2013
Ricardo Luis dos Santos, Juliano Araujo Wickboldt, Bruno Lopes Dalmazo, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Roben Castagna Lunardi
Identifying the root cause of failures in IT changes: Novel strategies and trade-offs Inproceedings
In: 13th IFIP/IEEE International Symposium on Integrated Network Management (IM 2013), Ghent, Belgium, May 27-31, 2013, pp. 118–125, IEEE, 2013, ISSN: 1573-0077.
Abstract Links BibTeX Tags: Change Management Problem Management Root Cause Analysis
@inproceedings{DBLP:conf/im/SantosWDGGL13,
title = {Identifying the root cause of failures in IT changes: Novel strategies and trade-offs},
author = {Ricardo Luis dos Santos and Juliano Araujo Wickboldt and Bruno Lopes Dalmazo and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Roben Castagna Lunardi},
url = {http://ieeexplore.ieee.org/document/6572977/},
issn = {1573-0077},
year = {2013},
date = {2013-01-01},
booktitle = {13th IFIP/IEEE International Symposium on Integrated Network Management (IM 2013), Ghent, Belgium, May 27-31, 2013},
pages = {118--125},
publisher = {IEEE},
abstract = {Despite the Change and Problem Management have received significant attention from the academic community in recent years, the developed solutions do not identify the root cause of failures in IT Changes and, in some cases, only detect software failures. To address this, in this paper, we introduce four strategies to identify root cause of problems based on an interactive approach, in which the Diagnosis System questions a human operator. The strategies introduced and evaluated in this paper are built upon a system we have developed previously, but whose root cause identification was more rudimentary. A case study that uses the improved solution is conducted for the purpose of analyzing the diagnostics generated. Thus, it was possible to compare the diagnostics generated by each strategy, identifying any trends.},
keywords = {Change Management, Problem Management, Root Cause Analysis},
pubstate = {published},
tppubtype = {inproceedings}
}
Despite the Change and Problem Management have received significant attention from the academic community in recent years, the developed solutions do not identify the root cause of failures in IT Changes and, in some cases, only detect software failures. To address this, in this paper, we introduce four strategies to identify root cause of problems based on an interactive approach, in which the Diagnosis System questions a human operator. The strategies introduced and evaluated in this paper are built upon a system we have developed previously, but whose root cause identification was more rudimentary. A case study that uses the improved solution is conducted for the purpose of analyzing the diagnostics generated. Thus, it was possible to compare the diagnostics generated by each strategy, identifying any trends.
2011
Juliano Araujo Wickboldt, Luís Armando Bianchin, Roben Castagna Lunardi, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Claudio Bartolini
A framework for risk assessment based on analysis of historical information of workflow execution in IT systems Journal Article
In: Elsevier Computer Networks, 55 (13), pp. 2954–2975, 2011, ISSN: 1389-1286.
Abstract Links BibTeX Tags: Change Management COBIT ITIL Project Management Risk Management
@article{DBLP:journals/cn/WickboldtBLGGB11,
title = {A framework for risk assessment based on analysis of historical information of workflow execution in IT systems},
author = {Juliano Araujo Wickboldt and Luís Armando Bianchin and Roben Castagna Lunardi and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Claudio Bartolini},
url = {https://doi.org/10.1016/j.comnet.2011.05.025},
doi = {10.1016/j.comnet.2011.05.025},
issn = {1389-1286},
year = {2011},
date = {2011-01-01},
journal = {Elsevier Computer Networks},
volume = {55},
number = {13},
pages = {2954--2975},
abstract = {Services provided by modern organizations are usually designed, deployed, and supported by large-scale IT infrastructures. In order to obtain the best performance out of these services, it is essential that organizations enforce rational practices for the management of the resources that compose their infrastructures. A common point in most guides and libraries of best practices for IT management – such as ITIL or COBIT – is the explicit concern with the risks related to IT activities. Proactively dealing with adverse and favorable events that may arise during everyday operations might prevent, for example: delay on deployment of services, cost overrun in activities, predictable failures of handled resources, and, consequently, waste of money. Although important, risk management in practice usually lacks in automation and standardization in IT environments. Therefore, in this article, we introduce a framework to support the automation of some key steps of risk management. Our goal is to organize risk information related to IT activities providing support for decision making thus turning risk response planning simpler, faster, and more accurate. The proposed framework is targeted to workflow-based IT management systems. The fundamental approach is to learn from problems reported in the history of previously conducted workflows in order to estimate risks for future executions. We evaluated the applicability of the framework in two case studies both in IT related areas, namely: IT change management and IT project management. The results show how the framework is not only useful to speed up the risk assessment process, but also to assist the decision making of project managers and IT operators by organizing risk detailed information in a comprehensive way.},
keywords = {Change Management, COBIT, ITIL, Project Management, Risk Management},
pubstate = {published},
tppubtype = {article}
}
Services provided by modern organizations are usually designed, deployed, and supported by large-scale IT infrastructures. In order to obtain the best performance out of these services, it is essential that organizations enforce rational practices for the management of the resources that compose their infrastructures. A common point in most guides and libraries of best practices for IT management – such as ITIL or COBIT – is the explicit concern with the risks related to IT activities. Proactively dealing with adverse and favorable events that may arise during everyday operations might prevent, for example: delay on deployment of services, cost overrun in activities, predictable failures of handled resources, and, consequently, waste of money. Although important, risk management in practice usually lacks in automation and standardization in IT environments. Therefore, in this article, we introduce a framework to support the automation of some key steps of risk management. Our goal is to organize risk information related to IT activities providing support for decision making thus turning risk response planning simpler, faster, and more accurate. The proposed framework is targeted to workflow-based IT management systems. The fundamental approach is to learn from problems reported in the history of previously conducted workflows in order to estimate risks for future executions. We evaluated the applicability of the framework in two case studies both in IT related areas, namely: IT change management and IT project management. The results show how the framework is not only useful to speed up the risk assessment process, but also to assist the decision making of project managers and IT operators by organizing risk detailed information in a comprehensive way.
Ricardo Luis dos Santos, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Bruno Lopes Dalmazo, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Claudio Bartolini, Marianne Hickey
A solution for identifying the root cause of problems in IT change management Inproceedings
In: 12th IFIP/IEEE International Symposium on Integrated Network Management, IM 2011, Dublin, Ireland, 23-27 May 2011, pp. 586–593, IEEE, 2011, ISSN: 1573-0077, (Mini conference paper).
