TY - GEN
T1 - Quality of IT service delivery — Analysis and framework for human error prevention
AU - Shwartz, L.
AU - Rosu, D.
AU - Loewenstern, D.
AU - Buco, M. J.
AU - Guo, S.
AU - Lavrado, Rafael Coelho
AU - Gupta, M.
AU - De, P.
AU - Madduri, V.
AU - Singh, J. K.
N1 - KAUST Repository Item: Exported on 2020-10-01
PY - 2010/12
Y1 - 2010/12
N2 - 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.
AB - 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.
UR - http://hdl.handle.net/10754/594146
UR - http://ieeexplore.ieee.org/document/5707161/
UR - http://www.scopus.com/inward/record.url?scp=79952523472&partnerID=8YFLogxK
U2 - 10.1109/soca.2010.5707161
DO - 10.1109/soca.2010.5707161
M3 - Conference contribution
SN - 9781424498017
BT - 2010 IEEE International Conference on Service-Oriented Computing and Applications (SOCA)
PB - Institute of Electrical and Electronics Engineers (IEEE)
ER -