Maturity model of incident management

• Autor(a) principal: Aguiar, João Filipe Ferreira
• Data de Publicação: 2017
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/15499
• topic: Tecnologia da informação; Gestão de sistemas de informação; Framework; Incident management; Maturity model; IT Framework; Overlapping; Frameworks; Gestão de incidências; Modelo de maturidade; Frameworks de TI; Sobreposição de Frameworks

Over the last 25 years the concern of most organizations with Information Technology (IT) has been clearly exponential. In order to plan, organize, select, support and deliver IT services, it was necessary to implement IT frameworks. These frameworks are a set of the best practices to implement on IT service management. These frameworks are included in several processes of different areas of IT. This research work is focused very concretely on the Incident Management process. Once the organizations technical consulting services are available 24/7, an implementation of this process is crucial. Many of the IT frameworks contain similar processes. Many organizations, when trying to apply more than one framework, end up doing redundant work. Therefore, eliminating overlaps of activities becomes very useful for any process of IT frameworks. In this way, the process becomes simpler and less expensive for the organization. Given the need of the organizations evaluate the maturity of their incident management process and different organizations and different IT frameworks, was born the need for this research. This thesis proposes a Maturity Model for the incident management process that covers the main and most used IT frameworks.