Publicação
Incident response support systems
| Resumo: | Information Technology Service Management (ITSM) are tools or software solutions that assist in the organization and management of services inherent to information technologies, by helping solving incidents and keeping the IT portfolio of organizations operational and running. ITSM systems currently work in a completely manual way, where users, via communication channels (email, phone, specialized application, etc.), open incidents in the helpdesk or contact center; subsequently, the customer service management teams manually create incidents in the ITSM tool. The first incident team is the “first line,” where incidents can be resolved immediately if the topic is in the knowledge domain of that team. If the first line team is not able to solve the incident, it is transferred or routed to second or third lines teams, which may be more technical or specialized in the incident resolution domain. This traditional way of resolving incidents is difficult to operate and time consuming due to the underscored manual operation, and dependent on a lot of human resources using manual operations, which makes the solution expensive to operate. This research aims to solve this problem, using the DSRM (Design Science Research Methodology) to investigate a new theoretical solution for an automatic incident resolution information system using cloud technology and Generative AI (GenAI, also known by LLM). |
|---|---|
| Autores principais: | Sousa, Miguel Ângelo Rodrigues do Sacramento e |
| Assunto: | Support systems Incident response Sistemas de suporte Resposta a incidente |
| Ano: | 2024 |
| País: | Portugal |
| Tipo de documento: | tese de doutoramento |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | ISCTE |
| Idioma: | inglês |
| Origem: | Repositório ISCTE |
| _version_ | 1868443617069105152 |
|---|---|
| author | Sousa, Miguel Ângelo Rodrigues do Sacramento e |
| author_facet | Sousa, Miguel Ângelo Rodrigues do Sacramento e |
| author_role | author |
| country_str | PT |
| creators_json_txt | [{\"Person.name\":\"Sousa, Miguel Ângelo Rodrigues do Sacramento e\"}] |
| datacite.creators.creator.creatorName.fl_str_mv | Sousa, Miguel Ângelo Rodrigues do Sacramento e |
| datacite.date.Accepted.fl_str_mv | 2024-12-12T00:00:00Z |
| datacite.date.available.fl_str_mv | 2025-04-09T12:27:19Z |
| datacite.date.embargoed.fl_str_mv | 2025-04-09T12:27:19Z |
| datacite.rights.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| datacite.subjects.subject.fl_str_mv | Support systems Incident response Sistemas de suporte Resposta a incidente |
| datacite.titles.title.fl_str_mv | Incident response support systems |
| dc.creator.none.fl_str_mv | Sousa, Miguel Ângelo Rodrigues do Sacramento e |
| dc.date.Accepted.fl_str_mv | 2024-12-12T00:00:00Z |
| dc.date.available.fl_str_mv | 2025-04-09T12:27:19Z |
| dc.date.embargoed.fl_str_mv | 2025-04-09T12:27:19Z |
| dc.description.none.fl_str_mv | Os Sistemas de Gerenciamento de Tecnologias de Informação – Information Technology Service Management (ITSM) - são ferramentas ou soluções de software que ajudam na organização e gerenciamento dos serviços inerentes as tecnologias de informação, dando suporte à resolução de incidentes de tecnologias de informação, mantendo operacional e funcional o parque informático dessas organizações. Os sistemas ITSM atualmente funcionam de modo completamente manual: os utilizadores, por meio de canais de comunicação (email, telefone, aplicação especialista, etc.), abrem incidentes no helpdesk ou contact center, de modo manual; subsequentemente, as equipas de gestão do serviço de apoio ao cliente criam incidentes na ferramenta ITSM. A primeira equipa de incidente é a “primeira linha”, onde os incidentes podem ser resolvidos se o tema é do domínio dessa equipa. Caso essa equipa de primeira linha não seja capaz de resolver o incidente, o incidente é transferido para a segunda ou terceira linhas, que podem ser mais técnicas ou especialistas, para resolverem os incidentes. O modo tradicional de resolver incidentes é difícil de operar, e consome muito tempo, devido à operação manual e dependente de muitos recursos humanos, o que torna a solução cara de operar. Esta investigação ambiciona resolver este problema, usando a DSRM (Design Science Research Methodology) para investigar uma nova solução para uma resolução automática de incidentes usando tecnologia de nuvem e Generative AI (GenAI, também conhecida por LLM). |
| dc.format.none.fl_str_mv | application/pdf |
| dc.identifier.none.fl_str_mv | http://hdl.handle.net/10071/34190 |
| dc.language.none.fl_str_mv | eng |
| dc.rights.none.fl_str_mv | http://purl.org/coar/access_right/c_abf2 |
| dc.subject.none.fl_str_mv | Support systems Incident response Sistemas de suporte Resposta a incidente |
| dc.title.fl_str_mv | Incident response support systems |
| dc.type.none.fl_str_mv | http://purl.org/coar/resource_type/c_db06 |
| description | Information Technology Service Management (ITSM) are tools or software solutions that assist in the organization and management of services inherent to information technologies, by helping solving incidents and keeping the IT portfolio of organizations operational and running. ITSM systems currently work in a completely manual way, where users, via communication channels (email, phone, specialized application, etc.), open incidents in the helpdesk or contact center; subsequently, the customer service management teams manually create incidents in the ITSM tool. The first incident team is the “first line,” where incidents can be resolved immediately if the topic is in the knowledge domain of that team. If the first line team is not able to solve the incident, it is transferred or routed to second or third lines teams, which may be more technical or specialized in the incident resolution domain. This traditional way of resolving incidents is difficult to operate and time consuming due to the underscored manual operation, and dependent on a lot of human resources using manual operations, which makes the solution expensive to operate. This research aims to solve this problem, using the DSRM (Design Science Research Methodology) to investigate a new theoretical solution for an automatic incident resolution information system using cloud technology and Generative AI (GenAI, also known by LLM). |
