INCIDENT MANAGEMENT SYSTEM FOR IT SERVICE

Abstract

Event management can be defined as useful information in usual or unusual incident and sustain business growth in organization. Time and knowledge are required in preliminary event resolution, especially without guidance of expert in the field. This paper presented important problem solving skill in two aspects for dealing with a variety of concerns. The first aspect used the Information Technology Infrastructure Library (ITIL) Framework in the Incident Management Process Framework. The second developed a prototype to examine resolved previous events using Ontology Technology and subsequently web applications were developed and used in incident analysis. The events were compared in two variables, a month with Ontology Technology, and another month without. Results indicated that implementing Ontology Technology took shorter time and reduced risk in unusual incidents supported by the Information Technology Infrastructure Library (ITIL) Framework.