A survey on intelligent management of alerts and incidents in IT services
Modern service systems are constantly improving with the development of various IT
technologies, leading to a boost in system scales and complex dependencies among …
technologies, leading to a boost in system scales and complex dependencies among …
SYMIAN: Analysis and performance improvement of the IT incident management process
C Bartolini, C Stefanelli… - IEEE Transactions on …, 2010 - ieeexplore.ieee.org
Incident Management is the process through which IT support organizations manage to
restore normal service operation after a service disruption. The complexity of real-life …
restore normal service operation after a service disruption. The complexity of real-life …
IT incident management by analyzing incident relations
IT incident management aims to maintain high levels of service quality and availability by
restoring normal service operations as quickly as possible and minimizing business impact …
restoring normal service operations as quickly as possible and minimizing business impact …
Building IT-based incident management platform
Q Wang, J Song, L Liu, X Luo… - … Conference on Pervasive …, 2010 - ieeexplore.ieee.org
In order to improve the IT services and make them more accessible, a lot of service
supporting platforms are adopted the framework of ITIL. The service desks as the connector …
supporting platforms are adopted the framework of ITIL. The service desks as the connector …
A case study on improvement of incident investigation process
K Saarelainen, M Jäntti - … , EuroSPI 2015, Ankara, Turkey, September 30 …, 2015 - Springer
IT service trending of root causes of service incidents and problems is an important part of
proactive problem management and service improvement. This exploratory case study …
proactive problem management and service improvement. This exploratory case study …
SYMIAN: A simulation tool for the optimization of the IT incident management process
C Bartolini, C Stefanelli, M Tortonesi - Managing Large-Scale Service …, 2008 - Springer
Incident Management is the process through which IT support organizations manage to
restore normal service operation after a service disruption. The complexity of IT support …
restore normal service operation after a service disruption. The complexity of IT support …
Improving the Deployment of IT Service Management Processes: A Case Study
M Jäntti, J Järvinen - Systems, Software and Service Process Improvement …, 2011 - Springer
Many IT service provider companies are interested in using the ISO/IEC 20000 service
management standard to demonstrate their ability to provide high quality IT services to …
management standard to demonstrate their ability to provide high quality IT services to …
Business driven prioritization of service incidents
C Bartolini, M Sallé - … Workshop on Distributed Systems: Operations and …, 2004 - Springer
As a result of its increasing role in the enterprise, the Information Technology (IT) function is
changing, morphing from a technology provider into a strategic partner. Key to this change is …
changing, morphing from a technology provider into a strategic partner. Key to this change is …
IT service management and incident management: Literature review and a case study
E Ghazizadeh, M Jeong, JP Angel, Y Que - 2019 - aisel.aisnet.org
Driving value, alignment between IT and business, manage IT Services, and customer
satisfaction are the main objectives for the contemporary Information Technology Service …
satisfaction are the main objectives for the contemporary Information Technology Service …
Resolution recommendation for event tickets in service management
In recent years, IT Service Providers have been rapidly transforming to an automated service
delivery model. This is due to advances in technology and driven by the unrelenting market …
delivery model. This is due to advances in technology and driven by the unrelenting market …