Incident management process capability: A simulation study

Abstract

Business today depends heavily on the quality of IT support services. IT support organizations are required to restore normal service operation after a service disruption which is termed as an incident. Incident Management is the process through which IT support organizations manage to restore normal service operation after a service disruption. This article presents the details on how Monte Carlo simulation was used for determination of incident management process capability. A Monte Carlo simulation spreadsheet model was used to model incident management parameters. It has used the simulation result of a case study to explain the various steps and the use of the results are also explained. © 2012 Springer-Verlag.