Multi agent based incident management system according to ITIL

Abstract

Various crucial business processes within the enterprise are based on information technology (IT) services and, as consequence, negative IT incidents can interrupt the daily enterprise' activities and cause negative effects such as: a loss of costumers' confidence, loss of productivity and direct financial loss. For that, enterprises look for implementing IT incident management system in order to weaken the negative impact of incidents. However, most of proposed solutions suffer from the complexity of use and integrating, the no-respect of the IT standards and the no-automated incident handling in some phases. In This paper, we propose an ITIL compliant incident management system based on multi-agent technology to overcome the above issues. Also we have enhancing the incidents matchmaking process by a semantic matchmaking algorithm.