Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools
نویسندگان
چکیده
This chapter describes and validates the applicability of a visual analytics tool, named Workload Profile Analytics (WPA), in the context of incident management (IM) inside a large IT services provider. The WPA tool implements a method to evaluate the performance and quality of IM systems that uses temporal information from incident records (tickets). The method is based on a graphical representation, called Workload Profile Chart (WPC), which consists of a log-log chart obtained by computing and plotting the spreading of ticket data. Then, using the chart, a visual inspection is done to examine the concentration of tickets over the various areas of interest of the WPC and a diagnosis of potential issues is suggested. To illustrate how powerful WPA can be, two real world scenarios are depicted and used to validate the use of WPA in a large service delivery organization. Finally, some discussions about further improvements on the tool and research directions are done. Using Visual Analytics to Diagnose Productivity and Quality Issues on IT Service Pools
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