Who Do You Call? Problem Resolution Through Social Compute Units

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Provided by: Springer Healthcare
Topic: Big Data
Format: PDF
Service process orchestration using workflow technologies have led to significant improvements in generating predicable outcomes by automating tedious manual tasks but suffer from challenges related to the flexibility required in work especially when humans are involved. Recently emerging trends in enterprises to explore social computing concepts have realized value in more agile work process orchestrations but tend to be less predictable with respect to outcomes. In this paper, the authors use IT services management, specifically, incident management for large scale systems, to investigate the interplay of workflow systems and social computing.
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