Advertisement

Business Driven Prioritization of Service Incidents

  • Claudio Bartolini
  • Mathias Sallé
Part of the Lecture Notes in Computer Science book series (LNCS, volume 3278)

Abstract

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 its ability to deliver business value by aligning and supporting the business objectives of the enterprise. IT Management frameworks such as ITIL (IT Infrastructure Library, [3]) provide best practices and processes that support the IT function in this transition. In this paper, we focus on one of the various cross-domain processes documented in ITIL involving the service level, incident, problem and change management processes and present a theoretical framework for the prioritization of service incidents based on their impact on the ability of IT to align with business objectives. We then describe the design of a prototype system that we have developed based on our theoretical framework and present how that solution for incident prioritization integrates with other IT management software products of the HP OpenviewTM management suite.

Keywords

Service Level Service Level Agreement Customer Relationship Management Priority Level Business Objective 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. 1.
    Sallé, M.: IT Service Management and IT Governance: Review, Comparative Analysis and their Impact on Utility Computing. HP Labs Technical Report HPL-2004-98 (2004)Google Scholar
  2. 2.
    IT Governance Institute (ITGI), Control Objectives for Information and related Technology (CobiT) 3rd edn. Information Systems Audit and Control Association (2002) Google Scholar
  3. 3.
    Office of Government Commerce (OGC) (ed.) The IT Infrastructure Library (ITIL) The Stationary Office, Norwich, UK (2000)Google Scholar
  4. 4.
    Von Neumann, J., Morgenstern, O.: Theory of Games and Economic Behavior. Princeton University Press, Princeton (1944)zbMATHGoogle Scholar
  5. 5.
    Brenner, M., Radisic, I., Schollmeyer, M.: A Criteria Catalog Based Methodology for Analyzing Service Management Processes. In: Feridun, M., Kropf, P.G., Babin, G. (eds.) DSOM 2002. LNCS, vol. 2506, Springer, Heidelberg (2002)CrossRefGoogle Scholar
  6. 6.
    Buco, M.J., Chang, R.N., Luan, L.Z., Ward, C., Wolf, J.L., Yu, P.S.: Utility computing SLA management based upon business objectives. IBM Systems Journal 43(1) (2004)Google Scholar
  7. 7.
    Sallé, M., Bartolini, C.: Management by Contract. In: Proc. 2004 IEEE/IFIP Network Operations and Management Symposium (NOMS 2004), Seoul, Korea (April 2004)Google Scholar

Copyright information

© IFIP International Federation for Information Processing 2004

Authors and Affiliations

  • Claudio Bartolini
    • 1
  • Mathias Sallé
    • 1
  1. 1.HP LaboratoriesPalo AltoUSA

Personalised recommendations