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Foreword -- Preface -- Acknowledgment -- Resource management -- Capacity planning and management of IT incident management services based on queuing models / Ta-Hsin Li, IBM T.J. Watson Research Center, USA, Junhyoung Lee, IBM T.J. Watson Research Center, USA -- Modeling and optimization of complex service delivery systems / Yixin Diao, IBM T.J. Watson Research Center, USA, Aliza Hetching, IBM T.J. Watson Research Center, USA -- Organizational models for service delivery / Gargi Desgupta, IBM Research, India, Shivali Agarwal, IBM Research, India, Renuka Sindhgatta, IBM Research, India -- Optimization of service development strategy in a global environment / Nianjun Zhou, IBM T.J. Watson Research Center, USA, Wesley M. Gifford, IBM T.J. Watson Research Center, USA -- Improving application management services through ticket data clustering / Ying Li, IBM T.J. Watson Research Center, USA -- Service delivery resource management using a socially enhanced resource model / Rong Liu, IBM T.J. Watson Research Center, USA, Shivali Agarwal, IBM Research, India, Renuka Sindhgatta, IBM Research, India, Juhnyoung Lee, IBM T.J. Watson Research Center, USA -- Operations management -- Tuning up IT services using monitoring configuration analytics / Liang Tang, Florida International University, Chunqiu Zeng, Florida International University, Tao Li, Florida International University, Larisa (Laura) Shwartz, IBM T.J. Watson Research Center, USA, Genady Graharnik, St. John's University, USA -- Using visual analytics to diagnose productivity and quality issues on IT service pools / Victor Cavalcante, IBM Research, Brazil, Heloisa Candello, IBM Research, Brazil, Claudio Pinhanez, IBM Research, Brazil, Alan Braz, IBM Research, Brazil, Franklin Amorim, IBM Research, Brazil, Nelson Nauata, IBM Research, Brazil -- Optimization model for IT change management / Yixin Diao, IBM T.J. Watson Research Center, USA, Daniela Rosu, IBM T.J. Watson Research Center, USA -- Using machine learning and probabilistic frameworks to enhance incident and problem management : automated ticket classification and structuring / Anca Sailer, IBM T.J. Watson Research Center, USA, Ruchi Mahindru, IBM T.J. Watson Research Center, USA, Xing Wei, InMobi Inc., USA, Yang Song, Microsoft Research, USA -- Process management -- A mashup-based approach to optimize human performance in it service management / Carlos Raniery Paula dos Santos, Universidade Federal do Rio Grande do Sul, Brazil, Lisandro Zambenedetti Granville, Federal University of Rio Grande do Sul, Brazil, David Loewenstern, Whitepages, USA, Larisa (Laura) Shwartz, IBM T.J. Watson Research Center, USA, Nikos Anerousis, IBM T.J. Watson Research Center, USA -- A service-oriented algebra for optimizing the management of service requests / Roman Vaculin, IBM T.J. Watson Research Center, USA, Lav R. Varshney, University of Illinois at Urbana-Champaign, USA, Yi-Min Chee, IBM T.J. Watson Research Center, USA, Daniel V. Oppenheim, IBM T.J. Watson Research Center, USA -- Predictive analytics for business processes in service management -- Optimizing cloud storage management services -- Compilation of references -- About the contributors -- Index. |