Arnold I. Aguilar
ABSTRACT
The unmonitored and uncontrolled Mean Time to Recovery (MTTR) from the unexpected critical system outage of an IT business could affect a small and a big number of clients, customer satisfaction and retention rate, and/or significant risk of the company's ASV loss. The goal of this research is to design a business model to improve the IT incident management process. After identifying the stakeholders involved in each phase of incident management, responsibilities and roles were proposed as RACI models by mapping the phases of the processes or activities. This model illustrates who is accountable and consulted when different phases of incident management are taking place. The Responsibility Assignment Matrix (RAM) IS used to improve IT service management processes in the Business Process Model and Notation (BPMN) model.
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Index Terms
- Responsibility Assignment Matrix in Responding to Critical Outages: A Case Study of IT Incident Management Activity Process Design
Recommendations
Automating ITSM Incident Management Process
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Business process management heuristics in IT service management: a case study for incident management
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