Incident Management Process and Remedy Action Request System Analysis for Technical Support

Among many available frameworks and international standards for technical support service, Information Technology Infrastructure Library (ITIL) is one of the earliest and most popular frameworks, being widely followed and implemented all over the world in both private and public sectors. Many supporting tools are designed and developed based on the processes recommended by ITIL. However if the processes are not followed by the actual business practice then such supporting tools might not fulfill the business demand as desired. This paper uses Remedy® Action Request System as an example tool to identify the possible gaps between the ITIL Incident Management process and actual business processes, and then uses the data extracted from Remedy® to evaluate an ITIL based sample SLA to demonstrate potential deficiencies caused by business deviation from ITIL processes. Countermeasures are also given based on business scenarios