International Association of Computer Science and Information Technology(IACSIT)
For IT support organizations, incident management plays an important role in the whole IT management. The improvement of the incident management can improve customer satisfaction and increase business profits. Traditional incident management applies inefficient strategies on the process of incident assignment and escalation. In this paper, new strategies for incident assignment and escalation are developed based Business Driven IT Management. Experimental result shows these strategies improve the business performance in incident management. Incident management is a key process in IT Service Management. Through it, the IT support organization manages to restore normal service operations as quickly as possible with minimum effect on business.