Research And Simulation On Strategy Of Incident Management Based On BDIM

IT service management provides a guidance for enterprises to manage the plan, development, practice and operation of IT system efficiently. As a key process in IT service management, incident management is to restore a service operation as quickly as possible and to minimize the impact on business operations. With the improvement of the information construction, IT service groups have to handle large quantities of incidents efficiently. However, the traditional incident management needs artificial interference in the process of incident assignment and incident escalation. This leads to bad effects on service availability and reliability.Researches on the incident management have been focused on the design of the incident prioritization algorithm and decision support tools. But, there are rare researches on the strategy design for incident management. The researches related usually focus on the IT performance and ignore the business performance which may lead to suboptimal result on business.In this paper, we analyze the incident management process from a business perspective firstly. Then we provides an evaluation model for the incident management process by applying BDIM and the Balanced Scorecard and provides a target by building a linkage between IT performance and business performance. Furthermore, we design strategies for incident management. The incident predication strategy reduces the probability of serious incident by discovering incidents passively. The incident classification strategy improves the efficiency of the incident handle by applying the text classification algorithm. The incident assignment strategy reduces the average waiting time of incident resolution by considering a queuing model. The incident escalation strategy escalates incident efficiently by assessing business loss of the incident. Finally, we design an experiment simulating a cloud computing environment to prove the correctness and high efficiency of these strategies.It is notable that our research can also be extended to other processes of IT service management.