Abstract
Purpose – This paper aims at presenting the benefits from implementing IT service management (ITSM) in an organization for managing campus‐wide IT operations. In order to improve the fault correlation from business perspectives, we proposed a framework to automate network and system alerts with respect to its business service impact for proactive notification to IT operations management.Design/methodology/approach – The authors first evaluate the effect of IT service management (ITSM) tools in practical adoption followed by experience sharing in developing management process modules in service outsourcing model. Three years of quantitative analysis using real operational data were used to present the effect on ITSM tools adoption. A framework was developed from the study of literatures in service management, incident prioritization, and business continuity planning. For the proposed framework, it consists of a hybrid case‐based and rule‐based reasoning module and a new approach which utilizing business co...
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
