Hani Jamjoom, Huiming Qu, Melissa Buco, Milton Hernandez, Debanjan Saha and Mahmoud Nagshineh
IBM Systems Journal
Vol. 53, No. 6, 2009
Abstract. Today, service delivery organizations operate in a highly
dynamic, complex, competitive, and globally
distributed environment. There is constant pressure
to reduce costs and improve performance and
quality. Success demands the ability to continuously
learn and adapt. Standardization is recognized as
essential to reducing variation and, therefore,
costs, as well as managing quality. Public
frameworks and standards, such as ITIL (Information
Technology Infrastructure Library), provide
best-practice guidance and a common vocabulary for
managing IT (information technology) services. In
this paper, we explore the role that social
networking and ‘‘crowdsourcing’’ can play in
socializing and developing best practices for a
service delivery organization. We draw on our
experience developing and deploying a social
networking application, called Cyano, which is being
used by approximately 13,000 IT professionals to
capture and maintain day-to-day activities,
processes, and artifacts used for problem and change
management of several hundred outsourced
infrastructures. Cyano is a new breed of social
networking enterprise applications, in which
crowdsourcing is leveraged to enrich and maintain IT
processes and social networks are not created by
explicit membership, but rather are implicitly
discovered by the type of activities and
infrastructure elements that various users
support. In this paper, we focus on 1) the
architecture of Cyano for supporting social tagging
and linkage across different layers of management
applications, 2) process customization and
governance, and 3) an automated recommendation
system that has been well received by thousands of
IT professionals. We also highlight research
challenges in this space.
Keywords. ITIL
Bibtex.
@article{jamjoom-systemsjournal-2009-cyano,
author = {Hani and Jamjoom and Huiming and Qu and Melissa and Buco and Milton and Hernandez and Debanjan and Saha and Mahmoud and Nagshineh},
title = {{Crowdsourcing and Service Delivery}},
journal = {IBM Systems Journal},
volume = {53},
number = {6},
month = {},
year = {2009}
}