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Comparative Study on Incident Management

Amanullah Bashir, Tariq Rahim Soomro Published in Information Technology

International Journal of Applied Information Systems
Year of Publication 2012
© 2010 by IJAIS Journal
http:/ijais12-450467
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  1. Amanullah Bashir and Tariq Rahim Soomro. Article: Comparative Study on Incident Management. International Journal of Applied Information Systems 3(2):21-23, July 2012. BibTeX

    @article{key:article,
    	author = "Amanullah Bashir and Tariq Rahim Soomro",
    	title = "Article: Comparative Study on Incident Management",
    	journal = "International Journal of Applied Information Systems",
    	year = 2012,
    	volume = 3,
    	number = 2,
    	pages = "21-23",
    	month = "July",
    	note = "Published by Foundation of Computer Science, New York, USA"
    }
    

Abstract

Organizations using Information Technology (IT) is always facing certain situations, where an error occurs or something doesn't work the way it was supposed to be. Here the Incident Management (IM) is coming across the way to play an important role to restore IT services as normal as acceptable and as agreed in Service Level Agreement (SLA) within minimum time and least disturbance of business. The focus of this study is to explain incident management process of Information Technology Infrastructure Library (ITIL) in the view of different vendors, which support ITIL. This study will explore similarities and differences in incident management processes, between BMC and Computer Associates (CA) and produce comparative study on incident management.

Reference

  1. Rob Addy, Effective IT Service Management: To ITIL and Beyond, 2007, Springer, 1st Edition, ISBN-10: 3540731970, ISBN-13: 978-3540731979
  2. Technology Brief: CA Inc. , Incident Management ITSM Process Map, 2012, http://www. ca. com/~/media/Files/TechnologyBriefs/incident-manage-it-serv-manage-2010_234994
  3. BMC. com Solutions, IT Infrastructure Library (ITIL), 2012, http://www. bmc. com/solutions/esm-initiative/IT-Infrastructure-Library-ITIL. html?cmp=redirect_itil
  4. ITIL Incident Management, Incident Management, 2012, http://www. manageengine. com/products/service-desk/itil-incident-management. html
  5. Tariq Rahim Soomro and Amanullah Bashir, Comparative Study on Change Management, 2012, International Journal of Computer Applications, Volume 39, Number 1, February 2012, DOI: 10. 5120/4786-7015, http://research. ijcaonline. org/volume39/number1/pxc3877015. pdf
  6. BMC Software Inc. , About BMC Software, 2012, http://www. bmc. com/corporate?intcmp=foot_about
  7. CA Technologies, About CA Technologies, 2012, http://www. docstoc. com/docs/91156605/CA_Technologies
  8. BMC Software Inc. , BMC Software version 7. 0, 2012,
  9. Tariq Rahim Soomro and Hasan Y. Wahba, Role of Information Technology Infrastructure Library in Data Warehouses, 2011, American Journal of Applied Science; Volume 8, Issue 12, pp. 1384-1387, DOI: 10. 3844/ajassp. 2011. 1384. 1387, http://thescipub. com/abstract/10. 3844/ajassp. 2011. 1384. 1387

Keywords

Itil, Incident Management, Bmc, Ca