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IEEE International Conference on Services Computing (SCC 2007) (2007)
Salt Lake City, Utah, USA
July 9, 2007 to July 13, 2007
ISBN: 0-7695-2925-9
pp: 300-307
Anuradha Bhamidipaty , IBM India Research Lab, Bangalore, India
Rohit Lotlikar , IBM India Research Lab, Bangalore, India
Guruduth Banavar , IBM India Research Lab, Bangalore, India
With increasing globalization and outsourcing, IT service providers need a way to assess the resilience of their operations (and of their vendors) to understand the impact that various failures can have on their output, and to guide their decisions on where to best invest for remediation. In this paper, we present the Resiliency Maturity Index (RMI), a framework for characterizing and evaluating the resiliency of an IT services organization. The framework consists of (a) a model for capturing the hierarchical component structure of the organization and the relationships among (sub)components, and (b) a method to determine a quantitative score that indicates the overall resiliency maturity of the organization. We describe a case study of the application of RMI to a hypothetical IT service provider organization, based on our experience of applying it to actual real-world delivery centers. We also demonstrate the utility of the RMI framework through various realistic scenarios such as making investment decisions, .assessing the impact of organizational expansion, and outsourcing decisions.

A. Bhamidipaty, G. Banavar and R. Lotlikar, "RMI: A Framework for Modeling and Evaluating the Resiliency Maturity of IT Service Organizations," IEEE International Conference on Services Computing (SCC 2007)(SCC), Salt Lake City, Utah, USA, 2007, pp. 300-307.
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