NDLI: Analysis of Labor Efforts and their Impact Factors to Solve Server Incidents in Datacenters

Content Provider	IEEE Xplore Digital Library
Author	Giurgiu, I. Bogojeska, J. Nikolaiev, S. Stark, G. Wiesmann, D.
Copyright Year	2014
Description	Author affiliation: IBM Res. - Zurich, Ruschlikon, Switzerland (Giurgiu, I.; Bogojeska, J.; Nikolaiev, S.; Wiesmann, D.) \|\| IBM Global Technol. Services, Somers, NY, USA (Stark, G.)
Abstract	A company's IT infrastructure delivers the basic hardware, networking, operating system, and middleware support to the business' applications. IT service providers perform incident and problem resolution, as well as user administration and change implementation required to maintain the availability and service provided for the business. As a result, they become increasingly challenged with delivering better, faster, and cheaper services to their customers. With the variety of incident tickets reported on a daily basis, understanding where and how much effort is spent to resolve them is critical. Moreover, analyzing the effort data identifies opportunities for self-service and automation, as well as what modernization strategies businesses should implement to reduce incident volumes and, by association, labor effort. In this paper, we conduct a large scale study on the incident and server factors that affect technician effort and quantify their impact. We show that the nature of the incidents and their complexity, the assigned support groups, as well as the underlying OS type play a major role in how much labor effort is spent towards resolving such tickets.
Starting Page	424
Ending Page	433
File Size	305594
Page Count	10
File Format	PDF
ISBN	9781479927845
DOI	10.1109/CCGrid.2014.12
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2014-05-26
Publisher Place	USA
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Servers Complexity theory Hardware Business Computer crashes Feature extraction Data collection
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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