Managing Faults in the Service Delivery Process of Service Provider Coalitions

In recent years, IT Service Management (ITSM) has become one of the most researched areas of IT. Incident Management and Problem Management form the basis of the tooling provided by an Incident Ticket System (ITS). As more compound or interdependent services are collaboratively offered by providers, the delivery of a service therefore becomes a responsibility of more than one provider’s organization. In the ITS systems of various providers seemingly unrelated tickets are created and the connection between them is not realized automatically. The

• Type: Conference
• Year: 2009
• Where: IEEESCC
• Authors: Patricia Marcu, Larisa Shwartz, Genady Grabarnik, David Loewenstern
• Keywords: Applied Computing, IEEESCC 2009, Incident Ticket System, IT Service Management, Problem Management Form