Abstract Links BibTeX Tags: Change Management ITIL Problem Management Root Cause Analysis
@inproceedings{DBLP:conf/im/SantosWLDGGBH11,
title = {A solution for identifying the root cause of problems in IT change management},
author = {Ricardo Luis dos Santos and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Bruno Lopes Dalmazo and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Claudio Bartolini and Marianne Hickey},
url = {https://doi.org/10.1109/INM.2011.5990563},
doi = {10.1109/INM.2011.5990563},
issn = {1573-0077},
year = {2011},
date = {2011-01-01},
booktitle = {12th IFIP/IEEE International Symposium on Integrated Network Management, IM 2011, Dublin, Ireland, 23-27 May 2011},
pages = {586--593},
publisher = {IEEE},
abstract = {The reuse of knowledge acquired by operators to diagnose failures in Information Technology (IT) infrastructures has potential to decrease the recurrence of failures and, consequently, reduce possible losses and maintenance costs. Nevertheless, existing solutions to support failure diagnosis lack of flexibility to adapt to a constantly changing IT environment. As a result, diagnostic is performed in an ad hoc and static fashion, which hampers the reuse of knowledge to solve similar failures affecting different elements of an IT infrastructure. To bridge this gap, in this paper we propose an extension of Common Information Model (CIM), supported by a conceptual solution for the identification of the root causes of problems, adaptable to changes in the target infrastructure and applicable to similar failures. Experiments carried out considering typical failures during the deployment of IT changes provide evidence about the efficacy of the proposed solution.},
note = {Mini conference paper},
keywords = {Change Management, ITIL, Problem Management, Root Cause Analysis},
pubstate = {published},
tppubtype = {inproceedings}
}
The reuse of knowledge acquired by operators to diagnose failures in Information Technology (IT) infrastructures has potential to decrease the recurrence of failures and, consequently, reduce possible losses and maintenance costs. Nevertheless, existing solutions to support failure diagnosis lack of flexibility to adapt to a constantly changing IT environment. As a result, diagnostic is performed in an ad hoc and static fashion, which hampers the reuse of knowledge to solve similar failures affecting different elements of an IT infrastructure. To bridge this gap, in this paper we propose an extension of Common Information Model (CIM), supported by a conceptual solution for the identification of the root causes of problems, adaptable to changes in the target infrastructure and applicable to similar failures. Experiments carried out considering typical failures during the deployment of IT changes provide evidence about the efficacy of the proposed solution.
Ricardo Luis dos Santos, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Bruno Lopes Dalmazo, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary
Identificação Interativa da Causa Raiz de Problemas em Execuções de Mudanças de TI Inproceedings
In: 29º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2011, Campo Grande, Brazil, May 30-June 3, 2011, pp. 891–904, SBC, 2011, ISSN: 2177-496X, (In portuguese).
Abstract Links BibTeX Tags: Change Management ITIL Problem Management Root Cause Analysis
@inproceedings{conf/sbrc/dosSantosProblems11,
title = {Identificação Interativa da Causa Raiz de Problemas em Execuções de Mudanças de TI},
author = {Ricardo Luis dos Santos and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Bruno Lopes Dalmazo and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary},
url = {https://www.inf.ufrgs.br/~jwickboldt/wp-content/uploads/SBRC-2011-Identificação-Interativa-da-Causa-Raiz-de-Problemas-em-Execuções-de-Mudanças-de-TI.pdf},
issn = {2177-496X},
year = {2011},
date = {2011-01-01},
booktitle = {29º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2011, Campo Grande, Brazil, May 30-June 3, 2011},
pages = {891--904},
publisher = {SBC},
abstract = {The reuse of knowledge acquired by operators to diagnose failures inInformation Technology (IT) infrastructures has potential to improve the processof root cause identification of recurring failures, minimizing potential losses andmaintenance costs. Nevertheless, in existing solutions the diagnostic process isperformed in an ad hoc and static fashion, which hampers the reuse of knowledgein recurring and similar failures. In previous work, we have proposeda solution to identify the root cause of reccuring problems in IT change management,adaptable to the current state of target infrastructure. In this paper weextend our previous this solution, improving the root cause identification process.Experiments carried out considering recurring failures provide evidenceabout the improvements in new version of solution compared to the previousresults.},
note = {In portuguese},
keywords = {Change Management, ITIL, Problem Management, Root Cause Analysis},
pubstate = {published},
tppubtype = {inproceedings}
}
The reuse of knowledge acquired by operators to diagnose failures inInformation Technology (IT) infrastructures has potential to improve the processof root cause identification of recurring failures, minimizing potential losses andmaintenance costs. Nevertheless, in existing solutions the diagnostic process isperformed in an ad hoc and static fashion, which hampers the reuse of knowledgein recurring and similar failures. In previous work, we have proposeda solution to identify the root cause of reccuring problems in IT change management,adaptable to the current state of target infrastructure. In this paper weextend our previous this solution, improving the root cause identification process.Experiments carried out considering recurring failures provide evidenceabout the improvements in new version of solution compared to the previousresults.
Juliano Araujo Wickboldt
A framework for risk assessment based on analysis of historical information of workflow execution in IT systems Masters Thesis
Universidade Federal do Rio Grande do Sul, Porto Alegre, Brazil, 2011.
