Model for Incident Ticket Correlation for Inter-Organizational Service Delivery

The providers of IT services are under constant pressure to reduce cost and improve the quality of the services they provide. Customers and service providers have the choice of which internal service delivery team or external service provider they assign to parts of a service process. The delivery of a service is therefore the responsibility of more than one provider's organization. These processes are critical for successful delivery of the services, as is stressed by the IT Infrastructure Library (ITIL). The Incident and Problem Management Process is supported by various tools including Incident Ticket Systems (ITS). In this paper we offer a system and method for correlation of incidents reported by consumers with those of different provider organizations. We further consider different inter-organizational service delivery models on the basis of two business scenarios, based on static inter-organizational collaboration.