Business Driven Prioritization of Service Incidents
نویسندگان
چکیده
As a result of its increasing role in the enterprise, the IT function is changing, morphing from a technology provider into a strategic partner. Key to this change is its abi lity to deliver business value by aligning and supporting the business objectives of the enterprise. IT Management frameworks such as ITIL provide best practices and processes that support the IT function in this trans ition. In this paper, we focus on one of the various cross -domain processes doc umented in ITIL involving the service level, incident, problem and change management processes and present how business objectives and their relative importance are integrated to prioritize service.
منابع مشابه
Risky business: Fine-grained data breach prediction using business profiles
This article aims to understand if, and to what extent, business details about an organization can help to assess a company’s risk in experiencing data breach incidents, as well its distribution of risk over multiple incident types, in order to provide guidelines to effectively protect, detect, and recover from different forms of security incidents. Existing work on prediction of data breach ma...
متن کاملModel Based Testing of Web Service Composition
Web service composition is most mature and effective way to realize the rapidly changing requirements of business in service-oriented solutions. Web service composition testing is complex as it involves testing the interaction between the participating services as well as the business logic of the composite service. Colored Petri Nets (CPNs) provide a framework to verify web service composition...
متن کاملPrioritization of Effective Factors on CRM Implementation in Parsian International Hotels Company in Tehran
The purpose of this study was to explore the impacts of: knowledge management, Senior Managers, staff, technology, consensus, service customization, and integration, as the factors effecting Customer Relationship Management (CRM) implementation in Parsian International Hotels. In this study the population was composed of Parsian Hotels managers and experts. Due to their small number (n=53), cen...
متن کاملPrioritizing Security Spending: A Quantitative Analysis of Risk Distributions for Different Business Profiles
This paper aims to understand if, and to what extent, business details about an organization can help provide guidelines for better resource allocation across different preventive measures, in order to effectively protect, detect, and recover from, different forms of security incidents. Existing work on analyzing the distribution of risk across different incident categories, most notably Verizo...
متن کاملIdentifying and Ranking Development Drivers of Knowledge-based Technology-Driven Companies (Case study: Fars Province Science and Technology Park)
The purpose of this Study study is to identify and rank the development drivers of knowledge-based, technology-driven businesses. This work is conducted as a case study in Fars Province Science and Technology Park. It is a descriptive survey in terms of purpose since a part of its data is collected through questionnaires and is of surveying type because it describes the existing conditions. The...
متن کامل