Decision-Making Based on Incident Data Analysis

The intertwining of service-oriented architectures, service management concepts and cloud computing services leads to a new form of service landscapes. These modern IT service landscapes with loosely coupled services, short-term contracting and on-demand service provisioning have added an additional layer of complexity in service sourcing decision processes and thus require new forms of risk management and decision support for service sourcing. In addition, flexibility has become an important managerial variable in service management, which adds even more complexity to service management decisions. To address this rise of complexity, we analyse service sourcing based on a formal model and propose a risk-aware decision model for service sourcing. We show that our approach supports IT service management with continuous decision support and an effective and always current view on the risk situation of a service portfolio by means of a simulation based on the analysis of incident data from a real-world high demand financial trading platform.