Multi-Agent Architecture for Implementation of ITIL Processes: Case of Incident Management Process
Youssef Sekhara, Hicham Medromi, Adil Sayouti · International Journal of Advanced Computer Science and Applications · 2014
ITIL (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management in the world. Upon the adoption of ITIL processes, organizations face many challenges that can lead to increased complexity. In this paper we use the advantages of agent technology to make implementation and use of ITIL processes more efficient, starting by the incident management process.