| dirty | 0 |
| eu_rights_str_mv | openAccess |
| format | doctoralThesis |
| id | iscte_f2d7df2ac0ebcb117d2191dd98d0293d |
| identifier.url.fl_str_mv | http://hdl.handle.net/10071/34190 |
| instacron_str | iscte |
| institution | ISCTE |
| instname_str | ISCTE |
| language | eng |
| network_acronym_str | iscte |
| network_name_str | Repositório ISCTE |
| oai_identifier_str | oai:repositorio.iscte-iul.pt:10071/34190 |
| organization_str_mv | urn:organizationAcronym:iscte |
| person_str_mv | Sousa, Miguel Ângelo Rodrigues do Sacramento e |
| publishDate | 2024 |
| reponame_str | Repositório ISCTE |
| repository_id_str | urn:repositoryAcronym:iscte |
| service_str_mv | urn:repositoryAcronym:iscte |
| spelling | porInformation Technology Service Management (ITSM) are tools or software solutions that assist in the organization and management of services inherent to information technologies, by helping solving incidents and keeping the IT portfolio of organizations operational and running. ITSM systems currently work in a completely manual way, where users, via communication channels (email, phone, specialized application, etc.), open incidents in the helpdesk or contact center; subsequently, the customer service management teams manually create incidents in the ITSM tool. The first incident team is the “first line,” where incidents can be resolved immediately if the topic is in the knowledge domain of that team. If the first line team is not able to solve the incident, it is transferred or routed to second or third lines teams, which may be more technical or specialized in the incident resolution domain. This traditional way of resolving incidents is difficult to operate and time consuming due to the underscored manual operation, and dependent on a lot of human resources using manual operations, which makes the solution expensive to operate. This research aims to solve this problem, using the DSRM (Design Science Research Methodology) to investigate a new theoretical solution for an automatic incident resolution information system using cloud technology and Generative AI (GenAI, also known by LLM).porOs Sistemas de Gerenciamento de Tecnologias de Informação – Information Technology Service Management (ITSM) - são ferramentas ou soluções de software que ajudam na organização e gerenciamento dos serviços inerentes as tecnologias de informação, dando suporte à resolução de incidentes de tecnologias de informação, mantendo operacional e funcional o parque informático dessas organizações. Os sistemas ITSM atualmente funcionam de modo completamente manual: os utilizadores, por meio de canais de comunicação (email, telefone, aplicação especialista, etc.), abrem incidentes no helpdesk ou contact center, de modo manual; subsequentemente, as equipas de gestão do serviço de apoio ao cliente criam incidentes na ferramenta ITSM. A primeira equipa de incidente é a “primeira linha”, onde os incidentes podem ser resolvidos se o tema é do domínio dessa equipa. Caso essa equipa de primeira linha não seja capaz de resolver o incidente, o incidente é transferido para a segunda ou terceira linhas, que podem ser mais técnicas ou especialistas, para resolverem os incidentes. O modo tradicional de resolver incidentes é difícil de operar, e consome muito tempo, devido à operação manual e dependente de muitos recursos humanos, o que torna a solução cara de operar. Esta investigação ambiciona resolver este problema, usando a DSRM (Design Science Research Methodology) para investigar uma nova solução para uma resolução automática de incidentes usando tecnologia de nuvem e Generative AI (GenAI, também conhecida por LLM).application/pdfengporIncident response support systemsSousa, Miguel Ângelo Rodrigues do Sacramento eHandlehttp://hdl.handle.net/10071/34190DOIurn:tid:203824105URNTID:2038241052025-04-09T12:27:19Z2024-12-12T00:00:00Z2024-12-122024-09http://purl.org/coar/access_right/c_abf2open accessporSupport systemsporIncident responseporSistemas de suporteporResposta a incidente1658290 byteshttp://purl.org/coar/access_right/c_abf2application/pdffulltexthttps://repositorio.iscte-iul.pt/bitstreams/c97e706b-8437-4b85-8d83-657ba4ca94c0/downloadother research producthttp://purl.org/coar/resource_type/c_db06doctoral thesis |
| spellingShingle | Incident response support systems Sousa, Miguel Ângelo Rodrigues do Sacramento e Support systems Incident response Sistemas de suporte Resposta a incidente |
| status | SINGLETON |
| subject.fl_str_mv | Support systems Incident response Sistemas de suporte Resposta a incidente |
| title | Incident response support systems |
| title_full | Incident response support systems |
| title_fullStr | Incident response support systems |
| title_full_unstemmed | Incident response support systems |
| title_short | Incident response support systems |
| title_sort | Incident response support systems |
| topic | Support systems Incident response Sistemas de suporte Resposta a incidente |
| topic_facet | Support systems Incident response Sistemas de suporte Resposta a incidente |
| url | http://hdl.handle.net/10071/34190 |
| visible | 1 |