Advertisement

Towards Mitigating Human Errors in IT Change Management Process

  • Venkateswara R. Madduri
  • Manish Gupta
  • Pradipta De
  • Vishal Anand
Part of the Lecture Notes in Computer Science book series (LNCS, volume 6470)

Abstract

IT service delivery is heavily dependent on skilled labor. This opens the scope for errors due to human mistakes. We propose a framework for minimizing errors due to human mistakes in Change Management process, focusing on change preparation and change execution. We developed a tool that brings better structure to the change plan, as well as, helps the change plan creator in developing a plan faster through use of knowledge-base and automatic guidance. At the change execution phase, we designed and implemented an architecture that intercepts and validates operator actions, thereby significantly reducing operator mistakes. The system can be tuned to vary the involvement of the operator. We have tested the system in a large IT delivery environment and report potential benefits.

References

  1. 1.
    It infrastructure library. itil service support, version 2.3. In: Office of Government Commerce (2000)Google Scholar
  2. 2.
    Benson, T., Sahu, S., Akella, A., Shaikh, A.: A first look at problems in the cloud. In: Proceedings of the 2nd Workshop on Hot Topics in Cloud (2010)Google Scholar
  3. 3.
    Gray, J.: Why do computers stop and what can be done about it. In: Proc of SRDS (1986)Google Scholar
  4. 4.
    Oliveira, F., Tjang, A., Bianchini, R., Martin, R.P., Nguyen, T.D.: Barricade: Defending systems against operator mistakes. In: Proc. of Eurosys (2010)Google Scholar
  5. 5.
    Oppenheimer, D., Ganapathi, A., Patterson, D.: Why do internet services fail, and what can be done about it. In: Proc. of Usenix Symposium on Internet Technologies and Systems (2003)Google Scholar
  6. 6.

Copyright information

© Springer-Verlag Berlin Heidelberg 2010

Authors and Affiliations

  • Venkateswara R. Madduri
    • 1
  • Manish Gupta
    • 1
  • Pradipta De
    • 1
  • Vishal Anand
    • 2
  1. 1.IBM Research IndiaDelhiIndia
  2. 2.IBM Integrated Technology DeliveryBangaloreIndia

Personalised recommendations