Abstract Links BibTeX Tags: Change Management COBIT ITIL Project Management Risk Management
@mastersthesis{msc/ndltd/Wickboldt11,
title = {A framework for risk assessment based on analysis of historical information of workflow execution in IT systems},
author = {Juliano Araujo Wickboldt},
url = {http://hdl.handle.net/10183/31121},
year = {2011},
date = {2011-01-01},
school = {Universidade Federal do Rio Grande do Sul, Porto Alegre, Brazil},
abstract = {Products and services provided by modern organizations are usually designed, deployed, and supported by large-scale Information Technology (IT) infrastructures. In order to obtain the best performance out of provided products and services, it is essential that these organizations enforce rational practices for the management of resources that compose their infrastructures. For this purpose, in recent years a few standards and libraries of best practices for IT infrastructures and services management have been proposed. Among the most widely accepted proposals, in both academy and industry, is worth mentioning the Information Technology Infrastructure Library (ITIL). A common point in most of those standards and libraries is the explicit concern with the risks related to IT activities. Proactively dealing with adverse and favorable events that may arise during everyday operations might prevent, for example: delay on deployment of services, cost overrun in activities, predictable failures of handled resources, and, consequently waste of money. Although important, risk management in practice usually lacks in automation and standardization in IT environments. Generally, it is performed by stakeholders in interviews and brainstorms, which may be a very time/resource-consuming task and sometimes too imprecise to guide risk related decisions. Therefore, in this dissertation, a framework to support the automation of some key phases of risk management is proposed, aiming to make it simpler, faster, and more accurate. The proposed framework is targeted to work ow-based IT management systems. The main approach is to learn from problems reported in the history of previously conducted work ows in order to estimate risks for future executions. Furthermore, comprehensive and interactive risk reports are proposed aiming to ease the analysis of assessed risks by involved humans. The proposed framework had its applicability evaluated in two case studies both in IT related areas, namely: IT Change Management and IT Project Management. The results show how the framework is not only useful to speed up the risk assessment process, but also to assist the decision making of project managers and IT operators by organizing risk detailed information in a comprehensive way. In addition, the modular approach employed in the design of the proposed framework allows it to be generic enough to t in di erent contexts (changes and projects) and still customizable to adapt to more speci c requirements.},
keywords = {Change Management, COBIT, ITIL, Project Management, Risk Management},
pubstate = {published},
tppubtype = {mastersthesis}
}
Products and services provided by modern organizations are usually designed, deployed, and supported by large-scale Information Technology (IT) infrastructures. In order to obtain the best performance out of provided products and services, it is essential that these organizations enforce rational practices for the management of resources that compose their infrastructures. For this purpose, in recent years a few standards and libraries of best practices for IT infrastructures and services management have been proposed. Among the most widely accepted proposals, in both academy and industry, is worth mentioning the Information Technology Infrastructure Library (ITIL). A common point in most of those standards and libraries is the explicit concern with the risks related to IT activities. Proactively dealing with adverse and favorable events that may arise during everyday operations might prevent, for example: delay on deployment of services, cost overrun in activities, predictable failures of handled resources, and, consequently waste of money. Although important, risk management in practice usually lacks in automation and standardization in IT environments. Generally, it is performed by stakeholders in interviews and brainstorms, which may be a very time/resource-consuming task and sometimes too imprecise to guide risk related decisions. Therefore, in this dissertation, a framework to support the automation of some key phases of risk management is proposed, aiming to make it simpler, faster, and more accurate. The proposed framework is targeted to work ow-based IT management systems. The main approach is to learn from problems reported in the history of previously conducted work ows in order to estimate risks for future executions. Furthermore, comprehensive and interactive risk reports are proposed aiming to ease the analysis of assessed risks by involved humans. The proposed framework had its applicability evaluated in two case studies both in IT related areas, namely: IT Change Management and IT Project Management. The results show how the framework is not only useful to speed up the risk assessment process, but also to assist the decision making of project managers and IT operators by organizing risk detailed information in a comprehensive way. In addition, the modular approach employed in the design of the proposed framework allows it to be generic enough to t in di erent contexts (changes and projects) and still customizable to adapt to more speci c requirements.
2010
Luís Armando Bianchin, Juliano Araujo Wickboldt, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Claudio Bartolini, Maher Rahmouni
Similarity metric for risk assessment in IT change plans Inproceedings
In: 6th International Conference on Network and Service Management, CNSM 2010, Niagara Falls, Canada, October 25-29, 2010, pp. 25–32, IEEE, 2010.
Abstract Links BibTeX Tags: Change Management ITIL Risk Management Workflow Similarity
@inproceedings{DBLP:conf/cnsm/BianchinWGGBR10,
title = {Similarity metric for risk assessment in IT change plans},
author = {Luís Armando Bianchin and Juliano Araujo Wickboldt and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Claudio Bartolini and Maher Rahmouni},
url = {https://doi.org/10.1109/CNSM.2010.5691340},
doi = {10.1109/CNSM.2010.5691340},
year = {2010},
date = {2010-01-01},
booktitle = {6th International Conference on Network and Service Management, CNSM 2010, Niagara Falls, Canada, October 25-29, 2010},
pages = {25--32},
publisher = {IEEE},
abstract = {The proper management of IT infrastructures is essential for organizations that aim to deliver high quality services. Given the dynamics of these infrastructures, changes become imminent. In some cases, these changes might raise failures, causing disruption to provided services and consequently affecting the business continuity. Therefore, it is strongly recommended to evaluate the risks associated with changes before their actual execution. Learning from information of past deployed changes it is possible to estimate the risks for recently planned ones. Thereby, in this paper, we propose a solution to weigh the information available from past executed plans by the similarity calculated in relation with the analyzed change plan. A prototype system has been developed in order to evaluate the effectiveness of the solution over an emulated IT infrastructure. The results obtained show that the solution is capable of capturing similarity among activities in change plans, improving the accuracy of risk assessment for IT change planning.},
keywords = {Change Management, ITIL, Risk Management, Workflow Similarity},
pubstate = {published},
tppubtype = {inproceedings}
}
The proper management of IT infrastructures is essential for organizations that aim to deliver high quality services. Given the dynamics of these infrastructures, changes become imminent. In some cases, these changes might raise failures, causing disruption to provided services and consequently affecting the business continuity. Therefore, it is strongly recommended to evaluate the risks associated with changes before their actual execution. Learning from information of past deployed changes it is possible to estimate the risks for recently planned ones. Thereby, in this paper, we propose a solution to weigh the information available from past executed plans by the similarity calculated in relation with the analyzed change plan. A prototype system has been developed in order to evaluate the effectiveness of the solution over an emulated IT infrastructure. The results obtained show that the solution is capable of capturing similarity among activities in change plans, improving the accuracy of risk assessment for IT change planning.
Roben Castagna Lunardi, Fabrício Girardi Andreis, Weverton Luis da Costa Cordeiro, Juliano Araujo Wickboldt, Bruno Lopes Dalmazo, Ricardo Luis dos Santos, Luís Armando Bianchin, Luciano Paschoal Gaspary, Lisandro Zambenedetti Granville, Claudio Bartolini
On strategies for planning the assignment of human resources to IT change activities Inproceedings
In: 12th IEEE/IFIP Network Operations and Management Symposium, NOMS 2010, 19-23 April 2010, Osaka, Japan, pp. 248–255, IEEE, 2010, ISSN: 1542-1201.
