인시던트 관리 프로세스에서 대체 인력에 대한 네트워크 분석 방법론 개발

Abstract

An organization should maintain the high quality and availability of IT services by rapidly managing incidents that may cause interruptions or deterioration of the services. However, when an employee in charge of resolving incidents is absent due to unforeseen factors such as sick leave or resignation, an organization cannot operate services normally. Therefore, finding appropriate employees to substitute the absent employee is critical. This study presents a methodology for finding an appropriate substitute employee when an employee in charge of resolving incidents is absent. First, an interaction network, a social network that demonstrates cooperative relationships between two different groups of employees, is constructed using event logs. The two groups are classified according to the role responsible for resolving incidents. Next, an interaction network is projected onto the group to which the absent employee belongs in order to represent the relationships among the employees within the group. The substitute candidates for the absent employee are identified from the projected network. Finally, the substitute similarity measures between the absent employee and the candidates are calculated using the employees’ attributes. The employee with the highest substitute similarity measure is selected as the final substitute employee. This study is expected to quickly resolve incidents and provide high-quality IT services by selecting appropriate substitutes for absent employees.