Abstract
Managing a high volume of incidents is a very complicated task for companies which provide support services. The application support analysts as well as managers must effectively assess the level of importance of incidents during the day to better prioritize each of them. As this process is very complex and time consuming, a lot of efforts are spent in the incident prioritization activity, which is manually carried out by the first level support team and by the analysts at the start of their shift and during the workday by going through each of the incidents and determining the order on which they need to be worked on. Bad incident prioritization leads to a decrease in quality of service as analysts fail to manage customers’ expectations and this impacts productivity. To reduce this problem, a system which allows prioritization of incidents was proposed. To implement the solution, the range of factors which contributes to determine the priority of an incident was identified and a survey was conducted in multiple companies involved in ITSM to determine the importance of each of these factors. A fuzzy logic approach was formulated to determine the final priority of an incident. The results show a 19% increase in productivity and a 9% increase in quality of service.
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Hoorpah, D., Kishnah, S., Pudaruth, S. (2019). Development of an Incident Prioritization Model Using Fuzzy Logic to Improve Quality and Productivity in IT Support Services. In: Satapathy, S., Bhateja, V., Somanah, R., Yang, XS., Senkerik, R. (eds) Information Systems Design and Intelligent Applications. Advances in Intelligent Systems and Computing, vol 863. Springer, Singapore. https://doi.org/10.1007/978-981-13-3338-5_7
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DOI: https://doi.org/10.1007/978-981-13-3338-5_7
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