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Incident Management Process Capability: A Simulation Study

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Global Trends in Information Systems and Software Applications (ObCom 2011)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 270))

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Abstract

Business today depends heavily on the quality of IT support services. IT support organizations are required to restore normal service operation after a service disruption which is termed as an incident. Incident Management is the process through which IT support organizations manage to restore normal service operation after a service disruption.

This article presents the details on how Monte Carlo simulation was used for determination of incident management process capability. A Monte Carlo simulation spreadsheet model was used to model incident management parameters. It has used the simulation result of a case study to explain the various steps and the use of the results are also explained.

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Author information

Authors and Affiliations

  1. VIT Business School, VIT University, Vellore, TN, India

    Goutam Kumar Kundu & B. Murali Manohar

  2. Service Delivery Department, WIPRO, Bangalore, 560008, India

    Jayachandra Bairi

Authors
  1. Goutam Kumar Kundu
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  2. B. Murali Manohar
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  3. Jayachandra Bairi
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Editor information

Editors and Affiliations

  1. School of Computing Science and Engineering, VIT University, 632014, Vellore, TN, India

    P. Venkata Krishna

  2. School of Computing and Engineering, VIT University, 632014, Vellore, TN, India

    M. Rajasekhara Babu

  3. London Metropolitan University, UK

    Ezendu Ariwa

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© 2012 Springer-Verlag Berlin Heidelberg

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Kundu, G.K., Murali Manohar, B., Bairi, J. (2012). Incident Management Process Capability: A Simulation Study. In: Krishna, P.V., Babu, M.R., Ariwa, E. (eds) Global Trends in Information Systems and Software Applications. ObCom 2011. Communications in Computer and Information Science, vol 270. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-29216-3_27

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  • DOI: https://doi.org/10.1007/978-3-642-29216-3_27

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-29215-6

  • Online ISBN: 978-3-642-29216-3

  • eBook Packages: Computer ScienceComputer Science (R0)

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