scholarly journals Improving the Incident Management Process Based on a Use Case Approach

2021 ◽  
Vol 25 (4) ◽  
pp. 47-54
Author(s):  
A. A. Mikryukov ◽  
A. V. Kuular
2020 ◽  
Vol 27 (3) ◽  
pp. 45-56
Author(s):  
Wadie Berrahal ◽  
Rabia Marghoubi ◽  
Zineb El Akkaoui

All production lines are continuously confronted with the phenomenon of waste, especially in IT operations. A waste is assessed in terms of the required resources and the cost employed to solve the problem behind it. Eliminating the waste in daily operations is essential to improve IT service management. This article aims to provide an estimation of the level of potential waste, where waste generation trends are provoked by the activities of IT service management processes. We are going to focus particularly on the possibility of applying a Lean improvement process to IT services processes when using fuzzy logic method. We specifically demonstrate our contribution through the application of fuzzy analysis to the incident management process. This approach also aims at developing a theoretical and pragmatic model and promoting the knowledge of IT experts. In order to make our framework as generic as possible, concepts of IT operations, including the incident management, are inspired by the Information Technology Infrastructure Library (ITIL), the most prominent framework for IT service governance according to the current literature.


2020 ◽  
Vol 24 (3) ◽  
pp. 78-86
Author(s):  
A. A. Mikryukov ◽  
A. V. Kuular

The aim of the study is to increase the efficiency of the incident management process in an enterprise information system. The article analyzes the work on improving the incident management process. The expediency of applying a number of key metrics is substantiated, which makes it possible to assess the degree to which the process indicators achieved their target values, that is, assess the quality of the incident management: the speed of solving the incident, the degree of satisfaction of service users and the availability of channels for processing user requests. A comparative analysis of the existing model of the incidents’ management process and the proposed model is performed. The proposed model, which includes an additional support line, can significantly improve key indicators of incident handling and resolution process. The scientific novelty of the developed proposals lies in the integrated use of a combination of process, technological and service metrics, which provides the construction of a more effective model of incident management.Materials and methods. The theoretical basis of the study is the analysis of recommendations for the use of metrics in accordance with: the management methodology of the COBIT information technology, recommendations for building an incident management process based on the ITIL library of information technology infrastructure, as well as the results of scientific research by Russian and foreign scientists and publications of leading organizations in the field of management incidents in enterprise information systems. The analysis of incident management process metrics is carried out. The mathematical methods of quantitative measurement of key metrics are used. The analysis of statistical data received by the technical support service for incident management processes was carried out.Results. The use of key metrics is justified, with the help of which the task of promptly responding to incidents, their subsequent processing and resolution is solved in conditions of ensuring guaranteed access to channels for processing calls. A three-tier incidents’ management model was developed, which made it possible to more effectively solve the problem of managing their processing based on the integrated use of key metrics.Conclusion. The study revealed the shortcomings of the existing model of the incident management process. The analysis of metrics used in existing models of the incident management process is carried out. The choice of a set of relevant metrics is substantiated, the complex application of which allowed us to develop a more effective incident management model that meets both the requirements of service consumers and the requirements for the operation of an information system. The developed model provides improved quality of incident processing (speed, completeness, reliability).A distinctive feature of the developed model is the use of objective quantitative characteristics obtained on the basis of relevant metrics of the incident management process, which made it possible to substantiate proposals for improving the existing incident management model in the enterprise information system.


Author(s):  
Atri Mandal ◽  
Shivali Agarwal ◽  
Nikhil Malhotra ◽  
Giriprasad Sridhara ◽  
Anupama Ray ◽  
...  

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