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IT Support Conversation Manager: A Conversation-Centered Approach and Tool for IT Incident Management

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Executive Summary

There is a push in the enterprise towards facilitating processes from best practice frameworks (such as the IT Infrastructure Library (ITIL)) to make them more repeatable, efficient and cost-effective. Best practice processes provide descriptive, high level guidelines rather than prescriptive, precise process model definitions. They are meant to be followed by people and may be adapted and enacted differently in various realizations. Currently, ITIL processes are supported by tools that hard code an interpretation of the process logic, or by people who use productivity tools. This is inefficient due to the rigidity of process logic encoded in existing tools which does not allow collaborative and flexible realizations of processes.

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