Abstract for: Information Technology: System Dynamics Modeling of an IT Major Incident Resolution Process

We did a system dynamics analysis of a significant IT problem—poor handling of Critical Incidents—at a medium-sized health care organization. We used the usual system dynamics process of describing the process verbally, identifying reference modes, and creating a dynamic hypothesis. From that, we developed a quantitative model, which was a variant on the familiar Project Model. Using the model, we then tested various policy options for staff allocation and their coordination. The conclusion was that, even though the organization could improve work quality by using fewer staff members, poor coordination—regardless of number of staff—wiped out gains in quality, productivity, and speed. We end by recommending ways to improve coordination.