Purgina M. Койнов Р.
Resource optimization in IT- services improvement tasks
Reporter: Purgina M.
UDC 519.876.2
RESOURCE OPTIMIZATION IN IT- SERVICES IMPROVEMENT TASKS
Purgina M. V., Koynov R.S.
"Novosibisrk State University of Economics and management", Novosibirsk,
"Siberian state industrial University", Novokuznetsk
Optimization of IT- services (their improvement) is dictated by constant changes in the field of information technology and is possible due to changes in the relevant processes of the it services life cycle, such as production (stages of strategy, design, implementation and disposal) and provision (stage of operation) of it services.
For example, at the operational stage, the following it processes are implemented: event processing, incident resolution, problem resolution, service requests, changing the technical infrastructure of services, application implementation, operations management, monitoring, service quality management, service access rights management, and others.
In General, the improvement (improvement) of it processes can be assessed by analyzing the dynamics of their performance indicators at the appropriate stage of it service, the main of which is the level of customer satisfaction and the costs of the operation of these processes.
To do this, first of all, it is necessary to determine the choice of performance indicators of the it services life cycle processes, and then build a hierarchical set of these indicators, which can be based on the well-known "it metrics" proposed by one of the authors of ITIL-3 P. Brooks [1].
The following is the formulation and procedure for solving the problem of resource optimization to improve it services on the basis of a hierarchical set of performance indicators.
Given:
1. A hierarchical set of performance indicators of the processes of stages of operation : -processing of incidents and fulfillment of service requests (figure 1).
1.1. The first level of local performance indicators
1.2. Second level of process performance indicators
1.3. A system of formulas (1) describing the state of a hierarchical set of performance indicators at a certain point in time, as well as resources to achieve the values of performance indicators and the state of the hierarchy of these indicators at stage k, as well as the process:
1.4. Values of local performance indicators of it processes in a certain range [d, D].
1.3. Weight performance and weight it process ITS
1.4. Grade point scale -R.
2. Formula (2) calculation of resources (costs) to achieve the performance indicators needed to improve the performance of processes (1 point):
3. The specified amount of resources to improve process performance (to address option 1).
4. The required level of efficiency of the process: (to solve option 2).
Restrictions:
(a) option 1: the total amount of resources to improve the process should not exceed the target amount;
b) option 2: the need to ensure a predetermined value of the efficiency indicator of the operation stage.
Needs:
Determine the allocation of resources to improve the performance of the process for which:
a) the total amount of resources to improve the performance of the operation stage should not exceed their specified amount (option 1 of the task);
b) the indicator of efficiency of the operation stage is equal to the set value (option 2 of the task).
Problem solving procedure
1. Construction of a set of solutions for variants 1 and 2 of the problem.
1.1 Construction of a set of decisions concerning the reached level of indicators of efficiency of the corresponding processes with point values of indicators of a set of admissible decisions not exceeding values of the rank of R-point scale provided that any of the reached indicators will not be worsened.
1.2 Determination of aggregated performance indicators of the set of acceptable solutions for the relevant processes on the basis of additive convolution of indicators,
as well as determining the cost of improving performance (1 point) for each element of the set
1.3 Introduction of the results of paragraph 1.2 into the structure of the set of solutions
1.4 Building a common set of solutions for options 1 and 2
1.5 Determination of operational and resource performance indicators for each element of the set based on an additive convolution of these indicators.
1.6 Introduction of the results of paragraph 1.5 to the structure of the elements of paragraph 1.4:
2. Construction and choice of solutions for variants 1 and 2 of the problem
a) option 1: on the basis of the generated multiple need to sort its elements in descending order of effectiveness and ascending order of resources. Next, present the result of the ordering according to the structure of table 1. The first element in order, for which the total amount of resources to improve the performance of the operation stage should not exceed their specified amount, that is, corresponds to the desired solution. If there is no such element, there is no solution to the problem.
b) option 2: on the basis of the formed set, it is necessary to select the element from the second column of the formed table 1 for which the efficiency indicator of the operation stage is equal to its specified value.
Further, the elements of the set of valid States of a hierarchy of performance indicators should be streamlined in descending order of effectiveness and ascending order of cost and then to submit the results in a table. LPR is given the choice of the optimal solution from the second column of table 1.
List of references
1. Brooks, P. Metrics for it service management/ Peter Brooks; lane. – M.: Alpina Business Books, 2008. – 283 p.].
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