I.T. Infrastructure Event Management System

Abstract

Since the dawn of the computing age, processes had been automated. It paved the way to ease manual resolution of technical outages. Although, technology is vastly dominating the globe, its development remains to be dynamic. This study aims to refine the efficiency of existing event management process and to develop a system to manage incident tickets. The researcher collected the data through face to face interviews, observations and questionnaires to event management members and resolving team for Fidelity Information Services. Queries are regarding classification of incident tickets, data security and the reliability of the proposed system. Based on the study conducted, the event management department needs a more efficient system to manage such incidents. To address this, the researcher devised a new tool for the department to uplift their standard processing for incidents. The system will also be significant not only to the Fidelity Information Services but to other Industrial firms as well. System outages and transaction incidence will be addressed properly and timely which reduces business cost for clients. Therefore, this study will benefit not only the companies but the clients as well.