A model of information systems operation and maintenance process complexity

This paper proposes a model of information systems operation and maintenance process complexity. It defines three metrics which include execution complexity, information complexity and flow complexity; presents formal definition and calculation method of these metrics; describes the process of evaluation; and analyzes the influence of the automation level, information sharing and workflow structure of the process on complexity, thereby proposing some methods for optimizing the process, including complexity hot-spot analysis, public activity extraction, common information convergence, and branch rearrangement. This model measures not only the operational complexity but also the structural complexity of the non-serial operation and maintenance process. Measurement indicators are simple and universal, and can reflect the characteristics inherent in the operation and maintenance process. Therefore, this model can be used to analyze, evaluate and optimize the complexity of the information systems operation and maintenance process, thus improving efficiency and quality of operation and maintenance.