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Creating a ITIL-based Software Incident Categorization Model for Measurement: A Case Study

Authors:
Sanna Heikkinen
Antti Suhonen
Mika Kurenniemi
Marko Jäntti

Keywords: IT service management; ITIL; continual service improvement; incident management; software incident categorization model

Abstract:
Many IT organizations have recognized incident categorization as a problematic subject 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. This article presents the results of a case study that was carried out in an energy business unit of a Nordic IT service company. The research problem of this study is as follows: what type of software incident categorization model would be efficient and would also support ITIL-based continual service improvement? The results of this study consist of two parts: First, the software incident categorization (SIC) model which helps an IT organization to categorize incidents effectively and recognize the weak points of the software development process, and second, the provision of the lessons learned for improving incident categorization and measurement practices.

Pages: 450 to 456

Copyright: Copyright (c) IARIA, 2013

Publication date: October 27, 2013

Published in: conference

ISSN: 2308-4235

ISBN: 978-1-61208-304-9

Location: Venice, Italy

Dates: from October 27, 2013 to October 31, 2013