Research and Implementation of Event Handling of IT Service

2014 ◽  
Vol 513-517 ◽  
pp. 2082-2085
Author(s):  
Qiang Chen ◽  
Xin Peng Wan
Keyword(s):  
International Standards ◽  
Incident Management ◽  
Management Process ◽  
Event Management ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
It Service ◽  
System A ◽  
Fault Handling ◽  
Management Processes

With the development of enterprise information system, a fast recovery from IT fault or incident has become more and more important. To ensure that users can resume their work as soon as possible, this paper designs and implements an event management process. Based on the international standards ITIL and ISO20000, this paper discusses the incident management process design and implementation. This design improved incident management processes, defined the responsibilities and implementing guidelines of roles involved, define key performance indicators extracted. This design can be widely used in IT companies fault handling and event management.

scholarly journals Development of the Incident Management Model in an Enterprise Information System Based on a Three-Tier Architecture Using Key (Relevant) Metrics

2020 ◽  
Vol 24 (3) ◽  
pp. 78-86
Author(s):  
A. A. Mikryukov ◽  
A. V. Kuular
Keyword(s):  
Information Technology ◽  
Information System ◽  
Management Model ◽  
Incident Management ◽  
Management Process ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Proposed Model ◽  
Target Values

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.

scholarly journals SELECTING SAFETY PACKAGE COMPONENTS OF ENTERPRISE INFORMATION SYSTEM FOLLOWING REQUIREMENTS OF STANDARD LEGAL DOCUMENTS

2018 ◽  
Vol 18 (3) ◽  
pp. 333-338
Author(s):  
E. A. Vitenburg ◽  
A. A. Levtsova
Keyword(s):  
Information System ◽  
Information Security ◽  
International Standards ◽  
Protection System ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Research Results ◽  
Legal Documents ◽  
The Russian Federation ◽  
Selection Of

Introduction. Production processes quality depends largely on the management infrastructure, in particular, on the information system (IS) effectiveness. Company management pays increasingly greater attention to the safety protection of this sphere. Financial, material and other resources are regularly channeled to its support. In the presented paper, some issues on the development of a safety enterprise information system are considered.Materials and Methods. Protection of the enterprise IS considers some specific aspects of the object, and immediate threats to IT security. Within the framework of this study, it is accepted that IS are a complex of data resources. A special analysis is resulted in determining categories of threats to the enterprise information security: hacking; leakage; distortion; loss; blocking; abuse. The connection of these threats, IS components and elements of the protection system is identified.  The requirements of normative legal acts of the Russian Federation and international standards regulating this sphere are considered. It is shown how the analysis results enable to validate the selection of the elements of the IS protection system.Research Results. A comparative analysis of the regulatory literature pertinent to this issue highlights the following. Different documents offer a different set of elements (subsystems) of the enterprise IS protection system. To develop an IS protection program, you should be guided by the FSTEC Order No. 239 and 800-82 Revision 2 Guide to ICS Security.Discussion and Conclusions. The presented research results are the basis for the formation of the software package of intellectual support for decision-making under designing an enterprise information security system. In particular, it is possible to develop flexible systems that allow expanding the composition  of the components (subsystems).

scholarly journals Towards the Control and Prevention of Waste in IT Service Operation Using Fuzzy Logic: Focus in Incident Management Process

2020 ◽  
Vol 27 (3) ◽  
pp. 45-56
Author(s):  
Wadie Berrahal ◽  
Rabia Marghoubi ◽  
Zineb El Akkaoui
Keyword(s):  
Fuzzy Logic ◽  
Service Management ◽  
Incident Management ◽  
Management Process ◽  
It Service Management ◽  
It Services ◽  
Technology Infrastructure ◽  
It Service ◽  
Control And Prevention ◽  
It Operations

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.

Research on Visualization Modeling of Plant for IC Packaging

2013 ◽  
Vol 811 ◽  
pp. 531-537
Author(s):  
Li Peng
Keyword(s):  
Model Building ◽  
Semiconductor Industry ◽  
Secondary Development ◽  
Enterprise Information System ◽  
Enterprise Information ◽  
Plant Model ◽  
Architecture Model ◽  
Critical Data ◽  
System A ◽  
Standard Design

Plant model is critical data in enterprise information system, which is the basis of ERP and MES system. Combined with processing flow and physical layout of equipment in semiconductor industry, key technologies of visual plant model are introduced based on SP95 standard. Design ideas are described from perspectives of basic architecture, model building. The system is integrated, reconfigurable and can be implemented rapidly in front and back end of semiconductor Industry through secondary development and customization. Based on the system, a case of plant model was constructed to prove the validity of this theory in semiconductor industry.

scholarly journals Improving IT Service Management in Customer Service Business: A Case Study

2021 ◽  
Vol 91 ◽  
pp. 8-25
Author(s):  
Inga Žilinskienė ◽  
Justinas Norkus
Keyword(s):  
Customer Service ◽  
Service Management ◽  
Business Processes ◽  
Positive Impact ◽  
Incident Management ◽  
It Service ◽  
Management Processes ◽  
Information Technology Services ◽  
Technology Services

Organisations that provide information technology services mostly set goals for improving the quality and management of services. The ability to remain competitive is one of the most critical factors in any modern organisation's success. For business processes to be successful, it is necessary to rely on rational and well-thought-out solutions. In many cases, data-based solutions create conditions to avoid or reduce significant risks. The article examines the possibilities of applying IT processes to improve customer service and presents its improvement outcomes. Customer satisfaction with the services provided is directly correlated with the quality of services. The research investigates and empirically evaluates the existing IT incident management processes of the selected company and provides opportunities for their improvement. After analysing incident management processes in the selected company, an improvement of the incident management processes was presented to eliminate the identified deficiencies. Descriptive and inferential statistical methods were used to evaluate the effectiveness of the improvements. The results obtained show that the improved process had a statistically significant positive impact on improving the customer service quality. Therefore, it can be stated that the implemented changes are effective and useful in the context of the company's operations.

ITIL 2011: The Maturity of IT Service Operation in Universitas Multimedia Nusantara, Indonesia

2019 ◽  
Vol 5 (2) ◽  
pp. 90-94
Author(s):  
Michael Van Wis Lee ◽  
Wella Wella
Keyword(s):  
Incident Management ◽  
Management Problem ◽  
Event Management ◽  
Access Management ◽  
Maturity Level ◽  
Problem Management ◽  
It Service ◽  
Technology Governance ◽  
Service Operation ◽  
It Department

Information Technology governance (IT Governance) in the world of education is quite widely used including in Indonesia itself, for example at some educational institutes. The ITIL framework, used as a tool for evaluation, audit and also as a reference implementation. To help improve the Universitas Multimedia Nusantara (UMN) IT service in the service operation section, it is necessary to know the maturity level of the service, which is then done through the measurement of maturity level in the service operation section. In addition, the measurement results obtained can be used to produce the right recommendations with the problems found in the service. Measurements are made on the domain service operation which is the focus of UMN's IT department services. Service Operation has 5 indicators: incident management, problem management, access management, event management and request fulfillment. In this research, the framework used is ITIL Version 2011. The result of this measurement has been found: incident management, problem management, event management and request fulfillment get the result of measurement at level 1 and access management up to level 2. The result of measurement and recommendation given is expected to be input material and become development material that can be used by the IT department of Universitas Multimedia Nusantara.

Sign in / Sign up

Export Citation Format

Share Document