Abstract Links BibTeX Tags: Change Management Change Planning ITIL
@inproceedings{DBLP:conf/noms/LunardiACWDSBGGB10,
title = {On strategies for planning the assignment of human resources to IT change activities},
author = {Roben Castagna Lunardi and Fabrício Girardi Andreis and Weverton Luis da Costa Cordeiro and Juliano Araujo Wickboldt and Bruno Lopes Dalmazo and Ricardo Luis dos Santos and Luís Armando Bianchin and Luciano Paschoal Gaspary and Lisandro Zambenedetti Granville and Claudio Bartolini},
url = {https://doi.org/10.1109/NOMS.2010.5488470},
doi = {10.1109/NOMS.2010.5488470},
issn = {1542-1201},
year = {2010},
date = {2010-01-01},
booktitle = {12th IEEE/IFIP Network Operations and Management Symposium, NOMS 2010, 19-23 April 2010, Osaka, Japan},
pages = {248--255},
publisher = {IEEE},
abstract = {Planning is a fundamental sub-process of the overarching Information Technology (IT) change management process, proposed by the Information Technology Infrastructure Library to help organizations to deploy and maintain IT services in an effective and efficient way. A major issue behind IT change planning and of special importance for the alignment of changes with business objectives/constraints - the adequate projection of which human resources to assign to change activities - has not been properly addressed in previous investigations. To fill this gap, in this paper we propose and analyze novel strategies for planning the assignment of human resources to change activities. These strategies explore different ways to prioritize humans to activities (i.e., from the most to the less efficient or proficient humans), and to rank/cluster the activities that should be analyzed first. The novel strategies have been experimentally evaluated through ChangeAdvisor, a prototypical implementation of a decision support system that helps IT administrators in the task of understanding the trade-offs between alternative change designs.},
keywords = {Change Management, Change Planning, ITIL},
pubstate = {published},
tppubtype = {inproceedings}
}
Planning is a fundamental sub-process of the overarching Information Technology (IT) change management process, proposed by the Information Technology Infrastructure Library to help organizations to deploy and maintain IT services in an effective and efficient way. A major issue behind IT change planning and of special importance for the alignment of changes with business objectives/constraints - the adequate projection of which human resources to assign to change activities - has not been properly addressed in previous investigations. To fill this gap, in this paper we propose and analyze novel strategies for planning the assignment of human resources to change activities. These strategies explore different ways to prioritize humans to activities (i.e., from the most to the less efficient or proficient humans), and to rank/cluster the activities that should be analyzed first. The novel strategies have been experimentally evaluated through ChangeAdvisor, a prototypical implementation of a decision support system that helps IT administrators in the task of understanding the trade-offs between alternative change designs.
Luís Armando Bianchin, Juliano Araujo Wickboldt, Ricardo Luis dos Santos, Roben Castagna Lunardi, Bruno Lopes Dalmazo, Fabrício Girardi Andreis, Weverton Luis da Costa Cordeiro, Abraham Lincoln Rabelo de Sousa, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary
Similaridade para Avaliação de Riscos em Planos de Mudança de TI Inproceedings
In: 15º Workshop de Gerência e Operação de Redes e Serviços, WGRS 2010, Gramado, Brazil, May 24-28, 2010, pp. 103–116, SBC, 2010, ISSN: 2177-496X, (In portuguese).
Abstract Links BibTeX Tags: Change Management ITIL Risk Management Workflow Similarity
@inproceedings{conf/wgrs/Bianchin10,
title = {Similaridade para Avaliação de Riscos em Planos de Mudança de TI},
author = {Luís Armando Bianchin and Juliano Araujo Wickboldt and Ricardo Luis dos Santos and Roben Castagna Lunardi and Bruno Lopes Dalmazo and Fabrício Girardi Andreis and Weverton Luis da Costa Cordeiro and Abraham Lincoln Rabelo de Sousa and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary},
url = {http://www.inf.ufrgs.br/~jwickboldt/wp-content/uploads/wgrs2010_similaridade.pdf},
issn = {2177-496X},
year = {2010},
date = {2010-01-01},
booktitle = {15º Workshop de Gerência e Operação de Redes e Serviços, WGRS 2010, Gramado, Brazil, May 24-28, 2010},
pages = {103--116},
publisher = {SBC},
abstract = {The proper management of IT infrastructures is essential for organizations that aim to deliver high quality services. Given the dynamics of these environments, changes become imminent. In some cases these changes might raise failures that may cause disruption to services affecting the business continuity, which makes necessary the evaluation of the risks associated with changes before their actual execution. Taking advantage of information from past deployed changes it’s possible to estimate the risks for recently planned ones. Thereby, in this paper, we propose a solution to weigh the information available from past executed changes by the similarity calculated in relation with the analyzed change. A prototype system was developed in order to evaluate the efficacy of the solution in an emulated IT infrastructure. The results show that the solution is capable of capturing similarity among changes, improving the accuracy of risk assessment for IT change planning.},
note = {In portuguese},
keywords = {Change Management, ITIL, Risk Management, Workflow Similarity},
pubstate = {published},
tppubtype = {inproceedings}
}
The proper management of IT infrastructures is essential for organizations that aim to deliver high quality services. Given the dynamics of these environments, changes become imminent. In some cases these changes might raise failures that may cause disruption to services affecting the business continuity, which makes necessary the evaluation of the risks associated with changes before their actual execution. Taking advantage of information from past deployed changes it’s possible to estimate the risks for recently planned ones. Thereby, in this paper, we propose a solution to weigh the information available from past executed changes by the similarity calculated in relation with the analyzed change. A prototype system was developed in order to evaluate the efficacy of the solution in an emulated IT infrastructure. The results show that the solution is capable of capturing similarity among changes, improving the accuracy of risk assessment for IT change planning.
2009
Juliano Araujo Wickboldt, Luís Armando Bianchin, Roben Castagna Lunardi, Fabricio Girardi Andreis, Weverton Luis da Costa Cordeiro, Cristiano Bonato Both, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, David Trastour, Claudio Bartolini
Improving IT Change Management Processes with Automated Risk Assessment Inproceedings
In: 20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2009, Integrated Management of Systems, Services, Processes and People in IT, Venice, Italy, October 27-28, 2009, pp. 71–84, Springer, Venice, Italy, 2009.
