Quality of IT service delivery — Analysis and framework for human error prevention. 2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA). Available: http://dx.doi.org/10.1109/soca.2010.5707161.
Publisher:
Institute of Electrical and Electronics Engineers (IEEE)
Journal:
2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA)
Conference/Event name:
2010 IEEE International Conference on Service-Oriented Computing and Applications, SOCA 2010
Issue Date:
Dec-2010
DOI:
10.1109/soca.2010.5707161
Type:
Conference Paper
ISBN:
9781424498017
Appears in Collections:
Conference Papers; Computer, Electrical and Mathematical Sciences and Engineering (CEMSE) Division

Full metadata record

DC FieldValue Language
dc.contributor.authorShwartz, L.en
dc.contributor.authorRosu, D.en
dc.contributor.authorLoewenstern, D.en
dc.contributor.authorBuco, M. J.en
dc.contributor.authorGuo, S.en
dc.contributor.authorLavrado, Rafael Coelhoen
dc.contributor.authorGupta, M.en
dc.contributor.authorDe, P.en
dc.contributor.authorMadduri, V.en
dc.contributor.authorSingh, J. K.en
dc.date.accessioned2016-01-19T13:22:38Zen
dc.date.available2016-01-19T13:22:38Zen
dc.date.issued2010-12en
dc.identifier.citationShwartz L, Rosu D, Loewenstern D, Buco MJ, Guo S, et al. (2010) Quality of IT service delivery — Analysis and framework for human error prevention. 2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA). Available: http://dx.doi.org/10.1109/soca.2010.5707161.en
dc.identifier.isbn9781424498017en
dc.identifier.doi10.1109/soca.2010.5707161en
dc.identifier.urihttp://hdl.handle.net/10754/594146en
dc.description.abstractIn this paper, we address the problem of reducing the occurrence of Human Errors that cause service interruptions in IT Service Support and Delivery operations. Analysis of a large volume of service interruption records revealed that more than 21% of interruptions were caused by human error. We focus on Change Management, the process with the largest risk of human error, and identify the main instances of human errors as the 4 Wrongs: request, time, configuration item, and command. Analysis of change records revealed that the humanerror prevention by partial automation is highly relevant. We propose the HEP Framework, a framework for execution of IT Service Delivery operations that reduces human error by addressing the 4 Wrongs using content integration, contextualization of operation patterns, partial automation of command execution, and controlled access to resources.en
dc.publisherInstitute of Electrical and Electronics Engineers (IEEE)en
dc.subjectChangeen
dc.subjectHuman erroren
dc.subjectIT service support and deliveryen
dc.subjectPartial automationen
dc.titleQuality of IT service delivery — Analysis and framework for human error preventionen
dc.typeConference Paperen
dc.contributor.departmentComputer, Electrical and Mathematical Sciences and Engineering (CEMSE) Divisionen
dc.identifier.journal2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA)en
dc.conference.date13 December 2010 through 15 December 2010en
dc.conference.name2010 IEEE International Conference on Service-Oriented Computing and Applications, SOCA 2010en
dc.conference.locationPerth, WAen
dc.contributor.institutionT.J. Watson Research Center, IBM, Hawthorne, NY, United Statesen
dc.contributor.institutionIBM Research India, Delhi, Indiaen
kaust.authorLavrado, Rafael Coelhoen
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