Incidents Management Process Improvement of IT Systems

  • Gabriela Prostean
  • Diana Betina Mirsu
  • Anca Draghici
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 195)


The main objective of incidents management in IT system is to provide high performance IT services crowned by full satisfaction of the customers. This can be achieved by continuous process improvement with innovative ideas of service diversification that enables a positive impact on process performance indicators. The paper presents an improvement solution of a Help-Desk (HD) software service by integrating a knowledge database in the selection of service procedure influencing the decreasing resolution time of process incidents.


Kincident management process knowledge database 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  • Gabriela Prostean
    • 1
  • Diana Betina Mirsu
    • 1
  • Anca Draghici
    • 1
  1. 1.Faculty of Management in Production and Transportation“Politehnica” University of TimisoaraTimisoaraRomania

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