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Business Driven Prioritization of Service Incidents

Bartolini, Claudio; Salle, Mathias


Keyword(s): ITSM; ITIL; IT Management; SLA; Service Level Management; Incident Management; business objectives; HP Openview

Abstract: 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 ability 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 transition. In this paper, we focus on one of the various cross-domain processes documented 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. Notes: Copyright Springer-Verlag. To be published in and presented at the 15th IFIP/IEEE Distributed Systems: Operations and Management, 15-17 November 2004, Davis, CA, USA

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