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Crowdsourcing and service delivery
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by H. Jamjoom,
H. Qu,
M. J. Buco,
M. Hernandez,
D. Saha,
and M. Naghshineh
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Today, service delivery organizations operate in a highly dynamic,
complex, competitive, and globally distributed environment. There
is constant pressure to reduce costs and improve performance and
quality. Success demands the ability to continuously learn and
adapt. Standardization is recognized as essential to reducing
variation and, therefore, costs, as well as managing quality. Public
frameworks and standards, such as ITIL® (Information
Technology Infrastructure Library), provide best-practice
guidance and a common vocabulary for managing IT (information
technology) services. In this paper, we explore the role that social
networking and ‘‘crowdsourcing’’ can play in socializing and
developing best practices for a service delivery organization. We
draw on our experience developing and deploying a social
networking application, called Cyano, which is being used by
approximately 13,000 IT professionals to capture and maintain
day-to-day activities, processes, and artifacts used for problem and
change management of several hundred outsourced infrastructures.
Cyano is a new breed of social networking enterprise applications,
in which crowdsourcing is leveraged to enrich and maintain IT
processes and social networks are not created by explicit
membership, but rather are implicitly discovered by the type of
activities and infrastructure elements that various users support. In
this paper, we focus on 1) the architecture of Cyano for supporting
social tagging and linkage across different layers of management
applications, 2) process customization and governance, and 3) an
automated recommendation system that has been well received by
thousands of IT professionals. We also highlight research
challenges in this space.
 Full paper
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PDF
