Title :
It incident assign algorithm based on the difference between support groups
Author :
Xiang Li ; Zhiqiang Zhan ; Shaoyong Guo ; Lili Zhang
Author_Institution :
State Key Laboratory of Networking and Switching Technology, Beijing University of Posts and Telecommunications, 100876, China
Abstract :
The assignment of incident is an important problem in incident management. Rational assignment of incident could make incidents be resolved in time and decrease the incident´s financial losses, such as profit and cost. In order to solve this problem, IIA(IT Incident Assignment) model is proposed using Business Driven IT Management(BDIM) concept in this paper. Firstly, we proposed IIA model based on different performance between support groups); Secondly, we analysis the cost and risk loss while support groups deal with the incidents and assign the incidents to the appropriate support groups so that the sum of costs sand violation penalties will be greatly reduced. At last, a simulation will be done to demonstrate the validation of the algorithm.
Keywords :
Incident Assign Algorithm; Incident Management; Support Group;
Conference_Titel :
Advanced Intelligence and Awarenss Internet (AIAI 2010), 2010 International Conference on
Conference_Location :
Beijing, China
DOI :
10.1049/cp.2010.0778