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Incidents Management Process Improvement of IT Systems

  • Conference paper
Soft Computing Applications

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 195))

Abstract

The main objective of incidents management in IT system is to provide high performance IT services crowned by full satisfaction of the customers. This can be achieved by continuous process improvement with innovative ideas of service diversification that enables a positive impact on process performance indicators. The paper presents an improvement solution of a Help-Desk (HD) software service by integrating a knowledge database in the selection of service procedure influencing the decreasing resolution time of process incidents.

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References

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Author information

Authors and Affiliations

  1. Faculty of Management in Production and Transportation, “Politehnica” University of Timisoara, Timisoara, Romania

    Gabriela Prostean, Diana Betina Mirsu & Anca Draghici

Authors
  1. Gabriela Prostean
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  2. Diana Betina Mirsu
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  3. Anca Draghici
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Corresponding author

Correspondence to Gabriela Prostean .

Editor information

Editors and Affiliations

  1. , Department of Automation & Applied Infor, Aurel Vlaicu University of Arad, Blvd. Revolutiei 77, Arad, 310130, Romania

    Valentina Emilia Balas

  2. , Institute of Intelligent Engineering, Óbuda University, Bécsi út 96/b, Budapest, 1034, Hungary

    János Fodor

  3. Dept. Measurement &, Information Systems, Technical University Budapest, Magyar tudósok körutja 2, Budapest, 1521, Hungary

    Annamária R. Várkonyi-Kóczy

  4. , Department of Informatics, University of Szeged, Arpad ter 2., Szeged, 6720, Hungary

    Joszef Dombi

  5. , School of Electrical and Information, University of South Australia, 5095, Adelaide, Australia

    Lakhmi C. Jain

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© 2013 Springer-Verlag Berlin Heidelberg

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Prostean, G., Mirsu, D.B., Draghici, A. (2013). Incidents Management Process Improvement of IT Systems. In: Balas, V., Fodor, J., Várkonyi-Kóczy, A., Dombi, J., Jain, L. (eds) Soft Computing Applications. Advances in Intelligent Systems and Computing, vol 195. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-33941-7_60

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  • DOI: https://doi.org/10.1007/978-3-642-33941-7_60

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-33940-0

  • Online ISBN: 978-3-642-33941-7

  • eBook Packages: EngineeringEngineering (R0)

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