Abstract Links BibTeX Tags: Change Management ITIL Risk Management
@inproceedings{DBLP:conf/dsom/WickboldtBLACBGGTB09,
title = {Improving IT Change Management Processes with Automated Risk Assessment},
author = {Juliano Araujo Wickboldt and Luís Armando Bianchin and Roben Castagna Lunardi and Fabricio Girardi Andreis and Weverton Luis da Costa Cordeiro and Cristiano Bonato Both and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and David Trastour and Claudio Bartolini},
url = {https://doi.org/10.1007/978-3-642-04989-7_6},
doi = {10.1007/978-3-642-04989-7_6},
year = {2009},
date = {2009-01-01},
booktitle = {20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2009, Integrated Management of Systems, Services, Processes and People in IT, Venice, Italy, October 27-28, 2009},
volume = {5841},
pages = {71--84},
publisher = {Springer},
address = {Venice, Italy},
series = {Lecture Notes in Computer Science},
abstract = {The rational management of IT infrastructures is a goal of modern organizations that aim to deliver high quality services to their customers in an affordable way. Since changes are imminent in such a dynamic environment, failures during this process may directly affect business continuity. Hence, risk assessment is a key process in IT change management. Despite its importance, risks are usually assessed by humans based on empirical knowledge, leading to inaccurate basis for decision making. In this paper, we present a solution for automating the risk assessment process, which combines historical data from previous changes and analyzes impact of changes over affected elements. A prototypical system was developed to evaluate the solution on an emulated IT infrastructure. The results achieved show how the automated solution is capable of raising the quality of changes, therefore reducing service disruption caused by changes.},
keywords = {Change Management, ITIL, Risk Management},
pubstate = {published},
tppubtype = {inproceedings}
}
The rational management of IT infrastructures is a goal of modern organizations that aim to deliver high quality services to their customers in an affordable way. Since changes are imminent in such a dynamic environment, failures during this process may directly affect business continuity. Hence, risk assessment is a key process in IT change management. Despite its importance, risks are usually assessed by humans based on empirical knowledge, leading to inaccurate basis for decision making. In this paper, we present a solution for automating the risk assessment process, which combines historical data from previous changes and analyzes impact of changes over affected elements. A prototypical system was developed to evaluate the solution on an emulated IT infrastructure. The results achieved show how the automated solution is capable of raising the quality of changes, therefore reducing service disruption caused by changes.
Roben Castagna Lunardi, Weverton Luis da Costa Cordeiro, Fabrício Girardi Andreis, Juliano Araujo Wickboldt, Cristiano Bonato Both, Luciano Paschoal Gaspary, Lisandro Zambenedetti Granville, David Trastour, Claudio Bartolini
ChangeAdvisor: A Solution to Support Alignment of IT Change Design with Business Objectives/Constraints Inproceedings
In: 20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2009, Integrated Management of Systems, Services, Processes and People in IT, Venice, Italy, October 27-28, 2009, pp. 138–151, Springer, 2009.
Abstract Links BibTeX Tags: Change Management Change Planning ITIL
@inproceedings{DBLP:conf/dsom/LunardiCAWBGGTB09,
title = {ChangeAdvisor: A Solution to Support Alignment of IT Change Design with Business Objectives/Constraints},
author = {Roben Castagna Lunardi and Weverton Luis da Costa Cordeiro and Fabrício Girardi Andreis and Juliano Araujo Wickboldt and Cristiano Bonato Both and Luciano Paschoal Gaspary and Lisandro Zambenedetti Granville and David Trastour and Claudio Bartolini},
url = {https://doi.org/10.1007/978-3-642-04989-7_11},
doi = {10.1007/978-3-642-04989-7_11},
year = {2009},
date = {2009-01-01},
booktitle = {20th IFIP/IEEE International Workshop on Distributed Systems: Operations and Management, DSOM 2009, Integrated Management of Systems, Services, Processes and People in IT, Venice, Italy, October 27-28, 2009},
volume = {5841},
pages = {138--151},
publisher = {Springer},
series = {Lecture Notes in Computer Science},
abstract = {Change planning represents a key element for the operation and management of Information Technology infrastructures and services. Its scope ranges from the high level design of a change request to the generation, either manually or automatically, of detailed plans that, if executed, will perform the requested changes (e.g., modification of network device settings and deployment of new services). A fundamental problem is that, although correct, such detailed plans may not be necessarily aligned with the requirements defined in the business level (e.g., minimization of the downtime of a given service). To overcome this problem, in this paper we propose a solution for the alignment of change plans with business objectives/constraints. The solution is analyzed experimentally through a prototypical implementation of a decision support system called ChangeAdvisor, which helps operators to understand the trade-offs between alternative change designs.},
keywords = {Change Management, Change Planning, ITIL},
pubstate = {published},
tppubtype = {inproceedings}
}
Change planning represents a key element for the operation and management of Information Technology infrastructures and services. Its scope ranges from the high level design of a change request to the generation, either manually or automatically, of detailed plans that, if executed, will perform the requested changes (e.g., modification of network device settings and deployment of new services). A fundamental problem is that, although correct, such detailed plans may not be necessarily aligned with the requirements defined in the business level (e.g., minimization of the downtime of a given service). To overcome this problem, in this paper we propose a solution for the alignment of change plans with business objectives/constraints. The solution is analyzed experimentally through a prototypical implementation of a decision support system called ChangeAdvisor, which helps operators to understand the trade-offs between alternative change designs.
Weverton Luis da Costa Cordeiro, Guilherme Sperb Machado, Fabrício Girardi Andreis, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Alan Diego dos Santos, Cristiano Bonato Both, Luciano Paschoal Gaspary, Lisandro Zambenedetti Granville, David Trastour, Claudio Bartolini
ChangeMiner: A solution for discovering IT change templates from past execution traces Inproceedings
In: 11th IFIP/IEEE International Symposium on Integrated Network Management, IM 2009, Hofstra University, Long Island, NY, USA, June 1-5, 2009, pp. 97–104, IEEE, 2009.
