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. © 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 Advances in Intelligent Systems and Computing (Vol. 195 AISC, pp. 681–689). Springer Verlag. https://doi.org/10.1007/978-3-642-33941-7_60
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