Incident Management Optimization through the Reuse of Experiences and Natural Language Processing

Bezerra, Glauber; Pinheiro, Vládia; Bessa, Adriano

doi:10.1109/quatic.2014.14

Cited by 2 publications

(1 citation statement)

References 4 publications

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“…Since the organisations' main goal is to generate profit, economic losses must be avoided or mitigated as soon as possible. Moreover, the IM process is not only about solving the issues quickly, but also anticipating and preventing future or repeated incidents from happening (Bezerra, Pinheiro and Bessa, 2014;Kikuchi, 2015;Saarelainen and Jäntti, 2016).…”

Section: Incident Management Processmentioning

confidence: 99%

Agile information technology service management with DevOps: an incident management case study

Jo�ã

Faustino

Pereira

et al. 2020

IJASM

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This research aims to investigate how DevOps culture can be applied in the incident management process. The authors believe, based on experience as practitioners, that agile software development methodologies are fair enough to be used on Incident Management process, to quickly restore the business interruption. An application management team which solves incidents and applies DevOps practices was studied. Three data collection methods were used: interviews, document analysis and observation. This research provides novel findings supported by metrics and real experience implementing DevOps practices in incident management process. The novelty of the findings brings advantages for academics, and due to the exploratory nature of this research, it extends the body of knowledge. It also provides contributions for practitioners, by showing how these practices can be applied and the result of the implementation of these practices. Directions of future work are also presented.

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Section: Incident Management Processmentioning

confidence: 99%

Agile information technology service management with DevOps: an incident management case study

Jo�ã

Faustino

Pereira

et al. 2020

IJASM

View full text Add to dashboard Cite

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Business Process Modelling to Improve Incident Management Process

Pereira

Bianchi

Martins

et al. 2020

Trends and Innovations in Information Systems and Technologies

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Business process management (BPM) is an approach focused on the continuous improvement of business processes, providing for this a collection of best practices. These best practices enable the redesign of business processes to meet the desired performance. IT service management (ITSM) defines the management of IT operations as a service. There are several ITSM frameworks available, consisting in best practices that propose standardizing these processes for the respective operations. By adopting these frameworks, organisations can align IT with their business objectives. Therefore, the objective of this research is to understand how BPM can be used to improve of ITSM processes. An exploratory case study in a multinational company based in Lisbon, Portugal, is conducted for the improvement of the time performance of an incident management process. Data were gained through documentation, archival records, interviews and focus groups with a team involved in IT support service. So far, the as-is process was elicited, and respective incongruences clarified. During the next months the authors intend to identify the main problems and simulate the appropriate BPM heuristics to understand the impact in the business organisation.

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Incident Management Optimization through the Reuse of Experiences and Natural Language Processing

Cited by 2 publications

References 4 publications

Agile information technology service management with DevOps: an incident management case study

Agile information technology service management with DevOps: an incident management case study

Business Process Modelling to Improve Incident Management Process

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