Abstract Links BibTeX Tags: Change Management Data Mining ITIL Request for Change Templates
@inproceedings{DBLP:conf/im/CordeiroMAWLSBGGTB09,
title = {ChangeMiner: A solution for discovering IT change templates from past execution traces},
author = {Weverton Luis da Costa Cordeiro and Guilherme Sperb Machado and Fabrício Girardi Andreis and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Alan Diego dos Santos and Cristiano Bonato Both and Luciano Paschoal Gaspary and Lisandro Zambenedetti Granville and David Trastour and Claudio Bartolini},
url = {https://doi.org/10.1109/INM.2009.5188792},
doi = {10.1109/INM.2009.5188792},
year = {2009},
date = {2009-01-01},
booktitle = {11th IFIP/IEEE International Symposium on Integrated Network Management, IM 2009, Hofstra University, Long Island, NY, USA, June 1-5, 2009},
pages = {97--104},
publisher = {IEEE},
abstract = {The main goal of change management is to ensure that standardized methods and procedures are used for the efficient and prompt handling of changes in IT systems, in order to minimize change-related incidents and service-delivery disruption. To meet this goal, it is of paramount importance reusing the experience acquired from previous changes in the design of subsequent ones. Two distinct approaches may be usefully combined to this end. In a top-down approach, IT operators may manually design change templates based on the knowledge owned/acquired in the past. Considering a reverse, bottom-up perspective, these templates could be discovered from past execution traces gathered from IT provisioning tools. While the former has been satisfactorily explored in previous investigations, the latter - despite its undeniable potential to result in accurate templates in a reduced time scale - has not been subject of research, as far as the authors are aware of, by the service operations and management community. To fill in this gap, this paper proposes a solution, inspired on process mining techniques, to discover change templates from past changes. The solution is analyzed through a prototypical implementation of a change template miner subsystem called CHANGEMINER, and a set of experiments based on a real-life scenario.},
keywords = {Change Management, Data Mining, ITIL, Request for Change Templates},
pubstate = {published},
tppubtype = {inproceedings}
}
The main goal of change management is to ensure that standardized methods and procedures are used for the efficient and prompt handling of changes in IT systems, in order to minimize change-related incidents and service-delivery disruption. To meet this goal, it is of paramount importance reusing the experience acquired from previous changes in the design of subsequent ones. Two distinct approaches may be usefully combined to this end. In a top-down approach, IT operators may manually design change templates based on the knowledge owned/acquired in the past. Considering a reverse, bottom-up perspective, these templates could be discovered from past execution traces gathered from IT provisioning tools. While the former has been satisfactorily explored in previous investigations, the latter - despite its undeniable potential to result in accurate templates in a reduced time scale - has not been subject of research, as far as the authors are aware of, by the service operations and management community. To fill in this gap, this paper proposes a solution, inspired on process mining techniques, to discover change templates from past changes. The solution is analyzed through a prototypical implementation of a change template miner subsystem called CHANGEMINER, and a set of experiments based on a real-life scenario.
Juliano Araujo Wickboldt, Guilherme Sperb Machado, Weverton Luis da Costa Cordeiro, Roben Castagna Lunardi, Alan Diego dos Santos, Fabrício Girardi Andreis, Cristiano Bonato Both, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary, Claudio Bartolini, David Trastour
A solution to support risk analysis on IT Change Management Inproceedings
In: 11th IFIP/IEEE International Symposium on Integrated Network Management, IM 2009, Hofstra University, Long Island, NY, USA, June 1-5, 2009, pp. 445–452, IEEE, 2009, (Mini conference paper).
Abstract Links BibTeX Tags: Change Management ITIL Risk Management
@inproceedings{DBLP:conf/im/WickboldtMCLSABGGBT09,
title = {A solution to support risk analysis on IT Change Management},
author = {Juliano Araujo Wickboldt and Guilherme Sperb Machado and Weverton Luis da Costa Cordeiro and Roben Castagna Lunardi and Alan Diego dos Santos and Fabrício Girardi Andreis and Cristiano Bonato Both and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary and Claudio Bartolini and David Trastour},
url = {https://doi.org/10.1109/INM.2009.5188847},
doi = {10.1109/INM.2009.5188847},
year = {2009},
date = {2009-01-01},
booktitle = {11th IFIP/IEEE International Symposium on Integrated Network Management, IM 2009, Hofstra University, Long Island, NY, USA, June 1-5, 2009},
pages = {445--452},
publisher = {IEEE},
abstract = {The growing necessity of organizations in using technologies to support to their operations implies that managing IT resources became a mission-critical issue for the health of the primary companies' businesses. Thus, in order to minimize problems in the IT infrastructure, possibly affecting the daily business operations, risks intrinsic to the change process have to be analyzed and assessed. Risk management is a widely discussed subject in several areas, although for IT change management it is quite a new discipline. The information technology infrastructure library (ITIL) introduces a set of best practices to conduct the management of IT infrastructures. According to ITIL, risks should be investigated, measured, and mitigated before any change is approved. Even with these guidelines, there is no default automatic method for risk assessment in IT change management. In this paper we introduce a risk analysis method based on the execution history of past changes. In addition, we propose a failure representation model to capture the feedback of the execution of changes over IT infrastructures.},
note = {Mini conference paper},
keywords = {Change Management, ITIL, Risk Management},
pubstate = {published},
tppubtype = {inproceedings}
}
The growing necessity of organizations in using technologies to support to their operations implies that managing IT resources became a mission-critical issue for the health of the primary companies' businesses. Thus, in order to minimize problems in the IT infrastructure, possibly affecting the daily business operations, risks intrinsic to the change process have to be analyzed and assessed. Risk management is a widely discussed subject in several areas, although for IT change management it is quite a new discipline. The information technology infrastructure library (ITIL) introduces a set of best practices to conduct the management of IT infrastructures. According to ITIL, risks should be investigated, measured, and mitigated before any change is approved. Even with these guidelines, there is no default automatic method for risk assessment in IT change management. In this paper we introduce a risk analysis method based on the execution history of past changes. In addition, we propose a failure representation model to capture the feedback of the execution of changes over IT infrastructures.
Guilherme Sperb Machado, Weverton Luis da Costa Cordeiro, Alan Diego dos Santos, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Fabrício Girardi Andreis, Cristiano Bonato Both, Luciano Paschoal Gaspary, Lisandro Zambenedetti Granville, David Trastour, Claudio Bartolini
Refined failure remediation for IT change management systems Inproceedings
In: 11th IFIP/IEEE International Symposium on Integrated Network Management, IM 2009, Hofstra University, Long Island, NY, USA, June 1-5, 2009, pp. 638–645, IEEE, 2009, (Mini conference paper).
