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Improvement of system performance in an IT production support environment

Author

Listed:
  • Amit Sookoo

    (University of Liverpool)

  • Lalit Garg

    (University of Malta)

  • Chinmay Chakraborty

    (Birla Institute of Technology)

Abstract

The paper aims to be to identify how dashboards can be used to help Information and Communications Technology (ICT) production support teams to manage systems better and giving business stability and performance to be able to be more competitive. This includes forecasting potential problems that can occur as well as prescribe possible solutions before there are any major system outages. Dashboards will track and monitor behaviour of systems to allow for faster turnaround time in resolving issues when it occurs. The analysis and design show how the technologies work together to create a prescriptive dashboard, e.g. alerts sent through to mobile devices (phones) which create a quick reaction time and staff not on site (vendors, remote locations, etc.) can be informed and reduce downtime to the business. The proposed method provides knowledge management requests/incidents/problems and existing monitoring tools can all be integrated to provide the support staff with possible solutions. This paper will explain how dashboards can assist ICT, with the focus on production support areas, to help resolve ICT incidents, problems, and requests. A few concerns were highlighted however these concerns form part of the continuous improvements to the prescriptive dashboards. The system model will help minimize the run around between various ICT teams for troubleshooting. The flow diagram shows how it would provide early warnings and recommended solutions based on calculations of previous ICT incidents and problems. This model is complementary in the sense that it will work/integrate with existing system monitoring tools. Various types of technologies have been identified and researched through the review of the literature. The research was conducted to identify the feel for dashboards, how they can be used, and the various technologies that can complement each other to get the success of a prescriptive dashboard.

Suggested Citation

  • Amit Sookoo & Lalit Garg & Chinmay Chakraborty, 2021. "Improvement of system performance in an IT production support environment," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 12(3), pages 461-479, June.
    • Handle: RePEc:spr:ijsaem:v:12:y:2021:i:3:d:10.1007_s13198-021-01092-0
    DOI: 10.1007/s13198-021-01092-0
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    References listed on IDEAS

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    1. Guni Claudia Nicoleta & Munteanu Victor, 2014. "The Dashboard and the Balanced Scorecard – Performance Management Tools," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 622-626, May.
    2. Jürg Känel, 2006. "Technology Trends And Their Possible Implications On The Financial Services Industry," Economic Papers, The Economic Society of Australia, vol. 25(S1), pages 80-87, December.
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    Cited by:

    1. Qiu Guo & Hechun Liu & Faez M. Hassan & Mohammed Wasim Bhatt & Ahmed Mateen Buttar, 2022. "Application of UAV tilt photogrammetry in 3D modeling of ancient buildings," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(1), pages 424-436, March.
    2. Fei Peng & Yanmei Wang & Haiyang Xuan & Tien V. T. Nguyen, 2022. "Efficient road traffic anti-collision warning system based on fuzzy nonlinear programming," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(1), pages 456-461, March.
    3. Sugumar Mohanasundaram & Edwin Ramirez-Asis & Angel Quispe-Talla & Mohammed Wasim Bhatt & Mohammad Shabaz, 2022. "Experimental replacement of hops by mango in beer: production and comparison of total phenolics, flavonoids, minerals, carbohydrates, proteins and toxic substances," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(1), pages 132-145, March.
    4. Alim Al Ayub Ahmed & Arumugam Mahalakshmi & K. ArulRajan & Joel Alanya-Beltran & Mohd Naved, 2023. "Integrated artificial intelligence effect on crisis management and lean production: structural equation modelling frame work," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 14(1), pages 220-227, February.

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