Where have all the tickets gone?

In a large and complex outsourcing organization, with millions of incidents being handled by hundreds of geographically dispersed workgroups, each workgroup is typically measured on the number of incidents it receives, the percentage it resolves, and the average duration for each incident it processes. Incidents that are misrouted will take longer to be resolved. This can lead to the situation where all workgroups are meeting their individual service levels, but the overall service still delivers poor customer satisfaction. In this paper we describe a new approach to analyzing the efficiency of an IT service organization using existing data to provide insight into the quality of incident transfer between workgroups. Based on this approach, we have developed a tool - the IT X-ray - that an analyst can use to quickly provide service organizations with an indication of where incident routing problems are occurring, leading to increased customer satisfaction and reduced delivery costs.

[1]  Claudio Bartolini,et al.  Measuring and Improving the Performance of an IT Support Organization in Managing Service Incidents , 2007, 2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management.

[2]  Cesare Stefanelli,et al.  SYMIAN: A Simulation Tool for the Optimization of the IT Incident Management Process , 2008, DSOM.

[3]  Linton C. Freeman,et al.  Carnegie Mellon: Journal of Social Structure: Visualizing Social Networks Visualizing Social Networks , 2022 .

[4]  Yixin Diao,et al.  Predicting Labor Cost through IT Management Complexity Metrics , 2007, 2007 10th IFIP/IEEE International Symposium on Integrated Network Management.

[5]  Yixin Diao,et al.  Estimating business value of IT services through process complexity analysis , 2008, NOMS 2008 - 2008 IEEE Network Operations and Management Symposium.

[6]  Claudio Bartolini,et al.  Research Challenges of Business-Driven IT Management , 2007, 2007 2nd IEEE/IFIP International Workshop on Business-Driven IT Management.