Automation of Incident Management Processes and Benefits of Hosting Servers on Cloud
Shruti Garg, Anuranjan Misra · 2017 International Conference on Current Trends in Computer, Electrical, Electronics and Communication (CTCEEC) · 2017
Information Technology is an integral part of the industry for a long time and the role of Services has increased in last 10 years. IT had been playing a major role in the Manufacturing sector in the first half of the decade, which now has shifted to the Services. With this shift in focus of the industry, from Manufacturing to Services, there arises a need of certain set of policies and standard procedures, which help the organizations in providing up to the mark services to their customers, and improved customer relations. Information Technology Infrastructure Library (ITIL) is such a set of best practices and standard procedures, which helps in practicing better Information Technology Service Management (ITSM). This paper studies some of the benefits of the Service Operations process named Incident Management of the ITIL and highlight its best practices. The paper will give a detailed description of Incident Management from the User perspective, as well as from the Administrator and Developer perspective. The automation of this out-of-box vendor-provided process can help the users in using the ITSM tools more efficiently. This paper also studies the benefits of hosting the servers on Cloud as well as how it may help in using the ITSM tools on the go.