A Concept for an Adaptive Case Management System Supporting the Incident Management Process

Abstract

The incident management (IM) process in IT service management is commonly recognized as exhibiting knowledge-intensive traits. For better supporting processes with such attributes, the Adaptive Case Management (ACM) methodology has been proposed to remedy the shortcomings of traditional workflow-driven approaches in this regard. In the following, a concept for an ACM system (ACMS) capable of supporting the incident management process according the the ITIL best practice specification is devised. To this end, a literature review on challenges in the IM process is performed, followed by a mixed-method case study, which verifies the found challenges against those stated by IM field practitioners. Additionally, an analysis of the market for IM and ACM applications is done in order to see how these challenges are currently tackled. Based on these efforts and the works of Meyer et al. (2021), a concept for an ACMS alongside with a specialized case model is laid out with an exem-plary focus on the SAP Solution Manager as IM tool, which puts emphasis on taking into account user activities pertaining to an incident.