Multi agent based incident management system according to ITIL

Abstract

Various crucial business processes within the enterprise are based on information technology (IT) services and, as consequence, negative IT incidents can interrupt the daily enterprise' activities and cause negative effects such as: a loss of costumers' confidence, loss of productivity and direct financial loss. For that, enterprises look for implementing IT incident management system in order to weaken the negative impact of incidents. However, most of proposed solutions suffer from the complexity of use and integrating, the no-respect of the IT standards and the no-automated incident handling in some phases. In This paper, we propose an ITIL compliant incident management system based on multi-agent technology to overcome the above issues. Also we have enhancing the incidents matchmaking process by a semantic matchmaking algorithm.

Improving Incident Management Processes with Feature Models

“…The majority of research efforts in this domain can be categorised into two distinct fields: (1) theoretical approaches, which provide a series of principles to adhere to throughout the incident management life cycle, and (2) the availability of both free and commercial solutions for addressing incident management scenarios. Latrache et al [10] tackle the challenges faced by existing incident management systems, by proposing a solution that uses the ITIL standard and multi-agent technology. This ensures a streamlined and automated incident handling process, eliminating the complexities associated with current systems.…”

“…representation (ID, Time, Source, Incident Type, Incident Severity, Affected Service). The proposed feature-based incident matching algorithm follows the work presented in [10]. In the matching process, we are just interested in the information included in the matching tags, as shown in Figure 9.…”

“…Several approaches have been proposed to address cyber-incidents [6][7][8][9], but most of them do not guarantee complete prevention [10]. It is essential for organisations to adopt an approach that includes rigorous documentation of incident response procedures, regular training for the incident response team (IRT), and constant monitoring and updating of security measures [4].…”

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

“…An incident can be defined by the interruption of the organisation activity causing negative impacts, like the customers' confidence and financial and productivity loss (Latrache, Nfaoui and Boumhidi, 2015).…”

Modelo de gestión de servicios ITIL para E-learning

“…La investigación realizada en Hangzhou, China [10] en la cual se implementaron procesos ITIL en una empresa que fabrica prendas de vestir, demuestra una reducción de costos asociados a la solución de problemas e incidentes, debido a los cortos tiempos de respuesta y la adecuada gestión de recursos y conocimiento que propició su aplicación. Latrache, Nfaoui, & Boumhidi, [11] proponen un algoritmo basado en un modelo multi-agente a través del cual busca automatizar el proceso de respuesta a incidentes, para lo cual plantea un listado de actividades a desarrollar en su algoritmo a partir de los lineamientos del proceso de gestión de incidentes de ITIL, y obtiene como resultado una reducción en recursos y tiempos de respuesta a incidentes. Zhang, Wang, Peng ; Zhigang & Zong [12], integran los procesos de ITIL con las técnicas organizacionales de una compañía dedicada a la prestación de servicios web, y evidencia que éstos procesos propios de ITIL no solo se integran con la organización, sino también a través de las fronteras organizativas que facilitan las operaciones de colaboración y de intercambio de conocimientos en internet.…”