ITIL-based IT service support process reengineering
Intelligent Decision Technologies - IT Service Management and Engineering: An Intelligent Decision-Making Support Systems Approach
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Many IT service provider organizations are interested in using IT Infrastructure Library (ITIL) framework to improve the quality of customer support. ITIL is a collection of best practices for IT service management. However, many organizations consider the improvement of service management processes as a challenging task. The research problem of this study is: How incident management can be improved in IT service provider companies by using the ITIL framework? The main contribution of this paper is to present results from a case study with two IT service provider organizations that established an ITIL-based incident management processes to improve their customer support activities.