engleski

Improving maintenance performance with incident and problem tracking models

In the most software systems software maintenance represents a major part of their life cycles. As it contributes to the project financial structure with more than 70% (up to 90% - depending on the software life span), it is regarded as an important part of software life cycle. Efficient and effective incident and problem management disciplines and processes play a critical role in enabling sufficient alignment of information technology (IT) to business and enterprise elasticity. Nowadays the IT Information Library (ITIL) is a respected and widely-used collection of guidelines for IT service delivery and support. This paper presents a conceptual model of incident and problem management processes within the ITIL framework, as well as goals, key elements and implementation strategies of these processes. Mapping between incident and problem management processes and their control objectives are defined.

software maintenance; improving maintenance; incident tracking model; problem tracking model; ITIL; CobiT

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