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A service delivery platform for server management services.

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Title: A service delivery platform for server management services.
Authors: Lenchner, J.1 lenchner@us.ibm.com, Rosu, D.2 drosu@us.ibm.com, Velasquez, N. F.2 nicolefv@gmail.com, Guo, S.1 sguo@us.ibm.com, Christiance, K.3 kdchris@us.ibm.com, DeFelice, D.4 donaldde@us.ibm.com, Deshpande, P. M.5 prasdesh@in.ibm.com, Kummamuru, K.6 kummamuru@in.ibm.com, Kraus, N.7 naamah@il.ibm.com, Luan, L. Z.1 luan@us.ibm.com, Majumdar, D.5 debapriyo@in.ibm.com, McLaughlin, M.8 mmclaugh@uk.ibm.com, Ofek-Koifman, S.7 shila@il.ibm.com, D. P.5 deepak.s.p@in.ibm.com, Perng, C.-S.1 perng@us.ibm.com, Roitman, H.7 haggai@il.ibm.com, Ward, C.1 cw1@us.ibm.com, Young, J.9 youngj@ca.ibm.com
Source: IBM Journal of Research & Development. Nov2009, Vol. 53 Issue 6, p2:1-2:17. 17p.
Subjects: Client/server computing management, Information technology, Information services, Web portals, Knowledge management, User interfaces
Abstract: Computer server management is an important component of the global IT (information technology) services business. The providers of server management services face unrelenting efficiency challenges in order to remain competitive with other providers. Server system administrators (SAs) represent the majority of the workers in this industry, and their primary task is server management. Since system administration is a highly skilled position, the costs of employing such individuals are high, and thus, the challenge is to increase their efficiency so that a given SA can manage larger numbers of servers. In this paper, we describe a widely deployed Service Delivery Portal (SDP) in use throughout the Server Systems Operations business of IBM that provides a set of well-integrated technologies to help SAs perform their tasks more efficiently. The SDP is based on three simple design principles: 1) user interface aggregation, 2) data aggregation, and 3) knowledge centralization. This paper describes the development of the SDP from the vantage point of these three basic design principles along with lessons learned and the impact assessed from studying the behavior of SAs with and without the tool. [ABSTRACT FROM AUTHOR]
Copyright of IBM Journal of Research & Development is the property of IBM Corporation/IBM Journals and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Engineering Source
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  Data: A service delivery platform for server management services.
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  Data: <searchLink fieldCode="AR" term="%22Lenchner%2C+J%2E%22">Lenchner, J.</searchLink><relatesTo>1</relatesTo><i> lenchner@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Rosu%2C+D%2E%22">Rosu, D.</searchLink><relatesTo>2</relatesTo><i> drosu@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Velasquez%2C+N%2E+F%2E%22">Velasquez, N. F.</searchLink><relatesTo>2</relatesTo><i> nicolefv@gmail.com</i><br /><searchLink fieldCode="AR" term="%22Guo%2C+S%2E%22">Guo, S.</searchLink><relatesTo>1</relatesTo><i> sguo@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Christiance%2C+K%2E%22">Christiance, K.</searchLink><relatesTo>3</relatesTo><i> kdchris@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22DeFelice%2C+D%2E%22">DeFelice, D.</searchLink><relatesTo>4</relatesTo><i> donaldde@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Deshpande%2C+P%2E+M%2E%22">Deshpande, P. M.</searchLink><relatesTo>5</relatesTo><i> prasdesh@in.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Kummamuru%2C+K%2E%22">Kummamuru, K.</searchLink><relatesTo>6</relatesTo><i> kummamuru@in.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Kraus%2C+N%2E%22">Kraus, N.</searchLink><relatesTo>7</relatesTo><i> naamah@il.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Luan%2C+L%2E+Z%2E%22">Luan, L. Z.</searchLink><relatesTo>1</relatesTo><i> luan@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Majumdar%2C+D%2E%22">Majumdar, D.</searchLink><relatesTo>5</relatesTo><i> debapriyo@in.ibm.com</i><br /><searchLink fieldCode="AR" term="%22McLaughlin%2C+M%2E%22">McLaughlin, M.</searchLink><relatesTo>8</relatesTo><i> mmclaugh@uk.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Ofek-Koifman%2C+S%2E%22">Ofek-Koifman, S.</searchLink><relatesTo>7</relatesTo><i> shila@il.ibm.com</i><br /><searchLink fieldCode="AR" term="%22D%2E+P%2E%22">D. P.</searchLink><relatesTo>5</relatesTo><i> deepak.s.p@in.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Perng%2C+C%2E-S%2E%22">Perng, C.-S.</searchLink><relatesTo>1</relatesTo><i> perng@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Roitman%2C+H%2E%22">Roitman, H.</searchLink><relatesTo>7</relatesTo><i> haggai@il.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Ward%2C+C%2E%22">Ward, C.</searchLink><relatesTo>1</relatesTo><i> cw1@us.ibm.com</i><br /><searchLink fieldCode="AR" term="%22Young%2C+J%2E%22">Young, J.</searchLink><relatesTo>9</relatesTo><i> youngj@ca.ibm.com</i>
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  Data: <searchLink fieldCode="JN" term="%22IBM+Journal+of+Research+%26+Development%22">IBM Journal of Research & Development</searchLink>. Nov2009, Vol. 53 Issue 6, p2:1-2:17. 17p.
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  Data: Computer server management is an important component of the global IT (information technology) services business. The providers of server management services face unrelenting efficiency challenges in order to remain competitive with other providers. Server system administrators (SAs) represent the majority of the workers in this industry, and their primary task is server management. Since system administration is a highly skilled position, the costs of employing such individuals are high, and thus, the challenge is to increase their efficiency so that a given SA can manage larger numbers of servers. In this paper, we describe a widely deployed Service Delivery Portal (SDP) in use throughout the Server Systems Operations business of IBM that provides a set of well-integrated technologies to help SAs perform their tasks more efficiently. The SDP is based on three simple design principles: 1) user interface aggregation, 2) data aggregation, and 3) knowledge centralization. This paper describes the development of the SDP from the vantage point of these three basic design principles along with lessons learned and the impact assessed from studying the behavior of SAs with and without the tool. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
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  Data: <i>Copyright of IBM Journal of Research & Development is the property of IBM Corporation/IBM Journals and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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        Value: 10.1147/JRD.2009.5429030
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        Text: English
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      – SubjectFull: Information technology
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      – SubjectFull: Information services
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      – SubjectFull: User interfaces
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