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Incident response support systems

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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

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