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dc.contributor.authorShwartz, L.
dc.contributor.authorRosu, D.
dc.contributor.authorLoewenstern, D.
dc.contributor.authorBuco, M. J.
dc.contributor.authorGuo, S.
dc.contributor.authorLavrado, Rafael Coelho
dc.contributor.authorGupta, M.
dc.contributor.authorDe, P.
dc.contributor.authorMadduri, V.
dc.contributor.authorSingh, J. K.
dc.date.accessioned2016-01-19T13:22:38Z
dc.date.available2016-01-19T13:22:38Z
dc.date.issued2010-12
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.
dc.identifier.isbn9781424498017
dc.identifier.doi10.1109/soca.2010.5707161
dc.identifier.urihttp://hdl.handle.net/10754/594146
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.
dc.publisherInstitute of Electrical and Electronics Engineers (IEEE)
dc.subjectChange
dc.subjectHuman error
dc.subjectIT service support and delivery
dc.subjectPartial automation
dc.titleQuality of IT service delivery — Analysis and framework for human error prevention
dc.typeConference Paper
dc.contributor.departmentComputer, Electrical and Mathematical Sciences and Engineering (CEMSE) Division
dc.contributor.departmentElectrical Engineering Program
dc.identifier.journal2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA)
dc.conference.date13 December 2010 through 15 December 2010
dc.conference.name2010 IEEE International Conference on Service-Oriented Computing and Applications, SOCA 2010
dc.conference.locationPerth, WA
dc.contributor.institutionT.J. Watson Research Center, IBM, Hawthorne, NY, United States
dc.contributor.institutionIBM Research India, Delhi, India
kaust.personLavrado, Rafael Coelho


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