1. SYMIAN: Analysis and Performance Improvement of the IT Incident Management Process Group 5 Presented by Xiao ZHENG Jiaming GUO 09/10/2012

2. OUTLINE  1. Introduction  2. SYMIAN TOOLS  SYMIAN Model of IT Support Organizations  Options for Optimizing Performance  Architecture and Implementation  Experimental Results  3. Conclusion and Future Work 2

3. INTRODUCTION  WHAT is SYMIAN (SYMulation for Incident Analysis): A TOOL : to improve the performance of the incident management; -build model of Incident management process; -evaluate performance; -assess likely improvements; 3

4. INTRODUCTION ANALYSIS OF THE INCIDENT MANAGEMENT IN IT SUPPORT ORGANITIONS 4

5. 5 INTRODUCTION

6. OUTLINE  1. Introduction  2. SYMIAN TOOLS  SYMIAN Model of IT Support Organizations  Options for Optimizing Performance  Architecture and Implementation  Experimental Results  3. Conclusion and Future Work 6

7. SYMIAN Model of IT Support Organizations  We can consider each support group g i with i=1......N. Which is modeled as a G/G/s i queue.  Each element of the transition matrix T represents the probability that transfer from support group g i to support group g j  The definition of a i and c i

8. The SYMIAN SIMULATE PROCESS STARTS OFF-DUTY OPERATOR NEXT QUEUE BUSY OPERATOR QUEUE AVAILABLE OPERATOR FINISH 8

9. OUTLINE  1. Introduction  2. SYMIAN TOOLS  SYMIAN Model of IT Support Organizations  Options for Optimizing Performance  Architecture and Implementation  Experimental Results  3. Conclusion and Future Work 9

10. Options for optimizing performance

11. (4). Splitting support groups. It is equivalent to the removal of the old group, followed by the addition of two new groups. The incident volume for each of the two new groups should be considered. (5). Changing staffing levels, work shifts, and incident management policies. The new staffing level should be defined with respect to the previous one. More realistic working shifts : 8-hour-per-day. Management policies can be changed at each support group. Options for optimizing performance 11

12. OUTLINE  1. Introduction  2. SYMIAN TOOLS  SYMIAN Model of IT Support Organizations  Options for Optimizing Performance  Architecture and Implementation  Experimental Results  3. Conclusion and Future Work 12

13. ARCHITECTURE AND IMPLEMENTATION 9 components: Configuration Interface(CI) User Interface (UI) Configuration manager(CM) Parameter Identification Module(PIM) Simulation Core (SC) has three sub-components: 1)Incident Generator (IG) 2)Incident Response Coordinator(IRC) 3)Incident Processor ( IP) Data Collector (DC) Trace Analyzer (TA) Statistics Module (SM) Reporting Module (RM)

14. OUTLINE  1. Introduction  2. SYMIAN TOOLS  SYMIAN Model of IT Support Organizations  Options for Optimizing Performance  Architecture and Implementation  Experimental Results  3. Conclusion and Future Work 14

15. EXPERIMENTAL RESULTS A.Model Inference and Validation

16. EXPERIMENTAL RESULTS Model Inference and Validation

17. EXPERIMENTAL RESULTS B. Evaluation of Configuration Changes  1.calculate the bottleneck score for each support group: BSi = ( FIi + FOi ) *RIi  2.SG22 and SG39 are the major performance bottlenecks of the organization  3.optimizing SG22 and SG39 might improve the performance of the BailUsOut IT support organization

18. EXPERIMENTAL RESULTS B. Evaluation of Configuration Changes  In order to improve the organization performance: increasing the operator efficiency and emulating an improvement in operator performance  launched a 40-round simulation to assess: MTTR improvement: 17.18%, MICD improvement: 2.05%  Better to split SG22 and SG 39 rather than merge SG22 and SG39  small changes to the configuration of support groups with a large fan in and fan out can have a relatively large impact on the whole system behavior 18

19. OUTLINE  1. Introduction  2. SYMIAN TOOLS  SYMIAN Model of IT Support Organizations  Options for Optimizing Performance  Architecture and Implementation  Experimental Results  3. Conclusion and Future Work 19

20. CONCLUSIONS AND FUTURE WORK  To optimize the performance of large-scale IT support organizations is complex  SYMIAN is tool for the performance optimization of incident management in IT support organizations  In SYMIAN evaluation, open queuing network models could reproduce the behavior of real-life IT support organizations with a very high degree of accuracy, which calls for further study of bringing deeper understanding 20

21. THE END THANK YOU 21