Abstract Links BibTeX Tags: Change Management Failure Management ITIL Remediation Rollback
@inproceedings{DBLP:conf/im/MachadoCSWLABGGTB09,
title = {Refined failure remediation for IT change management systems},
author = {Guilherme Sperb Machado and Weverton Luis da Costa Cordeiro and Alan Diego dos Santos and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Fabrício Girardi Andreis and Cristiano Bonato Both and Luciano Paschoal Gaspary and Lisandro Zambenedetti Granville and David Trastour and Claudio Bartolini},
url = {https://doi.org/10.1109/INM.2009.5188872},
doi = {10.1109/INM.2009.5188872},
year = {2009},
date = {2009-01-01},
booktitle = {11th IFIP/IEEE International Symposium on Integrated Network Management, IM 2009, Hofstra University, Long Island, NY, USA, June 1-5, 2009},
pages = {638--645},
publisher = {IEEE},
abstract = {In order to deal with failures in the deployment of IT changes and to always leave IT infrastructures into consistent states, we proposed in a previous work, a solution to automate the generation of rollback plans in IT change management systems. The solution was based on a mechanism that treats requests for change (RFC) (or parts of them) as a single atomic transaction. In this work, we extend our previous investigation and present more flexible and fine grained treatment of failures. The paper first presents extensions to our conceptual model in order (i) to give IT operators some flexibility in defining rollback actions, for example, by allowing the rollback plan to not only be a reversed change plan; and (ii) to execute different recovery activities depending on the cause and location of a problem. The paper then focuses on a refined manner to handle and treat failures in change deployments. We follow the ITIL version 3 best practises which suggest that, depending on the RFC context, the human operator can classify activities as reversible or irreversible. Such classification allows change management systems to automatically generate more accurate remediation plans. The proposal takes into account not only a precise way to define how rollback plans will be generated, but also an intuitive method enabling the operator to define compensation activities in order to complete the RFC successfully, even with the occurrence of failures. To prove the concept and technical feasibility, we have materialized our solution in the CHANGELEDGE prototype that, using elements of the business process execution language (BPEL), is able to generate correct remediation plans to handle and treat failures in IT change management systems.},
note = {Mini conference paper},
keywords = {Change Management, Failure Management, ITIL, Remediation, Rollback},
pubstate = {published},
tppubtype = {inproceedings}
}
In order to deal with failures in the deployment of IT changes and to always leave IT infrastructures into consistent states, we proposed in a previous work, a solution to automate the generation of rollback plans in IT change management systems. The solution was based on a mechanism that treats requests for change (RFC) (or parts of them) as a single atomic transaction. In this work, we extend our previous investigation and present more flexible and fine grained treatment of failures. The paper first presents extensions to our conceptual model in order (i) to give IT operators some flexibility in defining rollback actions, for example, by allowing the rollback plan to not only be a reversed change plan; and (ii) to execute different recovery activities depending on the cause and location of a problem. The paper then focuses on a refined manner to handle and treat failures in change deployments. We follow the ITIL version 3 best practises which suggest that, depending on the RFC context, the human operator can classify activities as reversible or irreversible. Such classification allows change management systems to automatically generate more accurate remediation plans. The proposal takes into account not only a precise way to define how rollback plans will be generated, but also an intuitive method enabling the operator to define compensation activities in order to complete the RFC successfully, even with the occurrence of failures. To prove the concept and technical feasibility, we have materialized our solution in the CHANGELEDGE prototype that, using elements of the business process execution language (BPEL), is able to generate correct remediation plans to handle and treat failures in IT change management systems.
Juliano Araujo Wickboldt, Roben Castagna Lunardi, Guilherme Sperb Machado, Weverton Luis da Costa Cordeiro, Alan Diego dos Santos, Fabrício Girardi Andreis, Cristiano Bonato Both, Lisandro Zambenedetti Granville, Luciano Paschoal Gaspary
Automatizando a Estimativa de Riscos em Sistemas de Gerenciamento de Mudanças em TI Inproceedings
In: 27º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2009, Recife, Brazil, May 25-29, 2009, pp. 437-450, SBC, 2009, ISBN: 978-85-7669-226-3, (In portuguese).
Abstract Links BibTeX Tags: Change Management ITIL Risk Management
@inproceedings{conf/sbrc/Wickboldt09,
title = {Automatizando a Estimativa de Riscos em Sistemas de Gerenciamento de Mudanças em TI},
author = {Juliano Araujo Wickboldt and Roben Castagna Lunardi and Guilherme Sperb Machado and Weverton Luis da Costa Cordeiro and Alan Diego dos Santos and Fabrício Girardi Andreis and Cristiano Bonato Both and Lisandro Zambenedetti Granville and Luciano Paschoal Gaspary},
url = {https://www.inf.ufrgs.br/~jwickboldt/wp-content/uploads/SBRC-2009-Automatizando_a_Estimativa_de_Riscos.pdf},
isbn = {978-85-7669-226-3},
year = {2009},
date = {2009-01-01},
booktitle = {27º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2009, Recife, Brazil, May 25-29, 2009},
pages = {437-450},
publisher = {SBC},
abstract = {Modern organizations take advantage of complex IT infrastructures in order to support their daily operations. Since these environments require special care, whenever changes become necessary, risks associated to them should be investigated. Usually, risk assessment is made by humans based only on their empirical knowledge, which is a very prohibitive task to do, that might lead to inaccurate or incomplete conclusions about risks associated to changes. In this paper, we present a solution for automating the process of risk assessment, based on data collected from past changes in order to identify possible problems for subsequent ones. A prototypical system was developed to evaluate the solution on an emulated IT infrastructure. The results achieved show how the automated solution is capable of raising the quality of the change planning as well as the organization of the managed infrastructure, in this way reducing the chances of disrupting the services delivered by the organization.},
note = {In portuguese},
keywords = {Change Management, ITIL, Risk Management},
pubstate = {published},
tppubtype = {inproceedings}
}
Modern organizations take advantage of complex IT infrastructures in order to support their daily operations. Since these environments require special care, whenever changes become necessary, risks associated to them should be investigated. Usually, risk assessment is made by humans based only on their empirical knowledge, which is a very prohibitive task to do, that might lead to inaccurate or incomplete conclusions about risks associated to changes. In this paper, we present a solution for automating the process of risk assessment, based on data collected from past changes in order to identify possible problems for subsequent ones. A prototypical system was developed to evaluate the solution on an emulated IT infrastructure. The results achieved show how the automated solution is capable of raising the quality of the change planning as well as the organization of the managed infrastructure, in this way reducing the chances of disrupting the services delivered by the organization.
