An Intelligent Approach to Increase Efficiency of IT-Service Management Systems: University Case-Study

Nikolay Tkachuk, Vladyslav Sokol, Kateryna Glukhovtsova
2013 International Conference on Information and Communication Technologies in Education, Research, and Industrial Applications  
A comprehensive framework to increase efficiency of IT-services management systems (ITSMS) is proposed, which resolves 3 interconnected tasks in a target organization: 1) providing an effective configuration of ITSMmodules according to their specific features and needs; 2) integration a given ITSMS with existing enterprise architecture; 3) advanced incidents management in ITSMS. The applicability of this approach was tested successfully on the case-study at the National Technical University "Kharkov Polytechnic Institute" (www.kpi.kharkov.ua ).
dblp:conf/icteri/TkachukSG13 fatcat:pe6lbgzxhjd4xbqw3477oq43du