IEEE - Institute of Electrical and Electronics Engineers, Inc. - Automating ITSM Incident Management Process

2008 International Conference on Autonomic Computing (ICAC '08)

Author(s): R. Gupta ; K.H. Prasad ; M. Mohania
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 June 2008
Conference Location: Chicago, IL, USA
Conference Date: 2 June 2008
Page(s): 141 - 150
ISBN (CD): 978-0-7695-3175-5
DOI: 10.1109/ICAC.2008.22
Regular:

Service desks are used by customers to report IT issues in enterprise systems. Most of these service requests are resolved by level-1 persons (service desk attendants) by providing... View More

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