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International Conference on Service-Oriented Computing

ICSOC 2012: Service-Oriented Computing pp 48–62Cite as

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Who Do You Call? Problem Resolution through Social Compute Units

Who Do You Call? Problem Resolution through Social Compute Units

  • Bikram Sengupta20,
  • Anshu Jain20,
  • Kamal Bhattacharya20,
  • Hong-Linh Truong21 &
  • …
  • Schahram Dustdar21 
  • Conference paper
  • 2306 Accesses

  • 18 Citations

Part of the Lecture Notes in Computer Science book series (LNPSE,volume 7636)

Abstract

Service process orchestration using workflow technologies have led to significant improvements in generating predicable outcomes by automating tedious manual tasks but suffer from challenges related to the flexibility required in work especially when humans are involved. Recently emerging trends in enterprises to explore social computing concepts have realized value in more agile work process orchestrations but tend to be less predictable with respect to outcomes. In this paper we use IT services management, specifically, incident management for large scale systems, to investigate the interplay of workflow systems and social computing. We apply a recently introduced concept of Social Compute Units, and flexible teams sourced based on various parameters such as skills, availability, incident urgency, etc. in the context of resolution of incidents in an IT service provider organization. Results from simulation-based experiments indicate that the combination of SCUs and workflow based processes can lead to significant improvement in key service delivery outcomes, with average resolution time per incident and number of SLO violations being at times as low as 52.7% and 27.3% respectively of the corresponding values for pure workflow based incident management.

Keywords

  • Problem Resolution
  • Social Compute
  • Incident Management
  • Faulty Component
  • Service Level Objective

These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

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Author information

Authors and Affiliations

  1. IBM Research, India

    Bikram Sengupta, Anshu Jain & Kamal Bhattacharya

  2. Distributed Systems Group, Vienna University of Technology, Austria

    Hong-Linh Truong & Schahram Dustdar

Authors
  1. Bikram Sengupta
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  2. Anshu Jain
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  3. Kamal Bhattacharya
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  4. Hong-Linh Truong
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  5. Schahram Dustdar
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Editor information

Editors and Affiliations

  1. Faculty of ICT, Swinburne University of Technology, John Street, 3122, Hawthorn, VIC, Australia

    Chengfei Liu

  2. IBM Almaden Research Center, 650 Harry Road, 95120, San Jose, CA, USA

    Heiko Ludwig

  3. LIMOS - UMR 6158, Blaise Pascal University, Complexe scientifique des Cézeaux, 63177, Aubiere, France

    Farouk Toumani

  4. College of Computing and Information Sciences, Rochester Institute of Technology, 1 Lomb Memorial Drive, 14623, Rochester, NY, USA

    Qi Yu

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© 2012 Springer-Verlag Berlin Heidelberg

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Cite this paper

Sengupta, B., Jain, A., Bhattacharya, K., Truong, HL., Dustdar, S. (2012). Who Do You Call? Problem Resolution through Social Compute Units. In: Liu, C., Ludwig, H., Toumani, F., Yu, Q. (eds) Service-Oriented Computing. ICSOC 2012. Lecture Notes in Computer Science, vol 7636. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-34321-6_4

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  • DOI: https://doi.org/10.1007/978-3-642-34321-6_4

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-34320-9

  • Online ISBN: 978-3-642-34321-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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