Alan Diego dos Santos, Guilherme Sperb Machado, Weverton Luis da Costa Cordeiro, Fabrício Girardi Andreis, Juliano Araujo Wickboldt, Roben Castagna Lunardi, Cristiano Bonato Both, Luciano Paschoal Gaspary, Lisandro Zambenedetti Granville
Gerando planos de rollback mais eficientes em sistemas de gerenciamento de TI Inproceedings
In: 27º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2009, Recife, Brazil, May 25-29, 2009, pp. 409–422, SBC, 2009, ISBN: 978-85-7669-226-3, (In portuguese).
Abstract Links BibTeX Tags: Change Management Failure Management ITIL Remediation Rollback
@inproceedings{conf/sbrc/dosSantos09,
title = {Gerando planos de rollback mais eficientes em sistemas de gerenciamento de TI},
author = {Alan Diego dos Santos and Guilherme Sperb Machado and Weverton Luis da Costa Cordeiro and Fabrício Girardi Andreis and Juliano Araujo Wickboldt and Roben Castagna Lunardi and Cristiano Bonato Both and Luciano Paschoal Gaspary and Lisandro Zambenedetti Granville},
url = {https://www.inf.ufrgs.br/~jwickboldt/wp-content/uploads/SBRC-2009-Gerando_Planos_de_Rollback_mais_Eficientes.pdf},
isbn = {978-85-7669-226-3},
year = {2009},
date = {2009-01-01},
booktitle = {27º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2009, Recife, Brazil, May 25-29, 2009},
pages = {409--422},
publisher = {SBC},
abstract = {Change Management systems aim to coordinate and deploy changes over modern IT (Information Technology) infrastructures. However, unexpected failures may occur during the deployment of changes, leading the managed infrastructure to an inconsistent state. In order to minimize the effects caused by those failures, these systems should support compensate activities as well as rollback actions. Mostly, the generation of rollback plans is made in a rudimentary manner, undoing change activities by reversing the change plan in the same order that they were executed. Optimized rollback plans may potentially decrease the IT infrastructure recovery time and improve the use of computational resources. In this paper, it is presented a solution to the generation of optimized rollback plans in IT Change Management systems, focusing on the algorithm to achieve them. The obtained results show that optimized rollback plans are executed in a faster way, also using computational resources rationally.},
note = {In portuguese},
keywords = {Change Management, Failure Management, ITIL, Remediation, Rollback},
pubstate = {published},
tppubtype = {inproceedings}
}
Change Management systems aim to coordinate and deploy changes over modern IT (Information Technology) infrastructures. However, unexpected failures may occur during the deployment of changes, leading the managed infrastructure to an inconsistent state. In order to minimize the effects caused by those failures, these systems should support compensate activities as well as rollback actions. Mostly, the generation of rollback plans is made in a rudimentary manner, undoing change activities by reversing the change plan in the same order that they were executed. Optimized rollback plans may potentially decrease the IT infrastructure recovery time and improve the use of computational resources. In this paper, it is presented a solution to the generation of optimized rollback plans in IT Change Management systems, focusing on the algorithm to achieve them. The obtained results show that optimized rollback plans are executed in a faster way, also using computational resources rationally.
Roben Castagna Lunardi, Juliano Araujo Wickboldt, Weverton Luis da Costa Cordeiro, Fabrício Girardi Andreis, Guilherme Sperb Machado, Alan Diego dos Santos, Cristiano Bonato Both, Luciano Paschoal Gaspary, Lisandro Zambenedetti Granville
ChangeAdvisor: Alinhando o Planejamento de Mudanças em Infra-estruturas de TI a Objetivos/Restrições de Negócios Inproceedings
In: 27º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2009, Recife, Brazil, May 25-29, 2009, pp. 437–450, SBC, 2009, ISBN: 978-85-7669-226-3, (In portuguese).
Abstract Links BibTeX Tags: Change Management Change Planning ITIL
@inproceedings{conf/sbrc/Lunardi09,
title = {ChangeAdvisor: Alinhando o Planejamento de Mudanças em Infra-estruturas de TI a Objetivos/Restrições de Negócios},
author = {Roben Castagna Lunardi and Juliano Araujo Wickboldt and Weverton Luis da Costa Cordeiro and Fabrício Girardi Andreis and Guilherme Sperb Machado and Alan Diego dos Santos and Cristiano Bonato Both and Luciano Paschoal Gaspary and Lisandro Zambenedetti Granville},
url = {http://www.lbd.dcc.ufmg.br/bdbcomp/servlet/Trabalho?id=9028},
isbn = {978-85-7669-226-3},
year = {2009},
date = {2009-01-01},
booktitle = {27º Simpósio Brasileiro de Redes de Computadores e Sistemas Distribuídos, SBRC 2009, Recife, Brazil, May 25-29, 2009},
pages = {437--450},
publisher = {SBC},
abstract = {Change planning represents a key element for the operation and management of network infrastructures and services. Its scope ranges from the high level design of a change request to the generation, either manually or automatically, of detailed plans that, if executed, will materialize the requested changes (e.g., modification of network device settings and deployment of new services). A fundamental problem is that, although correct, such detailed plans may not be necessarily aligned to requirements defined in the business level. To overcome this problem, in this paper we propose a solution for the alignment of network infrastructure and service change plans to business objectives/constraints. The solution is analyzed experimentally through a prototypical implementation of a decision support system called CHANGEADVISOR, which helps operators to understand the trade-offs between alternative change designs.},
note = {In portuguese},
keywords = {Change Management, Change Planning, ITIL},
pubstate = {published},
tppubtype = {inproceedings}
}
Change planning represents a key element for the operation and management of network infrastructures and services. Its scope ranges from the high level design of a change request to the generation, either manually or automatically, of detailed plans that, if executed, will materialize the requested changes (e.g., modification of network device settings and deployment of new services). A fundamental problem is that, although correct, such detailed plans may not be necessarily aligned to requirements defined in the business level. To overcome this problem, in this paper we propose a solution for the alignment of network infrastructure and service change plans to business objectives/constraints. The solution is analyzed experimentally through a prototypical implementation of a decision support system called CHANGEADVISOR, which helps operators to understand the trade-offs between alternative change designs.