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Creating an ITIL-based Multidimensional Incident Analytics Method: A Case Study

Authors:
Kari Saarelainen
Marko Jäntti

Keywords: IT service management; ITIL; continual service improvement; incident management, root cause; categorization

Abstract:
Many IT organizations have recognized incident categorization as a challenge because there are no general policies or guidelines for incident categorization. This leads to incident categorization usually being seen as an optional task for the specialists who handle incidents. The research problem of this study is as follows: what type of incident and root cause categorization model would be efficient and would also support ITIL-based (IT Infrastructure Library) continual service improvement? The results of this study consist of two parts: First, the software incident and root cause categorization model, which helps an IT organization to categorize incidents and their root causes effectively and recognize the weak points of the IT service delivery, and second, the provision of the lessons learned for improving incident categorization and measurement practices. The research was conducted as a case study that was carried out in an IT service company.

Pages: 24 to 29

Copyright: Copyright (c) IARIA, 2015

Publication date: April 19, 2015

Published in: conference

ISSN: 2308-4243

ISBN: 978-1-61208-399-5

Location: Barcelona, Spain

Dates: from April 19, 2015 to April 24, 2015