Business-impact analysis and simulation of critical incidents in IT service management

@article{Bartolini2009BusinessimpactAA,
  title={Business-impact analysis and simulation of critical incidents in IT service management},
  author={Claudio Bartolini and Cesare Stefanelli and Mauro Tortonesi},
  journal={2009 IFIP/IEEE International Symposium on Integrated Network Management},
  year={2009},
  pages={9-16}
}
Service disruptions can have a considerable impact on business operations of IT support organizations, thus calling for the implementation of efficient incident management and service restoration processes. The evaluation and improvement of incident management strategies currently in place, in order to minimize the business-impact of major service disruptions, is a very arduous task which goes beyond the optimization with respect to IT-level metrics. This paper presents HANNIBAL, a decision… CONTINUE READING

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