Strategies for Incident Assignment and Escalation Based on BDIM
For IT support organizations, incident management plays an important role in the whole IT management. The improvement of the incident management can improve customer satisfaction and increase business profits. Traditional incident management applies inefficient strategies on the process of incident assignment and escalation. In this work, new strategies for incident assignment and escalation are developed using Business Driven IT Management concepts. Experimental result shows these strategies improve the business performance in incident management
BDIM Incident management strategy design incident assignment incident escalation
Chaojie Cao Zhiqiang Zhan
State Key Laboratory of Networking and Switching Technology Beijing University of Posts and Telecommunications Beijing, China
国际会议
重庆
英文
48-52
2011-01-21（万方平台首次上网日期，不代表论文的发表时间）