Abstract
This study developed a system that utilizes incident management in the service operation area for systematic IT service management (ITSM). The implemented system utilizes Information Technology Infrastructure Library (ITIL) to enable efficient problem resolution through fast user error handling on the collaborative side and automatic identification as well as handling of the system. In addition, it is integrated with the system’s dashboard to quickly solve problems based on a multi-tiered system through SSO-based authentication. This study is expected to provide a systematic and efficient IT service along with aspect of cooperative through the development and experimentation of ITIL incident management processes and programs, which based on the Service Level Agreement, the analyzed system as well as the management process defined in the real bank system.
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Tae, C.M., Hung, P.D. (2020). A Collaborative Web Application Based on Incident Management Framework for Financial System. In: Luo, Y. (eds) Cooperative Design, Visualization, and Engineering. CDVE 2020. Lecture Notes in Computer Science(), vol 12341. Springer, Cham. https://doi.org/10.1007/978-3-030-60816-3_32
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DOI: https://doi.org/10.1007/978-3-030-60816-3_32
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