An Incident Prioritization Algorithm Based on BDIM

Abstract

For an IT service provider, incident management process in which particularly incident prioritization plays a pivotal role in the improvement of service quality and maximization of business profits. Traditional prioritization methods are concern impact and urgency exclusively but overlook financial losses and risks. In this work, an optimal method is proposed using Business Driven IT Management (BDIM) concepts and risk decision-making theory, whereby numbers of incidents can be prioritized to minimize the sum of business losses and risks. The method captures the linkage between IT decisions and business impacts through risk management and sensitivity analysis. A real network is discussed to demonstrate the value of the approach.