IT Incident Management as a Collaborative Process: A Visualization Tool Inspired to Social Networks

Claudio Bartolini

Collaborative Computing: Networking, Applications and Worksharing. 4th International Conference, CollaborateCom 2008, Orlando, FL, USA, November 13-16, 2008, Revised Selected Papers

Research Article

IT Incident Management as a Collaborative Process: A Visualization Tool Inspired to Social Networks

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@INPROCEEDINGS{10.1007/978-3-642-03354-4_59,
    author={Claudio Bartolini},
    title={IT Incident Management as a Collaborative Process: A Visualization Tool Inspired to Social Networks},
    proceedings={Collaborative Computing: Networking, Applications and Worksharing. 4th International Conference, CollaborateCom 2008, Orlando, FL, USA, November 13-16, 2008, Revised Selected Papers},
    proceedings_a={COLLABORATECOM},
    year={2012},
    month={5},
    keywords={IT service management IT infrastructure library incident management social networks visualization},
    doi={10.1007/978-3-642-03354-4_59}
}

Claudio Bartolini
Year: 2012
IT Incident Management as a Collaborative Process: A Visualization Tool Inspired to Social Networks
COLLABORATECOM
Springer
DOI: 10.1007/978-3-642-03354-4_59

Claudio Bartolini¹^,*

1: HP Laboratories

*Contact email: claudio.bartolini@hp.com

Abstract

Dynamics of IT support organizations can be quite complex to analyze. We introduce a prototype visualization tool that exploits similarities of support organizations with social networks. Our tool borrows techniques from social network visualization and analysis to help IT manager better understand dynamics of their organization in the incident management process.

Keywords: IT service management IT infrastructure library incident management social networks visualization

Published: 2012-05-11

: http://dx.doi.org/10.1007/978-3-642-03354-4_59